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With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

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.

American Express Global Commercial Services (GCS) enables businesses globally to pay for and finance what they need to grow their businesses. GCS provides a suite of payment and lending products, solutions for travel and everyday business spending, cross border payments, global currency solutions, and business financing.

GCS is dedicated to the success of businesses big and small with the vision to be essential to our customers’ businesses every day. As part of GCS Product, the Product Operations team supports operational processes, servicing readiness, customer experience monitoring, controls, and risk governance. We are focused on delivering great product experiences in the right way with the appropriate level of risk and oversight. We partner closely with Control Management in the First Line of Defense.

About the Role:

The Director, Product Servicing Strategy & Enablement, will lead a team that is focused on supporting the Corporate & B2B Products, including creating and evolving the servicing strategy to provide a best-in-class experience for all client segments across the solutions and enabling the products to continue to achieve desired growth goals. Additionally, the Director will closely collaborate with several internal (e.g., CMSI and CSN in GSG, Corporate & B2B Product Management and Product Development teams, GCS and AET Operations, etc.) and external partners to ensure a seamless customer experience across all existing solutions, enable servicing readiness for new partners and features, and support escalations.

The Director, Product Servicing Strategy & Enablement will:

       Develop and drive a forward thinking, comprehensive servicing strategy in partnership with GSG, where customer satisfaction and business impact are prioritized and aligned with the product team business strategy        Lead the operational readiness efforts to ensure all downstream servicing teams have the tools to effectively service product features & processes as they are enabled or enhanced including:        Document requirements for capabilities, training, communications, and controls to enable servicing team success; continuously track & communicate progression against requirements        Complete post launch evaluation to measure success and identify potential process/product enhancements        Lead stakeholders across the enterprise to monitor and escalate customer issues with products and platforms, ensuring speedy issue resolution        Guide continuous servicing delivery improvement via analysis of customer and servicing data and development of comprehensive reporting        Work with diverse stakeholder teams to define, track, and action servicing goals, objectives, and metrics on-time with high quality        Use strong executive presence to lead discussions, drive innovation and manage priorities within a fast-paced environment        Lead, support, and develop a dynamic, high-performing team 

Required Qualifications:

   7+ years of relevant experience    Bachelor’s degree           Ability to provide thought leadership and lead development of strategy with limited guidance           Strong project management experience with the ability to manage multiple projects and workstreams simultaneously           Strong relationship management and communication skills, including ability to foster alignment among customers,           stakeholders and senior leaders           Adaptable to continually changing priorities and demonstrate ability to drive creative solutioning           Ability to synthesize and analyze large, complex data sets to develop insights and drive innovative, data driven           solutions           Working knowledge of GCS Corporate and B2B products           Experience in leading Servicing strategy, operations, or delivery           Excellent executive presence and presentation skills           Ability to effectively prioritize and drive results with limited resources           Creative and innovative thinker and problem-solver who thrives in ambiguity and evolving strategies           Strong leadership skills with a passion for developing talent to continuously learn and grow           Awareness and understanding of the corporate and B2B payments landscape  

Preferred Qualifications:

Advanced degrees (e.g., MBA, Masters degree are advantageous) Working with product, risk, and compliance functions and have a knowledgeable understanding of the various risks and regulatory obligations of American Express

Salary Range: $150,000.00 to $225,000.00 annually + bonus + equity (if applicable) + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

Competitive base salaries  Bonus incentives  6% Company Match on retirement savings plan  Free financial coaching and financial well-being support  Comprehensive medical, dental, vision, life insurance, and disability benefits  Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need  20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy  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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions

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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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