Manager, Resy Support - job 4 of 9

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.

WHO WE ARE: 

Resy is the American Express global dining platform. Our mission is to power the world’s best restaurants, using technology to imagine the future of hospitality. We serve 10,000 ResyOS restaurants globally.

Our customers discover the amazing world of restaurants thanks to our content-rich website and innovative mobile app. Our diners are insiders, and we love having them at the table.

We’re hiring, too. Interested in joining our team of restaurant-obsessed explorers? Right this way.

ABOUT THE ROLE:

Resy is looking for a new manager to join our Support Management Team and play a key role in scaling our support operations, enhancing our customer experience and coaching our support team to success. With a focus on supporting Resy restaurants, the ideal candidate will be passionate about customer experience, highly analytical, and skilled in team leadership and development. This position will collaborate with stakeholders across the company including Customer Success, Compliance, Product, Data, Benefit, and Marketing teams to ensure successful support procedures are rolled out alongside all company initiatives.  

Job responsibilities include, but are not limited to
●    Lead and mentor a team of customer service representatives, fostering a culture of excellence, empathy, and accountability.
●    Develop and maintain customer service policies and procedures, ensuring compliance with American Express standards and regulations. 
●    Work collaboratively with product teams to successfully support new Resy features and product updates.  
●    Develop and analyze Resy Support data to highlight key performance metrics, trends, and areas of improvement. 
●    Handle escalated customer inquiries and complaints with professionalism and efficiency, striving for positive customer outcomes. 
●    Develop into a thought leader and drive organizational change supporting customer outcomes.
●    Work closely with cross-functional stakeholders across the organization, particularly with the Revenue, Product, Data, Access, and Marketing teams, to address customer needs and improve processes. 

Required Skills and Experience
●    Minimum 3 years in a post-sale Customer Success role 
●    You have experience working with Product and Engineering teams 
●    You have excellent verbal and written communication skills 
●    You’re self-motivated and enjoy a fast paced and evolving work environment 
●    You’re a creative thinker and approach challenges as new opportunities 
●    You lead and make decisions with a customer-centric mindset 
●    You have a strong understanding of hospitality operations and industry expertise  

Salary Range: $80,000.00 to $155,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

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 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

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