Director Quality Assurance

• The Strategy, Transformation and Capabilities team within GSG drives the delivery of software solutions that enable our colleagues to provide superior services to our customers.
• This role is within our Capabilities Organization supporting Testing Remediation Assurance Management (TRAM). The team not only understand the criticality of enhancing end-user experience and how technology works, but how that technology intersects with our colleagues who count on it every day.
• In this role, the successful candidate will lead the user acceptance testing across several portfolios (including VR, Disputes/Fraud amongst others) supporting GSG Enterprise initiatives, oversight to a global team of colleagues/contractors along with leading the Remediation Assurance function.
• Also, provide oversight to our test automation strategy and ensure initiatives are well planned and monitored throughout their life cycles whereby the end-user experience has minimal defects.

Core Responsibilities

• Lead and develop a diverse, high-performing global team of managers, user acceptance testing team members and analysts to reach their goals and career aspirations
• Incorporate enterprise priorities into the test strategy, focus on high quality production delivery. Deliver towards TRAM priorities in ensuring high quality testing of software solutions
• Collaborate with a diverse set of stakeholders and help advance Capabilities roadmap while delivering against our objectives of improving customer experience, operational efficiency and test automation
• Engage with business operations and product/strategy teams to test and implement product features and enhancements to support the short and long-term needs of the business stakeholders
• Ensure regulatory and end user requirements are met with high quality testing
• Provide forward thinking, intuitive and innovative user acceptance testing solutions that challenge the status quo to ensure an exceptional user experience
• Foster a culture of innovation, grounded in data driven opportunity identification

Qualifications

• Proven success as a people leader, extensive experience in testing and/or product management, prior experience in leading a large team. Ability to coach, develop and provide feedback to the team
• Prior knowledge experience with user acceptance testing is preferable
• Demonstrated strategic thinking, ability to drive innovation and change through new capabilities and ability to motivate team members and partners
• Proven relationship management, collaboration skills and an ability to influence all levels within the organization
• A balance of technical and business operations knowledge with proven ability to drive solutions
• Excellent communication skills with the ability to engage, influence, and inspire partners and stakeholders to drive decision making, collaboration and alignment
• In-depth knowledge of American Express systems, products and operations
• Independent and self-motivated, capable of executing under uncertainty with multiple priorities, in a fast-paced environment
• Strong project management and presentation skills with the ability to work in a dynamic, time-critical environment.
• Passionate about new technology and finding ways to apply it to enhance the user experience
• Experience working with engineering teams, architects, and designers to deliver new Capabilities in an agile delivery environment.
• Bachelors degree or equivalent combination of education and minimum 10 years of experience is preferable

• 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