Manager - Operations

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.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

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 Manager, B2B Servicing is responsible for leading a team that delivers consistent, high-quality service to B2B clients. This role owns the execution of servicing processes, the day-to-day customer experience, and overall team performance. The Manager ensures operational standards are met, performance metrics are achieved, and client issues are resolved effectively. Success in this role is defined by strong team leadership, disciplined process management, and accountability for customer and operational outcomes.

Key Responsibilities:
•    Lead and develop a team of servicing professionals
•    Establish clear performance expectations and maintain accountability for results
•    Provide regular coaching, feedback, and performance management
•    Manage staffing, workload distribution, and daily operational coverage
•    Own execution of the servicing process from intake through resolution
•    Ensure delivery against SLAs, quality standards, and established procedures
•    Maintain accountability for the customer experience within the servicing function
•    Resolve complex client issues and escalations in a timely and professional manner
•    Monitor and report on key performance metrics including service levels, turnaround times, productivity, and quality
•    Analyze performance data to identify trends and address gaps
•    Implement process improvements to enhance efficiency and service quality
•    Partner with internal teams to resolve client-impacting issues
•    Ensure adherence to contractual commitments, regulatory requirements, and company policies
•    Identify operational risks and escalate concerns as appropriate

Minimum Qualifications:
•    3+ years of people leadership experience
•    Demonstrated success operating in a KPI-driven service organization
•    Strong operational management and organizational skills
•    Ability to manage multiple priorities in a fast-paced environment
•    Effective problem-solving and escalation management capability
•    Working knowledge of service metrics and performance reporting
•    Strong written and verbal communication skills
•    Proficiency with customer relationship management, case management, and reporting tools
•    Process-oriented with a focus on continuous improvement
•    Demonstrated accountability for team, customer, and operational outcomes
•    Preferred: 3+ years of experience in B2B or commercial servicing, client operations, or account support
 

Salary Range: $89,250.00 to $150,250.00 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.

US Job Seekers - Click to view the “Know Your Rights” poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window: https://www.eeoc.gov/poster

Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.