VP, Colleague Servicing Product & Capabilities

Company: American Express
Location: Phoenix
Posted on: March 31, 2025

Job Description:

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 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.Join Team Amex and let's lead the way together.How will you make an impact in this role?The Strategy, Transformation and Capabilities team within GSG drives the delivery of software solutions that enable our colleagues to provide superior services to our customers. This role is within our Servicing Product & Experiences (SPE) organization. Our Capabilities team not only understand how technology works, but how that technology intersects with our colleagues who count on it every day.Role Summary:The Vice President of Colleague Servicing Product & Capabilities is responsible for leading product development of colleague servicing capabilities including Card, merchant, banking and commercial servicing portals within the SPE organization. This role is responsible for leading a large global team driving exciting and transformational digital initiatives to improve the front-line colleague and customer experience. The SPE team 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. The successful candidate will play a pivotal role in shaping and delivering on product roadmaps in partnership with stakeholder teams in GSG, GMNS, GCS, Marketing and many other involved teams across the enterprise.Responsibilities:

• Lead a global team that is transforming the front-line agent experience with highly usable servicing solutions that delight, delivering at scale across global markets.
• Identify and embrace new technology to improve efficiency and make it quicker and easier for our front-line agents to access enterprise knowledge.
• Collaborate with technology and all stakeholders to ensure that platforms and portals meet business needs.
• Drive change across American Express to extract the most value from existing and new, innovative capabilities.
• Act as a champion of the user experience, leading the teams to optimize capabilities to enable the best customer experience every day.
• Drive and maintain a strong control environment as we evolve colleague product experiences.Requirements:
  • Passionate people leader committed to developing colleagues and driving highest levels of engagement and delivery.
  • Ability to partner and influence across multiple teams, functional areas and levels of leadership to drive results.
  • Experience leading high performing agile teams delivering continuous product features and enhancements, in partnership with Technology and stakeholder teams.
  • Excellent communication skills with the ability to engage, influence, and inspire partners, stakeholders and executives to drive collaboration and alignment.
  • Strategic, innovative thinker with a successful track record of problem solving, driving results, enhancing the customer experience, and constructively challenging the status quo working on complex solutions.
  • Strong problem-solving skills with the ability to effectively navigate through complex business problems to develop and recommend win-win solutions.Salary Range: $185,000.00 to $260,000.00 annually + bonus + equity (if applicable) + benefitsThe 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 working model with hybrid, onsite or virtual arrangements depending on role and business need.
    • 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.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.Employment eligibility to work with American Express in the U.S is required as the company will not pursue visa sponsorship for these positions.
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Keywords: American Express, Phoenix , VP, Colleague Servicing Product & Capabilities, Executive , Phoenix, Arizona