Operations Team Leader - US CEN

Job Description

Operations Team Leader - US CEN

9th in Great Place to Work's Best Workplaces™ in the Philippines 2026
10th in Fortune Magazine's 2026 World's Most Admired Companies
4th in Great Place to Work's Best Company To Work For 2025
Top GBS Employers for the Philippines (2025) by the Everest Group

At American Express, our culture is built on a 175-year history of innovation, and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

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

How will you make an impact in this role

American Express's mission is to be world's most respected service brand. The Global Servicing Group (GSG) provides American Express renowned brand of customer service to their card members in 23 locations around the world. This group is also recognized as a distinguished leader in service for their prized customers. American Express is a multinational financial services corporation best known for receiving 8 consecutive JD Power Awards for service and is world leader in providing charge and lending products to consumers. This organization is part of an exciting new leadership structure that is designed with career development in mind, redefining responsibilities, and empowering leaders to lean into their strengths as one of two new Specialist Coach roles: Operations Support & Customer Experience.

Working outside of traditional hierarchies, these two new roles offer specialist support for Customer Care Professionals (CCPs) to deliver extraordinary service every day to American Express consumer Card Members around the world. Through their strong collaboration, these two Specialist Coach roles work collectively to support and drive performance amongst their Pods of CCPs.

Your Specialism - Customer Experience:Dedicated to driving CCP performance through coaching while partnering closely with other Specialist Coaches. As a Customer Experience coach, you will support CCPs based off your area of expertise, whilst coaching to any and all behaviors holistically to drive world-class customer service and results.

Pod Leader:Creating a sense of community in your Pod through 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 career development conversations.

Customer Experience Coach Responsibilities:

• Provide CCPs with world-class coaching that inspires and drives individual and overall performance in critical metrics

• Support CCPs with coaching plans that enhance their learning and development through scheduled and in-the-moment interactions

• Champion regular call calibration sessions and huddles with fellow Specialist Coaches, fostering a culture of peer coaching, best-practice sharing and learning

• Collaborate within the Customer Experience Coaches team and react to real-time queries from CCPs, supporting them with customer conversations and critical issues.

• Create engaging and fun huddle content for all Pod Leaders focused on common areas of opportunity

Pod Leader Responsibilities:

• Adapt to real-time demands and periods of high call volume by taking live customer critical issues and/or customer calls

• Demonstrate outstanding and approachable leadership to a group of approximately 14x 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

Minimum Qualifications:

• Demonstrate passion and enthusiasm for coaching, with a proven ability to engage CCPs and drive performance

• Observant and attentive in identifying and determining customer service opportunities

• Excellent time management and ability to take an agile approach amidst multiple priorities in a fast-paced and dynamic environment

• Confident handling difficult conversations and taking responsibility for customer critical issues

• Display personal excellence by remaining positive in difficult situations

• Superior interpersonal, communication, and collaboration skills

• Confidence to work in a hybrid environment

• Knowledge of the LEAD Coaching framework

• 2 years people leadership experience

Additional Details:

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig

• Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)

• Work From Home Requirements:

  • Must have at least 25 mbps internet connection plan / speed

  • Must have a private & quiet area to work at home

• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives

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

• Support for financial-well-being and retirement

• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

• Generous paid parental leave policies (depending on your location)

• 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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