Amex Customer Service Jobs (NOW HIRING)

Join Team Amex and let's lead the way together.

In U.S. Consumer Services (USCS), our product is Membership-delivering benefits and services that are essential to our Card Members across travel, dining, entertainment, and retail. We compete by providing a differentiated Membership experience that drives loyalty and long-term growth. USCS brings this to life through our premium, cobrand, cash back, and lending portfolios, Membership Rewards, Travel & Lifestyle Services, the Centurion Lounge network, Global Dining, U.S. Consumer Banking, Amex Offers, Amex Ads, and best-in-class marketing programs. 

How will you make an impact in this role?

The Director, Amex Ads Operations sits within the Amex Ads team and reports to the Vice President, Amex Ads Product & Operations. This individual will lead the team responsible for the operational execution of advertising campaigns for third-party brands across Amex's digital properties (e.g., Amex Travel, Resy, Amex App). They will ensure campaigns are launched accurately, delivered successfully, and executed in compliance with American Express standards.

As the leader of Ad Operations, you will oversee the end-to-end operational lifecycle of digital advertising campaigns-from media plan validation through campaign trafficking, optimization, reporting, and billing.

Beyond day-to-day execution, you will build the operational foundation that enables Amex Ads to scale. As our ad products and capabilities evolve, you will design new processes and develop the organizational structure required for growth. You will define and track KPIs to measure performance and drive continuous improvement through redesigning existing processes, identifying opportunities for product enhancements, and driving AI adoption.

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you'll experience our 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.

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.

Minimum Qualifications

• 8+ years of experience in digital advertising operations.
• 2+ years of people leadership experience, including building, developing, and scaling operational teams.
• Strong hands-on experience with digital ad trafficking workflows among popular ad serving platforms (e.g., Google Ad Manager, DV360, Meta Business Manager, or similar).
• Deep understanding of digital advertising technologies and end-to-end campaign lifecycle, including media planning, audience targeting, campaign delivery, pacing, optimization, and performance measurement.
• Proven ability to assess complex operational processes, identify root causes, and implement scalable solutions that improve quality, efficiency, and controls.
• Demonstrated success driving automation, process simplification, or AI-enabled operational improvements.
• Excellent analytical, project management, organizational, and stakeholder management skills.
• Outstanding written and verbal communication skills.
• Very strong detail orientation.

Preferred Qualifications

• Experience working at a commerce media network, retail media network, publisher, or advertising platform.
• Hands-on experience configuring, trafficking, and optimizing campaigns in Google Ad Manager (GAM).
• Experience partnering with Product and Engineering teams to design operational processes to support the launch new advertising products or capabilities.
• Familiarity with advertising compliance, creative governance, and accessibility standards (e.g., WCAG).

Lead Ad Operations

• Lead the operational execution of all Amex Ads campaigns across Amex-owned digital properties, inclusive of media plan validation, forecasting, audience generation, creative review, trafficking, optimization, reporting, and billing.
• Ensure campaigns are launched accurately, on time, and in accordance with advertiser commitments and internal compliance standards.
• Serve as the senior operational escalation point for campaign delivery issues and execution challenges.
• Establish operational KPIs, service levels, and quality standards to ensure consistent execution as the business scales.

Build Scalable Operations

• Design and implement scalable operational processes and controls.
• Partner closely with Product and Engineering to operationalize new products.
• Champion a culture of continuous improvement by leveraging operational metrics, process audits, and team feedback to identify opportunities to improve operational efficiency.
• Identify opportunities to simplify workflows through automation, product enhancements, and AI-enabled solutions-including custom GPTs and other emerging technologies-to reduce manual effort and improve consistency.
• Develop operational documentation, playbooks, governance, and standard operating procedures that enable repeatable, high-quality execution.

Build and Lead the Organization

• Build and lead a high-performing Ad Operations organization capable of supporting the continued growth of the Amex Ads business.
• Design the team's organizational structure, define roles and responsibilities, and lead hiring.
• Coach, mentor, and develop team members while establishing clear performance expectations and career development opportunities.
• Foster a culture of accountability, operational excellence, innovation, and continuous improvement.