Customer Service Associate

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.

The Global Servicing (GS) Automation team sits within the Servicing Capabilities and Innovation (SC&I) team within Global Servicing’s Global Support Enablement and Controls (GSEC) organization. The GS Automation Team collaborates to design, build, and implement process automation for global servicing processes while leading the day to day of our production digital workforce. Our aim is to build an intelligent automation ecosystem that transforms and elevates how we service our customers and colleagues through both traditional and advanced automation tools and capabilities such as API integration, Robotic Process Automation, Human-in-the-loop, Process Intelligence, Generative AI, and Agentic AI

The Automation Operations Enablement team is driving a step change in how we work — harnessing digital, intelligent, and agentic automation to deliver better experiences for our colleagues, customers, and partners. Our Digital Operations team serves as the heartbeat of automation production: ensuring automations run smoothly, resolving issues in real time, and shaping the roadmap for tools that make operator workflows easier and more transparent. Digital Operations connects Technology and Business teams to drive automation reliability, transparency, and innovation. We don’t just monitor automations — we help build the ecosystem that makes them smarter, safer, and more impactful.

We’re looking for curious, collaborative, and forward-thinking people who are comfortable with both operational discipline and innovation. Whether you’re experienced with traditional BPMN and RPA automations or exploring the power of AI and Agentic systems, you’ll help us evolve how automation supports AMEX’s mission to back our customers and colleagues every step of the way.

If you’re passionate about blending operations, technology, and innovation — and you want to shape the future of digital operations — this is the place to do it.

How will you make an impact in this role?

Join the Digital Operations team within the Automation Operations Enablement team — a group at the forefront of how we operate, innovate, and support cardmembers, customers, and partners. We oversee and enhance the automations that power our core services, from traditional business process automation to emerging intelligent and agentic systems.

As a Project Analyst (027200), you’ll learn how modern automations run in production, how to identify and resolve issues, and how to partner with Technology and Operations teams to continuously improve reliability and efficiency.

This is an ideal opportunity for someone eager to launch a career in automation operations and digital transformation.

Key Responsibilities

• Monitor production automations across multiple technologies (BPMN, RPA, APIs, AI-based tools).
• Assess alerts, triage incidents, and raise tickets for technology or product issues.
• Collaborate with Technology and Business teams to communicate issue status and resolution progress.
• Assist in impact assessments, downtime notifications, and post-release validation.
• Support delivery-to-production handovers and maintain readiness checklists.
• Generate and share daily production reports and SLA performance insights.
• Identify potential improvements to simplify operator workflows and enhance customer experience.

What We’re Looking For

• Curiosity about automation, digital operations, or intelligent workflows.
• Foundational knowledge of RPA, BPM, or workflow systems is a plus.
• Strong communication and analytical skills with an eye for process improvement.
• Growth mindset and eagerness to learn emerging automation technologies.
• Understanding of IT methods and practices.

• Excellent problem solving and troubleshooting skills.

• Ability to manage and complete multiple tasks within specified timeframes.

• Strong organizational skills and effective written and interpersonal communication skills with the ability to share information with both technical and non-technical partners.

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

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.