Director Operations - US Digital Servicing

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 Work's 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.
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.
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

Work arrangement
Hybrid