Reporting to the VP Customer Engagement Network and based in Fort Lauderdale, Florida, the role of Director Operations is responsible for leading, inspiring and engaging a team of Customer Care Professionals in one of the largest call center operations in World Service.
Displaying a genuine passion for people, a growth mindset and a continual pursuit to improve performance, this leader will execute the vision for World Service in the location and ensure customer, employee and shareholder needs are met. Demonstrating a commitment to excellence and a ‘business owner’ mindset the Director Operations will focus on continuous employee development, leveraging best practices and driving operational efficiencies in support of Relationship Care Principles.
Primary Responsibilities
· Providing strong, dynamic leadership to mentor, develop and coach team members to deliver exceptional levels of care to our Customers, generating engagement and creating value in every interaction
· Communicating effectively to teams to ensure that our vision, Relationship Care principles and associated policies are understood and applied by our customer care professionals and partners
· Creating an engaging environment for our employees to ensure that we are able to attract, develop and retain high performing talent
· Developing and maintaining an effective organization of responsibility, including efficient on boarding of talent, coaching, recognition, setting and ensuring maintenance of performance standards, delineation of duties and responsibilities, staffing levels and leadership oversight
· Leading Premium customer experience initiatives and leveraging relationships across the American Express Network to share customer insight in pursuit of continuous improvement
· Identifying opportunities to adapt and develop processes to achieve long term benefit
· Embracing and supporting all activities with compliance and alignment with all regulatory guidelines and standards
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
The Successful Candidate Will Be
· A respected people leader with an ability to engage and lead large teams, displaying consistent, role model leadership behaviors
· Highly accountable with a strategic mindset, demonstrating end to end ownership of activity within their remit
· Able to work across the matrix and lead in a global environment
· A highly skilled influencer with demonstrated ability to drive relationships that enable partnership, collaboration toward common goals and leveraging of best practice
· A solution oriented thought leader with a focus on cultivating a climate of idea generation, test and learn and appropriate challenging of the status quo
· Able to work with significant autonomy without direct supervision
Preferred Additional
· Proven ability to drive operational performance across large scale teams, ensuring customer satisfaction and management of key metrics
· Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models and scheduling
· An ability to synthesize and interrogate data (including financial, customer and employee performance metrics) to identify trends and inform decision making
· Bachelor degree or higher preferred
· Minimum 5 years of Call Center/Contact Center management experience preferred
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