Vice President, Product Development - GSG Voice Capabilities, Storage and Data Governance

American Express Global Services Group (GSG) is focused on enabling our customers to experience consistent and frictionless journeys, resulting in best-in-world service, collections efficiency and value generation. The GSG Capabilities organization partners with operations and technologies to solution, develop, implement, and optimize the tools and systems to support business strategy and ensure the best user experience and customer outcomes. Our contact management ecosystem supports thousands of users across multiple global locations and functions (Servicing, Credit and Collections, Fraud, New Accounts, TLS) and customer types.

The role will be responsible for leading exciting and transformational initiatives to improve the colleague and customer experience. The role will span both legacy and next generation solutions, and will work in close partnership with operational, strategy and technologies colleagues.

You will lead a newly formed team to test and enable innovative customer and colleague experiences, made possible as more countries and business functions migrate to our modernized contact management platform via an ongoing transformation initiative. Working alongside the Vice President, Contact Management, you will help to shape the transformation of servicing at American Express using innovative new technology. Servicing capabilities in scope include Voice ID biometrics, call recording, call transcription and storage, speech analytics, and exciting new use cases that leverage emerging technologies in natural language processing.

In addition, this role will lead the GSG data governance and management initiatives and will also be the product owner of the enterprise data storage capabilities (iVU and Griffin).

Note: No international relocation is being offered for this role.

Responsibilities:

• Apply voice/contact center and digital product management expertise to deliver American Express’s vision for frictionless, omnichannel customer journeys.
• Collaborate with technology and all stakeholders to ensure that voice and storage capabilities meet business needs.
• Efficiently and transparently deliver against global, cross-functional demand for voice and storage capabilities.
• Lead the GSG Data Governance and Management activities, supporting the federated, enterprise Data Governance model.
• Provide strong leadership for a global team, driving program performance and colleague development.
• Drive change across American Express to extract the most value from existing and new, innovative voice capabilities.
• Act as a champion of the user experience, leading the teams to optimize capabilities to enable the best customer experience every day.

Required Qualifications

• At least 3 years working as a leader at the intersection of business and technologies in contact management solutions is essential.
• Proven experience collaborating with & influencing senior management and peers across multiple business units.
• Proven experience mapping and optimizing user experience.
• Strategic, innovative thinker with a successful track record of problem solving, driving results and constructively challenging the status quo working on complex solutions is essential.
• Experience in leading and developing cross-functional teams across geographies
• Strong written and verbal communication skills to senior level audiences – both face to face & remote.
• Experience with contact center solutions is highly preferred.

Salary Range: $185,000 to $260,000 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 our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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 work arrangements and schedules with hybrid and virtual options with Amex Flex
• 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.

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.

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.

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/Employees - Click here to view the “Know Your Rights” poster and supplement and the Pay Transparency Policy Statement.

If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

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