Team Leader - Operations | Customer Experience (Temporary Work Assignment)

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Go above and beyond at a company that sets the standard for customer-first service.

As a Pod Leader you will split your time between your Pod Leader duties and your Specialism:

Pod Leader: As a People Leader you will be creating a sense of community in your Pod - (a group of CCPs who will be reporting to you directly), through 121 check-ins, huddles and enabling a Peer Coaching culture. As well as acting as first point of contact for well-being, you’ll show your backing for your CCPs through effective development conversations. You will also be partnering closely with other Pod Leaders, managing sensitive conversations and administrative input required of formal performance management and absence management.

Your Specialism – Customer Experience Coach:

Dedicated to driving CCP performance through coaching while partnering closely with other Pod Leaders. As a Pod Leader - Customer Experience Coach - you are coaching to any and all behaviors holistically including Value Generation, using LEAD coach principles to drive world class customer service and results.

Pod Leader Responsibilities:

• Act as a Connector Manager by enabling your pod to learn from new connections in an expanded network of Pod Leaders
• Collaborate with Customer Experience in close partnership and recognize where other Pod Leaders are better equipped to provide support and guidance to deliver a consistent CCP experience
• Demonstrate outstanding and approachable leadership to a group of CCPs as their designated Pod Leader
• Motivate and inspire CCP colleagues in your pod to achieve their career targets through frequent and meaningful development conversations, including the mid-year and year-end review process
• Lead your pod through your inclusive leadership, and by rewarding and recognizing performance and effort
• Adapt to real-time demands and periods of high call volume by taking live customer escalations and/or customer calls
• Provide CCPs within your Pod dedicated performance improvement plans, in partnership with Colleague and Labor Relations (CLR) as required 
• Manage absence and attendance ‘end to end’ for CCPs within your Pod with a supportive colleague well-being approach
• Facilitate effective return to work meetings with CCPs within your Pod returning from a leave of absence 
• Conduct administrative tasks associated with formal performance and absence management plans, consistent with CEG policies and guidelines. chairing informal and formal disciplinary meetings
• Support your colleagues by picking up specialist responsibilities outside of your own when required, to ensure smooth running of operations 

Pod Leader – Customer Experience Responsibilities:

• Collaborate with Operations Support in close partnership during coach matching to recognize where other Customer Experience Leaders are best equipped to provide support and guidance to deliver a consistent CCP experience
• Provide CCPs with world-class coaching that inspires and drives individual and overall performance in KPIs across to all CCPs using LEAD coaching principles
• Provide dedicated help and support coaching to all CCPs across Pods to help improve their performance and maximize their learning and development  
• Support CCPs through consistent scheduled and in-the-moment interactions, documented in concise coaching plans in NPM
• Champion regular call calibration sessions and huddles with fellow Pod Leaders, fostering a culture of peer coaching, best-practice sharing and learning
• Create engaging and fun huddle content for all Pod Leaders focused on common areas of opportunity

Minimum Qualifications:

• 12 months prior leadership and or coaching experience
• Must be current CEN Sunrise/Hybrid
• Experience in leading difficult conversations with colleagues and taking responsibility for customer escalations
• Demonstrate outstanding organizational skills and attention to detail
• Ability to demonstrate a high level of emotional intelligence that balances empathy and assertiveness 
• Excellent time management and ability to take an agile approach amidst multiple priorities in a fast-paced and dynamic environment
• Display personal excellence by remaining positive in difficult situations
• Strong presence in day-to-day activities and flexible schedule 
• No formal counseling in the past 180 days 

Preferred Skills And Qualifications:

• Strong understanding of low performer and absence management processes 
• Excellent analysis of key performance indicators to inform strategic plans and champion coaching schedules
• LEAD Coach Certified
• Demonstrated success driving performance and engagement in a hybrid/virtual environment, across different time zones, including everyday Leadership Teambuilding and Engagement activities
• Advanced ability to maximize appropriate communication channels based on subject matter and engagement required in hybrid/virtual setting (Webex, WDE, Citrix, Slack etc.)
• High proficiency in providing hybrid/virtual technical support/troubleshooting to ensure strong results in Adherence to Schedule (ATS), System Downtime, Not Ready State management
• Have a dedicated, private workspace that is quiet and away from distractions.
• Reliable ISP and ability to meet all remote work guidelines

AXP employees will maintain their current salary and may be eligible for a completion bonus at the end of the temporary work assignment. The completion bonus is up to 5% base salary for laterals in band. The completion bonus amount will also be pro-rated to reflect the length of the assignment.

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 you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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, but not limited to, 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.

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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.