Team Leader / Customer Service

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. 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?As a Team Leader within the Customer Fulfillment Network (CFN), you will play a key role in driving operational excellence, people development, and process improvement across a high-performing team. You will be responsible for leading and inspiring a group of Customer Care Professionals (CCPs) to deliver exceptional service experiences while ensuring compliance with quality, efficiency, and performance standards.You will act as a connector between strategy and execution — guiding your team through changing priorities, optimizing workflows, and fostering a culture of collaboration, accountability, and continuous learning. Through your leadership, you will enable colleagues to perform at their best and deliver superior outcomes for both our customers and the business.Minimum QualificationsAdvanced written and verbal English proficiency (required).Proven experience leading and motivating teams in a customer service, operations, or process-driven environment.Strong communication and interpersonal skills, with the ability to engage and influence across all organizational levels.Demonstrated ability to analyze performance data, identify trends, and take action to drive improvement.Solid understanding of Customer Service and Card Operations processes.Strong organizational, planning, and multitasking abilities in a dynamic environment.Demonstrated track record of delivering results and meeting operational goals.Flexibility to work in a shift-based environment, which may include evenings and weekends.Ability to build trusting relationships with direct reports, fostering fairness, engagement, and growth.Preferred QualificationsExperience within the Customer Fulfillment Network (CFN) or similar operational environment.Working knowledge of data analytics and agile methodologies to support decision-making and continuous improvement.Proven ability to drive process enhancement initiatives, leveraging cross-functional partnerships and technology.Strong problem-solving mindset with the ability to proactively identify and resolve issues that impact customer or employee experience.Passion for coaching, recognition, and talent development, ensuring every team member can reach their full potential.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 Support for financial-well-being and retirement Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need Generous paid parental leave policies (depending on your location) 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 opportunitiesOffer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.