Director - Process Optimization

Are you passionate about leadership and highly self-directed, the kind of person who takes ownership and strives to out-perform your own personal best? Then Consumer Travel Network (CTN) is looking for you!

American Express entered the travel agency business in 1915 and today is one of the worlds largest travel service networks. The U.S. Consumer Travel Network provides easy access for leisure travelers who walk in to its national network of retail travel offices; call in to one of its telephone service centers dedicated to servicing American Express Cardmembers; as well as for those who click in through the americanexpress.com/travel site.

This position reports directly into the Vice President of the Consumer Travel Network Service Capability Utility. You will be responsible for the customer experience and key channel decisions across the walk-in (Travel Service Offices), call-in (Call Centers) and click-in(on-line web site) environments, as well as leading a team of Project Managers and Analysts in support of process optimization efforts. Additionally you will be responsible for identification, development and execution of large-scale initiatives and projects relative to CTNs business processes and servicing platforms.

Areas of focus for this role will include, but not be limited to:
optimizing core business processes for products such as cruise, tour, air, car, hotel and travel insurance,
lead and integrate CTNs reengineering and Six Sigma strategies across the business,
lead overall customer experience initiatives and facilitate CTNs customer satisfaction efforts
lead project management and implementation resources for the development of core business capabilities and tools.

In this exciting position, you will be responsible for relationship management associated with key product portfolio Business partners. You will partner with groups across Service Capability Utilities and CTN, as well as key partners across the US Card organization.

American Express is an Equal Opportunity Employer.

QUALIFICATIONS:

This role requires strategic thought leadership, the ability to communicate at all levels including Senior Leadership, and strong project management with a superior focus on delivery of Premium Value.

Additional Requirements Include:

- Six Sigma required (Black Belt strongly preferred)
- MBA & Industrial engineering disciplines preferred
- Superior analytical/conceptual thinking
- Proven and superior project management experience (5+ years)
- Influences cross-organizationally to drive implementation of projects
- complete understanding of call center dynamics
- excellent grasp of financial tools
- Strong people leadership (5+ years)
- Fosters fast-paced environment and can quickly adjust to changing business priorities
- Ability to create a high-commitment, high-performing work environment
- Ability to think strategically as well as drive results.
- Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

Position will reside in one of our five call centers, Salt Lake City, Phoenix, Atlanta, Jacksonville, Miami or in our headquarters in New York City.