Job Details

Description

You Lead the Way. We’ve Got Your Back.

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.

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. 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.

American Express Global Commercial Services (GCS) is a global leader in the commercial payments solutions space and continues to be an exciting and fast-growing business dedicated exclusively to the success of businesses globally. GCS provides a range of Corporate Payments Solutions and other expense management tools to help small, mid, and large size companies around the world manage all facets of their business spending.

Corporate Onboarding is one of American Express’ top enterprise initiatives, user experiences to enable Corporate customers with products that serve their spending needs. The purpose of the Onboarding Capabilities team is to modernize the onboarding process globally by leading with a product mindset to develop robust capabilities that support the customer journey and scale the growing Corporate business.

This newly created role will be focused on coordinating issue management, critical governance and controls to secure the process and program management functions including communication and awareness. It will play a key central role in driving enhanced business resilience, backing strategic initiatives and run the business responsibilities for the broader Onboarding Capabilities team. They will also serve as key liaison and champion for our Sales, Servicing, Product, Control Management, Legal and Compliance partners.

Key Responsibilities

• Support Small Business sales-assisted application issue management of cross functional teams, that includes Sales support, orchestration of applicable partners to triage root cause and tracking E2E resolution with downstream tech & business partners.

• Ability to project & process manage cross functional teams and lead with a control and compliance mindset to identify gaps or areas of improvement to implement controls to reduce risk.

• Establish and create KPI’s and SLA’s to measure effectiveness of issue resolution.

• Creating training resources as needed and managing communications related to outages/issues.

• Partnering with champions and other users on an ongoing basis to gather feedback, tracking incidents and organize as part of Voice of the Customer management to inform roadmap.

• Implement and identify a structured change management framework to articulate changes for people, process, and technology.

• Create training resources & communication, including support of top strategic initiatives to assess level of change management needed, content creation, training execution, partnership with Field Enablement and management of training resources on the Field Resource Center.

• Own, manage and supervise execution of updates to Standard Operating Procedures (SOPs).

• Support central Program control management governance functions, including PRSA activities, audits and ad hoc facilitation and knowledge to support Control Management activities.

• Program governance support, including preparing content forums such as Steering Committee as well as monthly communications to leadership.

Minimum Qualifications:

• Experience in product operations, product management or project management.

• Customer-first mentality and proven experience translating customer needs and complex products and processes into clear and actionable content for internal and external consumption.

• Outstanding relationship management and communication skills.

• Demonstrated experience in the ability to collaborate with partners and senior leaders.

• An analytically strong thinker and process-oriented with the ability to dissect processes and foresee upstream and downstream impacts.

• Excellent business discernment and governance excellence.

• Proven track record in managing large, complex projects with multiple stakeholders.

• Proven analytical skills to evaluate data, identify themes and deliver insights.

• Positive, flexible, and proactive.

• Strong analytical and problem-solving skills, with ability to interpret data and drive actionable insights.

• Proficiency in MS Excel, PowerPoint, Word.

Preferred Qualifications

• Bachelor's Degree

• Proficiency in process mapping tools (e.g., Visio, Lucidchart, Mural) and project management tools (e.g., Jira, Confluence, AirTable).

• PMO Certification, a plus.

• Experience in corporate credit card onboarding, issue management, governance, or risk & compliance.

• Creative and can develop structured training programs and change management initiatives.

Qualifications

Salary Range: $60,000.00 to $110,000.00 annually bonus 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 .

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.

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

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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Job: Product

Primary Location: US-New York

Other Locations: US-Arizona-Phoenix, US-Florida-Sunrise

Schedule Full-time

Req ID: 25005706