Director Global Telephony American Express New York City

Job Description:
• Create new competitive advantages in customer experience related to our servicing configuration for our travel and/or lifestyle customers
• Identify opportunities to operate our servicing network more efficiently by leveraging our global assets and best practices in new/different ways (e.g., routing calls to a virtual global network of travel/lifestyle experts, smartly leveraging new contact channels like e-mail/chat)

This “central team” works with all 26 TLS markets and their operational leadership teams in a highly matrixed environment that requires you to have top notch communication, cooperation and prioritization skills with a “one-team” approach.

Responsibilities

For this exciting role, we are seeking a Director, Global Telephony that will be responsible for leading the business strategy and project managing the execution for the evolution of TLS’ global telephony/contact strategy, including:

• Identifying/creating best-in class and innovative customer telephony/contact strategies (e.g., IVR treatments, segmentation, omni-channel, self-service, skilling/attribute routing, global call delivery, inbound/outbound strategies, etc.) for premium and ultra-premium TLS customers

• Developing a clear and compelling strategic roadmap for TLS telephony, including business justification from a shareholder, customer and/or employee perspective

• Collaborating with other American Express business units to identify opportunities for synergy • Project managing execution of the roadmap in close partnership with American Express Technologies

• Leading a team of approximately 10 resources located in Brighton, UK and Phoenix, USA

This role will also oversee all day-to-day telephony operations within TLS globally (e.g., management of skilling, routing, new 800#s, etc), ensuring all 26 markets are operating effectively while creating standards and best-practices for improved efficiencies and easier ongoing management. The Director will be responsible for enhancing the team’s governance process for new market requests.

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

Qualifications

• Expertise in Telephony/customer contact experience design, including both ways to improve the customer experience and/or drive operational efficiencies, particularly for premium customers

• Strong awareness of the most innovative trends in telephony/customer contact strategy

• Ability to design new strategies from “blank sheet thinking” to business case development

• Demonstrated ability to develop strategic roadmap, helping define phasing plans for implementation

• Using a combination of analytical insights and past experience to help define strategies

• Experience in evolving towards multi-channel contact management (e.g., Cisco UCCE)

• Ability to be creative, nimble and agile to quickly pilot new ideas in a complex environment

• Strength in standardized project management practices to ensure quality execution

• Telephony infrastructure expertise, including IVR, ICM, ACD and VOIP

• Balanced experience of techie, consultant, business strategist, and project manager/executor

• Clear, confident, influential leadership/communication style that welcomes debate but ultimately drives consensus

• Passion for the customer experience

• Extremely organized with significant attention to detail

• Ability to travel (15%) and work out of hours as is required of a global role

Preferred Skills

• Previous travel and/or lifestyle experience/strong industry knowledge a big PLUS

• Previous global experience

• Previous experience working on consolidation, configuration, or customer experience initiatives

• Proficiency with American Express telephony standards (e.g., Avaya, TellMe, 24x7, Geotel)

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