.You Lead The Way. We've 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, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally. At American Express, you'll be recognized for your contributions, leadership, and impact - every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll 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.Global Learning & Knowledge Management (GLKM) provides a full range of dynamic, evolving learning and performance solutions that enrich our colleagues' skills and knowledge, powering customer engagement and driving business results. We are a global team focused on our Company's vision and our Framework for Winning and enabling outstanding customer engagement through the onboarding of our newest Customer Care Professionals/Specialist and supporting on-the-job training (OJT).How will you make an impact in this role? Responsible for the leadership and facilitation of end-to-end training programs, providing targeted coaching for Customer Care Apprentices (CCAs)/Specialists and Coaches to achieve defined performance criteria at the end of OJT. Partnering with the business to increase productivity, the customer experience, and performance standards.Responsibilities: Transpose a wide variety of material and content into a fully actionable and effective learning program.Deliver classroom and blended programs that add value to the learner and the business.Be responsible for targeted balanced coaching and on-the-job reinforcement activities to drive speed to proficiency with learner and coaches.Manage CCA/Specialist performance in achieving pre-defined performance goals, and apply a systematic approach to improving current performance.Identify gaps between existing and required CCA/Specialist performance, analyze the causes and factors that limit performance, and implement learning solutions that focus on and deliver results.Be responsible for making recommendations on the CCAs' progress in terms of overall performance and job fit.Remain abreast of trends and development in adult education, e-learning, and technology-supported training.Act as a first point of contact for line of business partners - provide weekly performance updates to Line of Business leaders with confidence and credibility