American Express Customer Experience Manager ? Hiring Now

American Express Customer Experience Manager ? Hiring Now

Job Summary...

We are excited to announce an immediate opening for the position of Customer Experience Manager at American Express. This is a full-time role with a competitive salary range of $70,000 ? $90,000 per year, depending on experience. The position allows for a flexible schedule with remote work options, supporting a work-life balance that empowers our employees. Working hours are typically standard, Monday through Friday, with occasional weekend work as needed. As part of our team, you will enjoy a comprehensive benefits package that includes health and dental insurance, paid training, generous paid vacation time, and opportunities for professional development.

Job Description

As the Customer Experience Manager at American Express, you will play a pivotal role in enhancing the customer journey and ensuring that our clients receive unparalleled service. Your primary focus will be to analyze customer feedback, implement strategies that drive customer satisfaction, and lead a team dedicated to delivering superior experiences.

In this position, you will be responsible for setting the strategic direction of customer service initiatives and monitoring their effectiveness. You will collaborate with cross-functional teams to ensure that customer insights are integrated into our product offerings and service enhancements. Moreover, you will lead training programs for customer service representatives, fostering a culture of excellence and continuous improvement.

A successful Customer Experience Manager will utilize data-driven insights to identify opportunities for process improvements and innovation. You will work closely with the marketing and product development teams to ensure that customer needs are met and expectations exceeded. Your role will also involve creating and managing customer experience metrics to track progress and inform decision-making.

In addition, you will create a positive work environment that encourages teamwork and professional growth. Building strong relationships with customers and stakeholders will be crucial in driving loyalty and long-term engagement.

Requirements

? Bachelor?s degree in Business Administration, Marketing, or related field.

? Minimum of 5 years of experience in customer service management or a related position.

? Strong understanding of customer experience principles and metrics.

? Excellent communication and interpersonal skills.

? Proven ability to lead and motivate a team.

? Experience in using customer feedback tools and data analysis.

? Ability to develop and implement effective training programs.

Responsibilities

? Design and implement customer experience strategies that drive satisfaction and loyalty.

? Analyze customer feedback and data to identify trends and opportunities.

? Collaborate with cross-functional teams to enhance product offerings and service quality.

? Manage and coach customer service teams to ensure adherence to best practices.

? Create and manage key performance indicators to measure customer experience success.

? Develop training materials and conduct workshops for team development.

? Build partnerships with key stakeholders to promote a culture of customer-centricity.

Benefits

? Competitive salary with performance bonuses.

? Comprehensive health, dental, and vision insurance.

? Flexible working schedule and remote work opportunities.

? Paid time off, including vacation and personal days.

? Company-sponsored training and professional development.

? Wellness programs and resources.

? Employee discounts on American Express products and services.

Educational Qualifications

A Bachelor?s degree in Business Administration, Marketing, or a related field is required. Additional certifications related to customer service or project management are a plus.

Experience

Candidates should have at least 5 years of experience in customer service management or a related field, demonstrating a successful track record in improving customer satisfaction and team performance.

Company Overview

American Express is a globally recognized leader in financial services, providing innovative solutions to millions of customers worldwide. Our commitment to exceptional customer service sets us apart in the industry, and we thrive on creating experiences that exceed expectations. At American Express, we believe in fostering a diverse and inclusive work environment where every team member can contribute their unique perspectives. Join us and be a part of a company that values integrity, excellence, and customer-centric solutions.

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