Director Operations - US Digital Servicing

American Express; Taguig; Hybrid; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Competitive base salary

Bonus incentives

Financial-well-being & retirement

Comprehensive medical, dental, vision,

Flexibile working model - hybrid/onsit

Parental leave policies

Wellness centers access

Healthy Minds program

Career development and training

Job summary

American Express is seeking a Director of Operations to lead the US Digital Servicing (Chat) Operations team in Manila, Philippines. You will drive operational excellence, coach leaders, and manage a 100+ colleague team to improve customer, colleague, and shareholder outcomes.

The role emphasizes governance, KPIs, and cross-functional collaboration with a strong focus on continuous improvement and external perspectives on industry trends.

Qualifications

• Minimum of 10 years of experience as a respected people leader with strong operational skills and a proven ability to engage and lead large diverse teams, displaying role model leadership behaviors consistently
• Demonstrated ability to lead large scale customer service organization, prior experience with frontline servicing / chat servicing preferred
• Previous leadership experience as a direct people leader, with strong collaboration skills and the ability to influence all levels of the organization
• Ability to motivate, inspire and drive teams and individuals to achieve goals and objectives
• Proven track record of working in a global operations environment and delivering outstanding result
• Strong project management, problem solving, growth mindset & analytical skills Ability to coordinate multiple priorities at any given time
• Exceptional thought leadership to continually explore and create innovative process and business improvements
• Excellent written and oral communication, interpersonal and conflict resolution skills
• Strong sense of personal accountability and demonstrated self-starter with ability to work in a dynamic, time-critical environment while managing and inspiring a diverse group

Responsibilities

• Ensure that the day-to-day operations is running smoothly with strong focus on Production, metrics and identify issues and implement action plans where required
• Ensure ongoing delivery of all key operations metrics across Shareholder, Customer and Employees
• Develop end to end operational strategies to reduce demand, elevate Card Member experience during chat, reduce journey friction points, create differentiated experience, and leverage the power of closed loop
• Lead, manage and inspire the team through effective coaching and feedback, have the right motivation level as well as innovative ideas that create followership
• Hire, retain and coach talent best fitted to meet business needs and have the strong engagement levels. Additionally perform periodic Performance Management Plan (PMP) reviews and participate in talent assessment exercises
• Collaborate with cross-functional teams to align operations with business objectives and regulatory requirements
• Strong desire to innovate and challenge status quo while partnering with COEs to establish the optimum structures and models
• Responsible for managing the P&L for the operations and ensuring the processes deliver on efficiency
• Ensure that Regulatory and Operational Risk thresholds are met through strong governance and oversight and have appropriate action plans. Gather external perspective on industry trends and evolving regulatory landscape

Skills

Leadership

Change management

Operations management

KPI management

Stakeholder collaboration

Financial acumen

Problem solving

Strategic thinking

Coaching

Governance

Job description

Job Description:

9th in Great Place to Work’s Best Workplaces™ in the Philippines 2026
10th in Fortune Magazine’s 2026 World’s Most Admired Companies
6th in Great Place to Work Philippines Best Workplaces in IT-BPM 2026
4th in Great Place to Works Best Company To Work For 2025

How will you make an impact in this role?

In taking care of our customers, we view each contact not as a transaction, but as an opportunity to deepen the overall relationship.

This Director of Operations position will lead the US Digital Servicing (Chat) Operations team based out of Manila, Philippines. You will be at the helm of driving operational excellence to enhance customer and colleague satisfaction. This role involves managing continuous change and leading large teams. Digital Servicing is one of the enterprise priorities and critical channel of choice for our customers. Therefore, this position requires a seasoned leader, who not only understands the product but also brings an external perspective. The role requires driving innovation that challenges status quo with strong collaboration by bringing others along.

As a leader of leaders this role provides coaching, mentoring and guidance to direct reports on building high-performing teams built on a strong foundation of leadership competencies embedded to the Blue Box values, and American Express Framework for winning.

The position holder is responsible for leading a team of 100+ colleagues, managing performance related to Key performance indicators (KPI) and driving a culture of continuous improvement and strong governance. Reporting to Vice President of Operations, incumbent will be responsible to collaborate across the organization to support strategic initiatives and ensure last mile execution on critical business priorities.

Responsibilities

• Ensure that the day-to-day operations is running smoothly with strong focus on Production, metrics and identify issues and implement action plans where required


• Ensure ongoing delivery of all key operations metrics across Shareholder, Customer and Employees


• Develop end to end operational strategies to reduce demand, elevate Card Member experience during chat, reduce journey friction points, create differentiated experience, and leverage the power of closed loop


• Lead, manage and inspire the team through effective coaching and feedback, have the right motivation level as well as innovative ideas that create followership


• Hire, retain and coach talent best fitted to meet business needs and have the strong engagement levels. Additionally perform periodic Performance Management Plan (PMP) reviews and participate in talent assessment exercises


• Collaborate with cross-functional teams to align operations with business objectives and regulatory requirements


• Strong desire to innovate and challenge status quo while partnering with COEs to establish the optimum structures and models


• Responsible for managing the P&L for the operations and ensuring the processes deliver on efficiency


• Ensure that Regulatory and Operational Risk thresholds are met through strong governance and oversight and have appropriate action plans. Gather external perspective on industry trends and evolving regulatory landscape

Qualifications

• Minimum of 10 years of experience as a respected people leader with strong operational skills and a proven ability to engage and lead large diverse teams, displaying role model leadership behaviors consistently


• Demonstrated ability to lead large scale customer service organization, prior experience with frontline servicing / chat servicing preferred


• Previous leadership experience as a direct people leader, with strong collaboration skills and the ability to influence all levels of the organization


• Ability to motivate, inspire and drive teams and individuals to achieve goals and objectives


• Proven track record of working in a global operations environment and delivering outstanding result


• Strong project management, problem solving, growth mindset & analytical skills Ability to coordinate multiple priorities at any given time


• Exceptional thought leadership to continually explore and create innovative process and business improvements


• Excellent written and oral communication, interpersonal and conflict resolution skills


• Strong sense of personal accountability and demonstrated self-starter with ability to work in a dynamic, time-critical environment while managing and inspiring a diverse group

Additional Details:

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig


• Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)


• Work From Home Requirements:
  
  
  
  • Must have at least 25 mbps internet connection plan / speed
  
  
  • Must have a private & quiet area to work at home
  
  
  
  


• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives

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

At American Express, our culture is built on a 175-year history of innovation,shared valuesand Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries


• Bonus incentives


• Support for financial-well-being and retirement


• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)


• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need


• Generous paid parental leave policies (depending on your location)


• 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.