You Lead the Way. Weve 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, youll learn and grow as we help you create a career journey thats unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally. At American Express, youll be recognized for your contributions, leadership, and impact every colleague has the opportunity to share in the companys success. Together, well win as a team, striving to uphold our company values and powerful backing promise to provide the worlds best customer experience every day. And well 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. How will you make an impact in this role? Responsibilities:

• Process Manager will be responsible for providing advanced support on queries/issues reported by end users, conducting deeper analysis on issues, collaborating with technologies, publishing support metrics, mentoring, coaching & L1 servicing team.
• Ensure that servicing team meets timeliness & quality goals. Publish KPI metrics for the team.
• Conduct support ticket analysis to identify the common issues reported by end users
• Collaborate with business and tech partners by proactively engaging on weekly calls.
• Conducting end user trainings & take other initiatives to reduce the number of user enquiries.
• Provide sales/marketing process & Salesforce.com technical expertise.
• Responsible for collecting feedback from end users & communicating the same to all team members.
• Share, leverage & adopt industry best practices & propose new features & technologies to drive efficiencies & business impact.
• Performing user acceptance testing for key projects.
• Identify process improvement opportunities, provide platform enhancement recommendations.
• Lead annual activities like Portfolio Realignments & other ad-hoc support with portfolio transfers etc.
• Data Quality Monitoring by performing scheduled audits & other data cleansing tasks.
• Provide Salesforce.com technical and business process expertise.

Critical Factors to Success (Outcome Driven): Business Outcomes:

• Partnering in onboarding, coaching & guidance to L1 team colleagues for CASE resolution & supporting with complex queries. Responsible for providing resolution to queries raised by SFDC platform users and setting up user access.
• Effective at collaborating across internal and external partners and building relationships
• Maintain documentation for processes used by the customer support team and the support knowledge base for known issues.
• Enhance customer service experience by showing ability to learn new features/functionality to provide better L1 support to end users.

Leadership Outcomes:

• Put enterprise thinking first, connect the roles agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.
• Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings.
• Demonstrate learning agility, make decisions quickly and with the highest level of integrity.
• Deliver the worlds best customer experiences every day.

Compliance Language Past Experience

• 4+ years Salesforce.com platform configuration & customization experience.

• Experience in a business environment with experience in SDLC or Agile Methodology.

• Knowledge of Salesforce platform: (Sales cloud, Service Cloud).

Academic Background

• BE/B Tech, BCA, MCA, MSc. with relevant Salesforce technology experience

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.