**Description** **You Lead the Way. We’ve Got Your Back.** With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally. At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong. Join Team Amex and let's lead the way together. **How will you make an impact in this role?** Global Specialty Servicing (GSS) & Amex Assurance Company (AAC) is a team that provides best-in-class specialty servicing. Specialty servicing includes insurance servicing, non-card servicing, and value generation marketing activities. As process owners, the team leads the end-to-end customer experience at both our third parties as well as our proprietary teams. Additionally, the team is responsible for the management and regulatory aspects of Amex’s wholly owned subsidiary, Amex Assurance Company. The Operations Strategy Manager will be responsible for supporting and driving AAC and US Insurance network-wide operations (servicing & claims) goals, ranging from customer satisfaction, performance strategy, and processes efficiency. This includes the expansion of performance management, performance data visualization, and project management for operations related change management efforts. The manager will report to the Director of Partner Management and Operations Strategy. **Responsibilities:** + Work with leadership team to develop and drive AAC servicing and claims goals while finding opportunities to enhance the colleague and customer experience. This includes elements of all leadership behaviors within the American Express Framework for winning, with an emphasis on setting the agenda to driving detailed execution. + Strong understanding of contact center management and call delivery principles (including Voice Response, Intelligent Network & ACD systems & reporting) + Strong analytical competence (including quantitative comfort), problem solving, and project management skills with demonstrated experience in leading multiple deliverables simultaneously, with a heavy emphasis on customer satisfaction, performance strategy, and processes efficiency. + Supporting the development of long- term (multi-year) and short-term servicing strategies. **Minimum Qualifications:** + Strong understanding of contact center management and call delivery principles (including Voice Response, Intelligent Network & ACD systems & reporting). + 2 years experience in people leadership required + Highly developed analytical and problem-solving skills demonstrating thought leadership, coupled with strong organizational and project management skills. + Consistent track record to prioritize effectively with a track record of getting results effectively while meeting deadlines. + Strong written and spoken communication skills with demonstrated success in creating and conducting presentations to large / senior / exciting audiences, a plus. + Strong relationship and collaboration skills, including the ability to work in a highly matrixed environment. + Self-confident with the ability and willingness to challenge and be challenged. + Track record of self-direction to drive continuous improvement. + Excellent Microsoft Suite skills (i.e., PowerPoint, Excel, Word, OneDrive). **Preferred Qualification:** + Insurance experience preferred **Qualifications** Salary Range: $80,000.00 to $155,000.00 annually bonus benefits The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors. We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include: + Competitive base salaries + Bonus incentives + 6% Company Match on retirement savings plan + Free financial coaching and financial well-being support + Comprehensive medical, dental, vision, life insurance, and disability benefits + Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need + 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy + Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) + Free and confidential counseling support through our Healthy Minds program + Career development and training opportunities For a full list of Team Amex benefits, visit our Colleague Benefits Site . American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions. We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually. US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and the Pay Transparency Policy Statement. If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters. Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions. **Job:** Operations **Primary Location:** US-Arizona-Phoenix **Other Locations:** US-Utah-Sandy, US-Florida-Sunrise **Schedule** Full-time **Req ID:** 25003994