Head of Business Operations - Remote

You Lead the Way. We've Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you'll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Global Merchant Services, the merchant network of American Express, acquires and maintains relationships with millions of merchants around the world who welcome American Express-branded Cards. The Regional & Centralized Client Group (RCCG) within the Merchant Services - U.S. business is dedicated to growing American Express acceptance and deepening relationships with U.S based merchants.

This position will report to the Vice President, MS—U.S. Quality & Oversight and be responsible for leading the RCCG-focused Strategic Operations & Business Analytics team (SOBA). The team's mission is to expedite business growth by serving as a collaborative action center for RCCG. The position will focus on three key objectives: expanding Client Manager capacity & effectiveness by delivering actionable data and insights and strategic operational support, boosting customer and partner results, while enhancing colleague engagement and executing with a commitment to quality, oversight, and operational risk. The Director will strategize & lead projects designed to accelerate RCCG scorecard results through evolving business processes and innovation.

Responsibilities:

Lead a team of three Senior Managers, overseeing two strategic operations teams (nine Sales Analysts) and a business analytics team (five Business Analysts). Drive results to deliver on SOBA's mission to expedite business growth and serve as a collaborative action center for RCCG.

Lead the team as they deliver on existing high volume operational and analytical offerings while iterating new concepts and new efficiencies

Drive results across three key objectives 1) expanding Client Manager capacity & effectiveness by delivering actionable data and insights and strategic operational support, 2) boosting customer and partner results, while enhancing colleague engagement and 3) executing with a commitment to quality, oversight and operational risk.

Strategize & lead projects designed to accelerate RCCG scorecard results through improved business processes, innovation and analytics.

Clearly communicate progress; reporting milestone progress, raising key decisions and issues for resolution.

Foster a team culture committed to innovation, collaboration and feedback.

BA/BS required; MBA preferred.

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