POD Leader - Customer Experience Coach

You Lead the Way. We ve Got Your Back.

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.

Join Team Amex and lets lead the way together.

This position is of a People Leader role in the Customer Engagement Network (CEN) India Team. CEN is a global team of 10, 000+ dedicated colleagues who put our customers at the center of everything they do. This organisation is part of an exciting new leadership structure that is designed with career development in mind, redefining responsibilities and empowering leaders to lean into their strengths as one of two new Pod Leader roles: Operations Support & Customer Experience

Working outside of traditional hierarchies, these two new roles offer specialist support for Customer Care Professionals (CCPs) to deliver extraordinary service every day to American Express consumer Card Members around the world. Through their strong collaboration, these Pod Leader roles work collectively to support and drive performance amongst their pods of CCPs.

As a Pod Leader you will split your time between your Pod Leader duties and your Specialism:

Pod Leader: As a People Leader you will be creating a sense of community in your Pod - (a group of CCPs who will be reporting to you directly), through check-ins, huddles and enabling a Peer Coaching culture. As well as acting as first point of contact for well-being, you ll show your backing for your CCPs through effective career development conversations.

Your Specialism Customer Experience: Dedicated to driving CCP performance through coaching while partnering closely with other Pod Leaders. As a Pod Leader - Customer Experience, you will work in 3-month rotations, supporting the top 90 percent CCPs based on your area of expertise, whilst coaching to any and all behaviors holistically, including Value Generation , to drive world-class customer service and results.

Pod Leader Responsibilities:

Act as a Connector Manager by enabling your pod to learn from new connections in an expanded network of Pod Leaders

Collaborate with other specialisms in close partnership and recognize where other Pod Leaders are better equipped to provide support and guidance to deliver a consistent CCP experience

Demonstrate outstanding and approachable leadership to a group of CCPs as their designated Pod Leader

Motivate and inspire CCP colleagues in your pod to achieve their career targets through frequent and meaningful development conversations, including the mid-year and year-end review process

Lead your pod through your inclusive leadership, and by rewarding and recognizing performance and effort

Adapt to real-time demands and periods of high call volume by taking live customer escalations and/or customer calls

Support your colleagues by picking up specialist responsibilities outside of your own when required, to ensure smooth running of operations

Pod Leader - Customer Experience Responsibilities:

Provide CCPs with world-class coaching that inspires and drives individual and overall performance

Support CCPs with coaching plans that maximize their learning and development through scheduled and in-the moment interactions

Champion regular call calibration sessions and huddles with fellow Pod Leaders, fostering a culture of peer coaching, best-practice sharing and learning

Collaborate within the team of Pod Leader - Customer Experiences and react to real-time queries from CCPs, supporting them with customer conversations and escalations.

Create engaging and fun huddle content for all Pod Leaders focused on common areas of opportunity

Preferred Skills & Qualifications

Demonstrate passion and enthusiasm for coaching, with a proven ability to engage CCPs and drive performance

Observant and attentive in identifying and determining customer service opportunities

Excellent time management and ability to take an agile approach amidst multiple priorities in a fast-paced and dynamic environment

Confident handling difficult conversations and taking responsibility for customer escalations

Display personal excellence by remaining positive in difficult situations

Superior interpersonal, communication, and collaboration skills

Confidence to work in a hybrid environment

Knowledge of the LEAD Coaching framework

Benefits include:

• 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