Easter Seals Jobs

Description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

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 let's lead the way together.

Description

This role sits on the Global VR team as part of the Voice Response Capabilities organization and will focus on delivering an outstanding servicing experience with out of box thinking and sharing innovative ideas

This position will play a role in developing, leading next generation capabilities that will enhance customer experience, improve Self-service performance, and would align with the POA roadmap for next generation contact center strategy.

This team has ownership and accountability for the performance and customer happiness of the Global Voice Response systems across all business lines and markets across the Organization

The chosen person will work closely with various business units and Technology Partners to ensure VR performance is in line with the overall Product vision and roadmap.

Key responsibilities will include:

• Business Partner and Backlog management

• Delivery on the backlog expectations by applying principles of SAFe

• Understanding the requirement, collaborating with business on the solution, crafting in collaboration with Tech to build a streamlined customer experience.

• Define functional requirements to build an experience with focus on Customer

• Understand VR MIS and reporting and able to infer performance and metrics

• Successfully lead multiple projects and tasks concurrently

• Effectively collaborate/influence at all levels without having direct authority

• Leadership Updates and timely updates to Partners

This role may be subject to additional background verification checks.

Qualifications

• Graduate/MBA from a reputed institute with experience in Project management & Agile methodology preferred, but not required

• 4 years’ experience of project experience, with an emphasis on cross-functional projects and success in developing and deploying workable solutions into operational areas

• Working Experience on SAFe methodology

• Strong servicing skill and thought leadership, including capacity to quickly understand critical linkages and business requirements or use cases

• Positive relationship management and skills

• Excellent written, oral communication skills to enable relationship building and influencing with key partners

• Inclination to take initiative, work independently, and have flexibility to support global markets and work across different time zones

• Ability to get results in a multifaceted and evolving priorities

• Focused on meeting agreed timelines on delivery

• Excellent presentation skills

• Excellent at interacting with cross functional teams and partners with diverse skill background

• Strong teammate, with capability to take initiatives

Preferred Abilities :

• Experience with Contact center domain mainly in Inbound Voice Response platforms with expertise in crafting IVR flows, Project Management skills, Excellent Excel, PPT skills, analytical bent of mind would be added advantage.

Qualifications

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. 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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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

Job: Marketing

Primary Location: India-Haryana-Gurugram

Other Locations: India-Maharashtra-MUMBAI, India-Karnataka-Bangalore

Schedule Full-time

Req ID: 24014448