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. 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.

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.

This exciting Pod Leader role will be leading our expanded CEN Test Kitchen team who is responsible for testing an array of new strategic approaches, process enhancements and new emerging priorities, to help define changes that can improve our overall cardmember and colleague experience. As an inspiring leader, the Pod Leader will need to be flexible and adaptable as they will need to be able to guide their team to quickly shift focus between different tests, or to lend support where needed to core servicing teams, depending on business needs while partnering with the existing Pod Leader on day to day operations. This Pod Leader will need to be well versed in CEN processes and highly engaged with the Test Kitchen team to maintain a Customer First approach while promoting idea generation, fostering innovation, and encouraging our Customer Care Professionals to challenge the status quo.

The Test Kitchen Pod Leader is an entrepreneur who is an advocate and supporter for both their colleagues and their customers. They are intellectually curious, constantly seeking information about their team, the business, the industry, and they share a passion for growth and knowledge with their teams and peers. The Pod Leader is responsible and accountable for delivering Operation Effectiveness and Excellence, while balancing the opportunity to influence future servicing strategies.

Job Responsibilities:

• Responsible for leading, coaching and developing a team of Test Kitchen Specialists to their full potential – incorporating our Conversation Model focus into our tests.
• Constantly looking for ways to raise the bar and improve performance, efficiency, and productivity.
• Ability to put together, analyze and report regularly on testing results and team learnings.
• Daily expectations include being a role model for the required behaviors, monitoring calls, giving honest and actionable feedback, and providing one to one coaching.
• Maintain a solid grasp on reporting, a close connection with CEN teams, the ability to drive presenteeism and encourage participation through creative engagement opportunities, as well as a passion to bring others with them, by focusing on how to maximize on the Test Kitchen’s full potential for Network and Companywide impacts.
• Engage and collaborate with other Pod Leaders to stay current with emerging trends across CEN skills, leverage acquired knowledge to redirect Test Kitchen focuses and share back learnings from tests.
• Lead and maintain employee satisfaction and engagement by using reward and recognition tools.
• Inspire and motivate team members to have a Customer First approach.
• Create an environment where all employees feel their contribution is valued by delivering extraordinary customer service and providing invaluable feedback from their experiences with different processes, procedures, and call types.
• Lead by example, promote blue box behaviors, and encourage an effective and positive work environment.
• Challenge your team to ‘raise the bar’ and drive continuous improvement.
• Build a talent pipeline by identifying staff with high potential for succession planning and coaching.

The Ideal Candidate:

• Strong working knowledge of American Express Policies, Procedures, and products.
• Demonstrated experience within CEN, including products, processes, and account servicing, including a strong use and knowledge of CHC.
• Proficiency with and/or knowledge of Qualtrics & Microsoft Programs (PowerPoint, Excel, Word)
• Must be well versed in our renewed Customer First approach, and able to apply it to call reviews, coaching, and strategic initiatives.
• A natural and inspirational coach - a proven motivator of people.
• Ability to provide strong behavioral coaching.
• Proven ability to handle multiple priorities, work in a fast-paced environment and make decisions quickly.
• Possesses a competitive and strong will to win attitude; demonstrates resiliency and extreme adaptability to re-prioritize as needed in fast-paced environments.
• Ability to interact/communicate effectively with all levels of the organization in a clear, concise, and tangible format.
• Maintains a Growth Mindset and intellectual curiosity, while aspiring to challenge the status quo.
• Demonstrated personal excellence including punctuality, integrity, and accountability; MUST have the ability to work independently while fostering a team environment.
• Proficient in Microsoft applications such as Word and Excel.
• People leadership experience.
• Exhibits competitive results in performance metrics.
• Self-motivated with an eagerness to face new challenges.

Minimum Qualifications:

• SDL endorsement
• Current Sunrise CEN Pod Leader with a Hybrid work designation (or Sunrise Virtual Team Leader willing to change their work designation to Hybrid).
• Minimum of 1 year CEN leadership experience
• Ability to work Monday – Friday 9:00am - 5:30pm EST
• Strong Customer First focus
• ​​​​​​​Seeks out and welcomes new challenges and learning opportunities.
• Demonstrates ability to use setbacks and mistakes as opportunities for growth and personal development.
• Generates creative ideas/solutions.
• Ability to foster a collaborative team environment while driving individual colleague performance.
• Strong sense of personal accountability with a Growth Mindset.
• Excellent written/oral communication skills and the ability to explain tasks in a clear, concise manner.
• Must be comfortable with ambiguity and adapt easily to change.
• Creative thinking and analytical skills.
• Dependability/reliability is crucial to success in this position.
• Ability and resilience to work in a fast-paced and dynamic environment as well as multitask while supporting multiple different initiatives.
• Demonstrate personal excellence by remaining positive in difficult/challenging situations.
• Excellent negotiation, influencing and resourcefulness skills.
• Ability to demonstrate empathy and consideration in difficult situations.

Salary Range: $65,500.00 to $102,500.00 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 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