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 Account Processing Network (GAPN) is a part of the Global Consumer and Fulfillment (GCSF) organization within Global Servicing (GS). GAPN is comprised of teams that provide critical account processing for our customers –Global Billing Network, Global Card Issuance, Global Payment Servicing, Travelers Cheques & Prepaid Services, Customer Fulfillment Network, and KYC & AML Operations.

The Vice President, Back-Office Operations will report to the GAPN Vice President & General Manager and is responsible for leading a global back-office operations team, delivering strong results across colleague, customer, regulator, and shareholder dimensions.

This role oversees the Know Your Customer (KYC) and Anti-Money Laundering (AML) back-office operational portfolios, ensuring adherence to financial crime compliance requirements while driving operational excellence, effective risk management, and cross-functional alignment with business objectives in high-volume, time-sensitive environments.

As Site Lead for Global Servicing, this role will provide on-the-ground leadership, driving execution discipline, fostering team performance, and serving as the primary point of accountability for site-level outcomes and stakeholder engagement.

Key Responsibilities:

• Ensure successful and sustained delivery of all key operational metrics across Shareholder, Customer, and Colleague dimensions. Ensure successful and sustained delivery of all key operational metrics across Shareholder, Customer, and Colleague dimensions.
• Drive a high-performance culture through strong leadership, effectively inspiring, motivating, and influencing large teams of Customer Care professionals and Operations frontline leaders across the site.
• Serve as Site Lead for GS, providing end-to-end ownership of site performance, governance, and stakeholder alignment, while ensuring seamless execution in a high-volume, time-sensitive environment.
• Drive efficiency improvements, including productivity gains, re-engineering (REE) savings, and Operating Expense reduction.
• Foster a culture of continuous improvement and waste elimination by advancing process standardization, redesign, and automation to deliver faster, more accurate customer outcomes while enhancing internal efficiency.
• Develop and execute colleague engagement and talent development strategies that strengthen retention and create a differentiated employee value proposition.
• Maintain robust internal controls and ensure ongoing audit readiness, with strict adherence to regulatory and compliance requirements.

Qualifications:

• Excellent communication skills, with confidence and credibility in engaging senior leaders to influence decisions and drive change.
• Track record of delivering results within a matrixed, global organization, with the agility to challenge the status quo and drive innovation in a highly regulated environment.
• Demonstrates strategic thought leadership, strong problem-solving capabilities, and the ability to translate business objectives into actionable plans and scalable solutions.
• Proven ability to influence and align diverse stakeholder groups, including senior leadership, cross-functional partners, and external vendors, to successfully advance strategic priorities.
• Extensive experience in optimizing and standardizing processes across multiple functions to improve efficiency, reduce costs, and enable scalable, high-quality outcomes.
• Demonstrated leadership capability to lead large-scale customer service or operations organizations, with direct people leadership experience in complex, high-volume environments.
• Strong people leadership behaviors, including developing talent, building followership, and fostering collaboration across diverse and distributed teams.
• Exceptional relationship management skills, with the ability to connect and mobilize stakeholders across multiple lines of business toward shared goals, including effective third-party/vendor management.
• Experience building, scaling, and leading teams in fast-paced, dynamic environments, with a focus on execution discipline and performance outcomes.

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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.