Manager II-Project Management

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.

You Lead the Way. We’ve Got Your Back.

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

Functional Details:

Outstanding customer service has been at the core of American Express for 170 years. As part of the new Framework for Winning, our company vision is to provide the world’s best customer experience every day. This is at the heart of the work done in the Global Services Group (GSG), where “Customer First” is our commitment to both external and internal customers. The Customer Engagement Network (CEN) is the largest customer-facing organization in GSG, delivering superior customer care via voice, chat and other channels to Card Members across the global proprietary business.

Global Business Integration (GBI) is the organization dedicated to supporting business change into the US CEN through change execution and project management. We are responsible for a portfolio of business initiatives developed across GCSG, ED&A, GSG, and more. Essentially, if there is an end Consumer Card Member impact and/or impact on servicing procedures/tools used by our Customer Care Professionals (CCPs), our team ensures that we understand, process and implement the change with minimal servicing disruptions. To ensure readiness for change, GBI oversees customer journeys (on and offline) and develops servicing strategies to support new initiatives. We are then responsible for implementation for US CEN, which includes ensuring capacity for new volume into the network, supporting the development of new capabilities and tools to service customers and delivering holistic and compelling change adoption to support awareness, knowledge and engagement.

This GBI Manager role has an emphasis on the US Consumer organization and offers a fantastic opportunity to work closely with & influence the multiple lines of business across the organization. The position provides a unique opportunity for an individual looking to support diverse initiatives and expand his/her knowledge of AXP’s GSG functional areas while leveraging and expanding his/her experience in the project management and change management space. To be successful in this role, you will need to combine creative thought leadership, broad business knowledge, and be comfortable in a fast changing and iterative environment. This is a terrific opportunity for those who value the customer experience and who possess the passion to problem solve, think outside the box, and articulate impacts and trade-offs.

Responsibility:

• Oversee critical project management phases for US CEN: capacity planning, capabilities development & change adoption, including ECCO enhancements and the development of training solutions
• Work with Technologies & Transformation teams for Capabilities and Gen AI initiatives.
• Serve as a key point of contact for USCS (Product, Pricing, NPD & Marketing) into servicing, championing ‘channel of choice’ balanced with Digital First and shepherding partners through other GSG functions (e.g. Credit, New Accounts)
• Manage relationships and communications across key stakeholders upstream and downstream, including US CEN and GSG support & integration teams (e.g. GSLN, GCCM, GSP Capabilities, etc.)
• Consult and negotiate, including the ability to say no and/or escalate, to ensure optimal customer outcomes balanced with the right pace and impact of change for our CCPs to enable our servicing to remain as a differentiator
• Analyze data to identify risks, make informed decisions and enable issue resolution through effective collaboration and partnership
• Identify measures of success and deliver Post Implementation Reviews following launches (e.g. Customer First Resolution, RTF, volumes, call monitoring, CCP excitement/knowledge retention)
• Ensure compliance & control embedded in all activities through coordination with GCO, Compliance and other regulatory teams
• This role supports US CEN , DGT & Digital Servicing so the work schedule will be based on supporting US day shift.

Skill Set:

• Customer First passion and advocacy, with the ability to translate customer insights and analytics into compelling strategies
• Working knowledge of our service infrastructure (CEN, Digital Servicing , DGT ) with experience in customer care, including an understanding of how results are driven in a fast-paced, complex operations environment.
• Understanding of new technology solutions as Gen AI .
• Prior project and/or process experience required, with a balance of both strategy and tactical execution
• Superior organization skills and able to manage multiple priorities with competing demands for your time
• Excellent relationship and communication skills (written/oral), with the ability to clearly summarize complex concepts and engage with senior executives to garner credibility and sponsorship
• Proven ability to influence and negotiate with colleagues/partners, within and outside of GSG, to deliver desired outcomes without direct authority
• Intellectually curious, comfortable with ambiguity and a self-starter

Qualification:

• MBA or relevant experience preferred (consulting or operational leadership)

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.