Job Description

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible - and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

This highly visible role will be joining a team chartered with delivering high quality technology support solutions for all American Express colleagues worldwide. This will include driving process improvements and enhancing technology support capabilities in order to modernize the support experience.  The successful candidate will have a passion for technology and customer service, as well as driving innovation and change across the organization. 

Responsibilities may include but are not limited to the following:

Will work with all global service delivery teams to identify and drive best practices, process and technology improvements, and roll out new servicing capabilities where appropriate. Will work to drive process consistency across teams.
Will to oversee quality controls, monitor service level metrics, engineer training and general oversight of the Technology Service Desk (American Express’s technology support call center). Will oversee vendor partner to ensure that service delivered is top quality and meets with American Express standards.
Partner with Service Delivery Managers, Product Owners, Engineers, and other key stakeholders to resolve issues, conduct root cause analysis, and install preventative measures. 
Ensures that incidents and problems are accurately classified, prioritized, and remedied to drive ongoing quality control. 
Develops a strong rapport with Service Delivery leaders to gather feedback, identify and prioritize new opportunities, and to facilitate the implementation of new capabilities. 
Will manage internal communications to our network of technology support teams globally to ensure that all staff groups are aware of product deployments, critical issues, system outages and other information required. Communicates the status of incidents, preventative solutions and resolutions to the relevant leaders across the Service Delivery organization. 
Will act as a liaison between Product owners and our front-line technology support groups to ensure that our organization is positioned to meet and exceed customer expectations.
Will have a forward looking “growth mindset” with a focus on emerging customer service industry trends and capabilities (examples:  chatbots, video and preemptive healing).  Will evaluate new opportunities, prioritize and deploy across the Site Services organization.
Candidate will have excellent written and verbal communication skills, and the ability to interact with colleagues and leaders across the organization. We need engineers who can “speak tech” while also communicating effectively with other colleagues.

The successful candidate for this position must be a proven self-starter with the ability to manage multiple priorities and projects.  
3+ years of experience in a production support / service / operations environment or within a product engineering organization. 

Candidate is expected to possess a strong understanding of end user computing as well as technology support strategies, and related technical processes. Prior experience in a Service Delivery role is preferred but not required. 
Recognizes the importance of teamwork to achieve objectives and is clear when explaining ideas and concepts to others, communication is structured and easy to understand
Handles problems and acts on own initiative without being prompted, while knowing when to escalate decisions vs making on-the-spot decisions

Demonstrated analytical thinking, problem solving and adaptive communication
Adapts to change quickly and easily while thriving in an Agile environment
Experience working in a large, globally diverse organization is strongly preferred.
Experience with business process reengineering is preferred, with the ability to challenge the status quo and drive creative ideas and solutions; influencing others without direct authority
Bachelor’s Degree in computer science, computer engineering or related field required
Experience with design and coding across one or more platforms and languages (e.g. Java, HTML5, JavaScript, .Net, SQL) is preferred