At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this 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 are seeking a Sales Team Leader to oversee and optimize our call center operation supporting digital sales onboarding processes. This role requires a strategic thinker with hands-on expertise in call center operations, capable of identifying trends, streamlining processes, and driving efficiency in a fast-paced environment.

The ideal candidate will have a strong background in people leadership, critical thinking, and operational excellence, as well as the ability to work closely with third-party contact center agencies to ensure service quality and performance.

 

Key Responsibilities:

Lead and coach a high-performing team focused on supporting digital sales processes and completing client onboarding documentation. Analyze operational trends, identify inefficiencies, and implement fast, effective solutions. Maintain close communication with external contact center partners to ensure alignment on KPIs, quality standards, and business objectives. Ensure compliance with operational and quality controls while continuously seeking process improvement. Collaborate cross-functionally with internal stakeholders to align on sales enablement strategies. Monitor team performance, manage reporting, and ensure adherence to service-level agreements (SLAs). Manage operational budgets and optimize resource allocation. Foster a culture of accountability, performance, and user experience-centricity.

 

Qualifications:

Proven experience leading call center operations, preferably in sales or digital onboarding environments. Strong leadership skills with the ability to manage and develop high-performing teams. Effective communication and negotiation skills, both internally and with external partners. Critical thinking and analytical skills are non-negotiable—must be able to interpret data and trends to drive decision-making. Familiarity with operational and quality controls in call center environments. Experience managing budgets and forecasting operational needs. Intermediate to advanced Excel skills (data expert, reporting, dashboards). Conversational English proficiency (written and spoken).

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.