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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

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.

How will you make an impact in this role?

Global Merchant & Network Services (GMNS) powers the American Express global payments network, enabling more than $1.7 trillion in annual spend, serving all our Issuers and Acquirers across 170+ markets worldwide. Within GMNS, the Global Merchant & Network Service Product team is at the core of American Express, uniquely positioned to drive products, capabilities, and service our customers, partnerships and every business unit customer and partnership across the Enterprise.

The Capability and Delivery organization owns the Payment Network core processes and the end-to-end delivery life cycle of GMNS product capabilities - designs business solutions, evolves business architecture, oversees user acceptance testing and ensures seamless execution.

The new Capability and Deliver (CD) Business Operations Manager reports to the Director who is responsible for implementing governance and cadence in to the control frameworks, strengthening and evolving our control environment across the critical acquiring and core network capabilities at American Express. The Director will drive end‑to‑end risk mitigation, operational excellence, and proactive adherence to enterprise control, compliance, and operational risk policies.

Building on American Express’s commitment to strong governance, risk discipline, and standardized control frameworks, this Director will partner closely with Product, Operations, Technology, Control Management, Audit, Compliance, Legal and senior business leaders to drive clarity into the enhanced control environment and embed forward‑looking controls into the capability lifecycle, define SLAs, RACI, escalation paths, milestone reporting, and a single source of truth for request status and KPIs.

This role is ideal for an aspiring leader with expertise and experience in operational risk, issue management, regulatory change, process governance, and capability delivery oversight.

Key Responsibilities of the team include but are not limited to:

Enterprise Control & Cross‑CD Orchestration

· Drive clarity of request, scope, ownership, and execution across the control ecosystem for CD, delivering quality output to support our First and Second line of Defence, Control Management, Audit and External Exams stakeholders.

· Act as the central integrator to reduce duplication, eliminate ambiguity, and ensure consistent, high‑quality, decision‑ready outputs across CD.

· Partner with Control Management, IAG and other related functions to lead complex, cross‑CD information‑gathering activities supporting risk assessments, audits, exams, governance forums, and executive reporting.

Executive Reporting, Issue & Governance Discipline

· Own the structure, synthesis, and delivery of executive reporting to senior leadership, including Issue, Event, and Remediation Management updates, including Tollgate Management.

· Provide centralized oversight to ensure consistent standards for root cause analysis, documentation quality, ownership, escalation, and closure.

· Ensure adherence to record retention and information management requirements, and lead coordination of Third‑Party Lifecycle and Alternative Practice Management activities to ensure risks are clearly identified, documented, monitored, and addressed.

Business Continuity & Operational Resilience Execution

· Partner with Business Continuity Management (BCM) to lead enterprise‑wide resilience initiatives across CD, including Business Continuity Plan (BCP) exercises, Business Impact Analyses (BIA) certification, and Business Function (BF) updates.

· Drive clear ownership, disciplined execution, and leadership engagement to strengthen operational resilience.

Policy Exception & Compliance Leadership (Network & Merchant)

· Lead Network and Merchant policy exception and compliance initiatives, providing end‑to‑end clarity on requirements, approvals, documentation standards, remediation actions, and closure.

· Ensure exceptions are well‑governed, risk‑informed, consistently applied, and transparently managed in line with enterprise policy expectations.

Qualifications

Required

• Proven Project or Program Management across a complex environment with multiple Stakeholders.
• Experience with issue/event management, RCSA, or control framework design
• Understanding of capability or operational processes within a regulated environment
• Excellent communication skills
• Decisive self-starter with high degree of accountability and experience operating in ambiguity

Preferred

• 1+ years in a control, risk or compliance environment.
• Understanding of audits, regulatory exams, enterprise policy implementations, or cross‑market control delivery.
• Proven track record of partnering with multi‑disciplinary stakeholders (Product, Operations, Technology).

Leadership Behaviors

·

Enterprise‑Minded Leadership: Operates with a broad enterprise perspective, navigating complex matrix structures and influencing outcomes across functions without formal authority.

·

Risk & Control Savvy: Demonstrates a strong risk and control mindset, proactively identifying, assessing, and managing risks to protect the enterprise while enabling delivery.

·

Process‑Centric Operator: Understands end‑to‑end processes and how work flows across teams, embedding discipline, controls, and continuous improvement into execution.

·

Effective Stakeholder Manager: Builds strong relationships by understanding stakeholder needs, aligning priorities, and driving clarity of outcomes across diverse partners.

Accessibility Statement

We are committed to an inclusive hiring process and welcome candidates of all abilities and backgrounds. Reasonable accommodations are available upon request to support your application.

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.