{"id":3320671,"url":"https://alion.io/job/american-express-director-operations-us-digital-servicing","title":"Director Operations - US Digital Servicing","company":{"id":2209,"name":"American Express","domain":"americanexpress.com","url":"https://alion.io/company/american-express","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":99,"open_postings":57,"ghost_share":0,"stale_share":0.088,"repost_share":0.263,"time_to_fill_p50_days":8,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Management","role_family":"Management","seniority":"head","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Taguig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":18000,"max_usd":46000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":885},"experience_years_min":10,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-27T03:30:17Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-30T08:46:20Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"9th in Great Place to Work’s Best Workplaces™ in the Philippines 2026\n10th in Fortune Magazine’s 2026 World’s Most Admired Companies\n6th in Great Place to Work Philippines Best Workplaces in IT-BPM 2026\n4th in Great Place to Work's Best Company To Work For 2025\nHow will you make an impact in this role?\nIn taking care of our customers, we view each contact not as a transaction, but as an opportunity to deepen the overall relationship.\nThis 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.\nAs 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.\nThe 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.\n 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\nEnsure ongoing delivery of all key operations metrics across Shareholder, Customer and Employees \nDevelop 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\nLead, manage and inspire the team through effective coaching and feedback, have the right motivation level as well as innovative ideas that create followership\nHire, 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\nCollaborate with cross-functional teams to align operations with business objectives and regulatory requirements \nStrong desire to innovate and challenge status quo while partnering with COEs to establish the optimum structures and models\nResponsible for managing the P&L for the operations and ensuring the processes deliver on efficiency \nEnsure 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\n 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\nDemonstrated ability to lead large scale customer service organization, prior experience with frontline servicing / chat servicing preferred\nPrevious leadership experience as a direct people leader, with strong collaboration skills and the ability to influence all levels of the organization \nAbility to motivate, inspire and drive teams and individuals to achieve goals and objectives\nProven track record of working in a global operations environment and delivering outstanding result \nStrong project management, problem solving, growth mindset & analytical skills Ability to coordinate multiple priorities at any given time \nExceptional thought leadership to continually explore and create innovative process and business improvements \nExcellent written and oral communication, interpersonal and conflict resolution skills\nStrong 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\nAdditional Details:\nLocation: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig\nWorkplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)\nWork From Home Requirements:Must have at least 25 mbps internet connection plan / speed\nMust have a private & quiet area to work at home\n\nAmerican Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives\nEmployment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions.","description_format":"text","description_chars":5046,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":100,"manages_managers":true,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial & Retail Banks","Cards & Card Issuing","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-10-27T07:46:26Z"}],"visa":[],"liveness":{"score":81,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.902,"p_room":0.9,"age_days":3,"expected_fill_days":8,"reasons":["conf:2","velocity","win:mid","comp:brand"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/american-express-director-operations-us-digital-servicing","json_url":"https://alion.io/job/american-express-director-operations-us-digital-servicing.json","meta":{"generated_at":"2026-10-30T10:23:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14965,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2209},"rest":"https://alion.io/mcp/rest/get_company?id=2209"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Famerican-express-director-operations-us-digital-servicing"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Famerican-express-director-operations-us-digital-servicing"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Famerican-express-director-operations-us-digital-servicing"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/american-express-director-operations-us-digital-servicing\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Famerican-express-director-operations-us-digital-servicing"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3320671}},{"tool":"search_jobs","arguments":{"company":"americanexpress.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3320671},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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