Manager-Operations

About the position The Manager of Operations at American Express is responsible for leading the Customer Advocacy Service Team (CAST) within the Global Customer Research & Solutions organization. This role focuses on managing day-to-day operations, driving performance improvements, and ensuring compliance with regulatory requirements. The position emphasizes leadership, relationship management, and analytical skills to enhance customer experience and operational efficiency. Responsibilities • Provide direct leadership to the Complaints Analyst role. , • Manage multiple key performance indicators related to case quality and regulatory compliance. , • Lead and evolve the CAST team to improve process and Analyst productivity. , • Identify trends in customer complaints and friction points in the customer journey. , • Present findings and reports to senior leaders across various business lines. , • Support audit and exam requests as a process expert. , • Package and deliver monthly reporting on the health of the regulatory complaint process. Requirements • Experience handling regulatory complaints and adhering to US complaint policy requirements. , • Experience leading Complaint Analysts. , • Strong knowledge of the U.S. complaint policy. , • Excellent communication skills, both written and verbal. , • Strong relationship management and conflict resolution skills. , • Analytical skills with a proven track record of thought leadership. Nice-to-haves • Experience with workplace tools such as Global Complaints on CLIC and Tableau hub reporting. , • Background in the regulatory complaint space. Benefits • Paid parental leave , • Health insurance , • Dental insurance , • Vision insurance , • Life insurance , • Retirement plan , • Flexible working model with hybrid, onsite or virtual arrangements , • 20+ weeks paid parental leave for all parents , • Free access to global on-site wellness centers , • Free and confidential counseling support through the Healthy Minds program , • Career development and training opportunities Apply Job!