Manager - Global Reengineering

You Lead the Way. We ve Got Your Back.

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.

Job Description

The American Express mission is to be the world s most respected service brand. Global Servicing Group (GSG) plays a central role in helping the company achieve that vision, with an interconnected team of nearly 30, 000 employees and partners operating in 22 markets around the world, all focused on serving our customers and shareholders.

Within Global Services Group (GSG), the Servicing Engineering & Optimization (SEO) team is responsible for devising and implementing long-term, cross-business unit strategies that deliver on our key goals of improving operational efficiency for American Express. Reporting to the Director, SEO, the successful candidate in this role will be responsible for leading high impact transformational initiatives to enhance the experience, efficiency, and effectiveness that support the GSG servicing teams and functions.

Primary Responsibilities of this role include:

• Drive implementation of large, medium, and small-scale projects that improve the efficiency and effectiveness of GSG functions
• Partner with multiple teams including Operations, Capabilities, and Technologies, among others to develop collaborative approaches while jointly prioritizing and addressing key business opportunities.
• Enable tactical delivery of strategic themes including making processes easier, faster, and consistent
• Oversee multiple concurrent high-complexity initiatives and lead the implementation of such initiatives across multiple sites
• Deliver, measure, and report the key success metrics/outcomes and review with the leadership by setting up a robust governance structure

Qualifications:

• Experience in Project Management, Business Management, or similar background is required
• Creative thinking, including the ability to identify patterns and propose unconventional solutions to long-standing business problems, and ability to act as a catalyst for change.
• Must be an outstanding analytical thinker and problem solver, comfortable working with data and able to resolve complex problems independently
• Strong written and verbal communication skills combined with an ability to interact effectively with senior leaders and business partners
• Proven ability to quickly adjust to shifting priorities, multiple demands, ambiguity and rapid change
• Proven track record of successfully operating in a highly matrix environment and being able to lead and influence without direct authority
• Strong working knowledge of internal Global Services Group processes and functional areas, particularly Customer Engagement Network processes.

Preferred Additional:

• Bachelor s /master s degree in industrial engineering, Management Science, similar degree or 3+ years related work experience leading project teams
• Knowledge and experience with Global Services Group processes and functional areas
• Hive/SQL or related data analytical experience
• Project Management Certification

Benefits include:

• 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