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.

How will you make an impact in this role?

The Customer Value Experience Team provides dispute expertise to merchants and champions critical initiatives and improvement opportunities to ensure a seamless customer experience. The team’s goal is to add value to our merchants, Card Members, and shareholders through identification of dispute and chargeback reduction and avoidance.
The Hi-ROC Disputes and Escalations team is a key part of the organization. This unique and exciting Team Leader role is the coach to a team of highly skilled and motivated CCPs responsible for actioning Hi-ROC Disputes, US Second Presentment Dispute inquiries from merchants/partners and handling escalations from US GMNS and Senior AXP Executives via multiple channels.
The ideal candidate will be an inspiring leader who can balance the demands of running a high paced team environment with hands on people leadership and a consistent track record of outstanding results. Exceptional people leadership and relationship management skills to influence across the GDS organization to ensure a frictionless dispute journey for our customers, will be critical to ensuring the teams ongoing success.

Responsibilities:

• Manage a team of Dispute Specialist CCPs
• Ownership of managing and decisioning US disputes $20K+
• Ensure that all cases are allocated, actioned in a timely manner and SLAs adhered to
• Analyze performance management data, identifying opportunities to further drive relevant KPIs
• Initiate process improvements by identifying points of friction in the customer disputes journey
• Deliver tailored, inspirational, and effective coaching to direct reports through performance management and reward/recognition as applicable
• Lead by example, promoting blue box behaviors and encouraging an effective and positive work environment

Minimum Qualifications:

• Minimum of 1 year of people leadership experience: Leading, Coaching and Developing high performing teams is required
• Strong track record of exceeding scorecard goals and KPIs
• Detailed understanding and experience of the AXP Disputes process
• A passion for, and experience in, the delivery of premium customer experiences
• Proven ability to handle multiple priorities, efficiently allocate caseloads, work in a fast-paced environment and make decisions quickly
• Strong communication skills, both verbal and written with the ability to influence decisions and drive change
• Demonstrated success at collaborating internally to drive innovation and negotiate mutually beneficial solutions for AXP and customers
• Recognized ability to drive improvements in team performance

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.