Manager Operations Excellence Gurugram, HR, India (Hybrid) **Job Description** **Overview:** Customer Fulfillment Network (CFN) offers wide range of services to its Customers, Merchants and Commercial Clients .CFN has a global footprint in 15 Delivery Hub's from where it offers customer service to 24 markets in multiple languages. CFN plays a critical role in companywide efforts to streamline processes, enable digital fulfillment and adhere to market regulations, policies, audit requirements and compliance framework. **Role Description:** As CFN continues to evolve and grow its servicing landscape, Digitization & Automation of back-office processes is becoming more critical as it directly impacts customer experience in a highly competitive payments landscape. This position will be responsible for enabling Communication & transformation framework, by leveraging and coordinating with cross-functional leaders, with deep focus on Process Standardization and Customer First. **Responsibilities** + Project Management , MIS Support and Data Analysis for CFN + Engage with CLIC Capabilities, Automation COE , Communications working partner and work on key Transformational projects + Lead the planning and management of a diverse set of initiatives that result in achievement of sustainable, transformational goals + Ownership of key workstreams - Automation to track and improve our customer engagement and operational activities and fostering a spirit of collaboration across teams + Relationship leadership,



including ability to develop strong working relationships with business partners across AXP and oversee the development and execution of a portfolio of initiatives especially in the Communication workstream **Qualifications** + Exposure towards Project Management, MIS capabilities and data analysis framework + Must possesses an exceptional track record of commitment to integrity and service + Focus on the customer; demonstrate desire to understand and solve for customer needs and pain points + Exposure & experience in Consumer, Merchant & Commercial Services + Excellent communication skills - both written and oral, with experience leading discussions with Senior Leaders where decisions need to be made based on the facts presented + Good relationship management and collaboration skills with the ability to influence others, both internally and externally, across many geographies + Strategic thought leader with the ability to work through unstructured problems and develop clear action plans + Robust work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset and Blue Box Values **Job Info** + Job Identification26012918 + Job CategoryProject Management + Posting Date08/25/2026, 03:04 PM + Apply Before09/01/2026, 06:30 PM + Degree LevelBachelor's Degree + Job ScheduleFull time + Job ShiftDay + LocationsAMEX Sub Tehsil Kadipur, Gurugram, HR, 122004, IN(Hybrid) + Career AreaCustomer Service and Travel Return to Jobs List (https://careers.americanexpress.com/en/sites/CX_1/jobs)

📌 Manager Operations Excellence (Gurugram)
🏢 American Express
📍 Gurugram