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Description

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.

Joining Amex Tech means discovering and shaping your contribution to something big. Here, you can work alongside talented tech teams and build a unique career with the Powerful Backing of American Express. With a range of opportunities to work with the latest technologies, and a commitment to back the broader engineering community through open source, our mission is to power your success. Because Amex Tech is powered by our technology, our culture, and our colleagues.

The Technology Process Risk Reduction & Enterprise Platforms (EP) Risk Advisory team are dedicated to delivering Tech wide risk reduction programs and driving efficiencies in the management of Issues and Events for EP. This involves the timely identification, response, and resolution to minimize impact, as well as to prevent recurrences. With the growing importance of Issues and Events Management and based on the complexity of the Global Loyalty and Benefits (GLB) team, we are looking for a Program Manager who act as a single point of contact and support all end- to-end issue management for the GLB leadership team. In addition we are looking for a Program Manager who will support all end- to-end issue management for Global Accounts Receivables (GAR) and Banking & Payments. These roles will help run the overall program and escalate to the Director as required, drive process improvements, resource allocation, provide unified reporting, engage appropriate stakeholders and involve extensive collaboration with multiple partners across numerous business units, functional areas, and geographies.

The Program Manager, Issues and Events Management Operations Enterprise Platforms will:

+ Support remediation of issues by influencing BU, who own and execute issue/Operational Risk Event (ORE) remediation

+ Investigate and conduct root cause analysis to address repeated issue types

+ Perform quality assurance on documentation of issue/ORE type, urgency, severity/impact (e.g., impact analysis), and investigate as necessary to understand and address the root causes

+ Scope & triage areas of the remediation process, including tracking progress, validating resolution efficacy, communicating status updates to stakeholders to embed accountability along the process, collaborating with other Operational Risk Management (ORM) teams as necessary

+ Review quality assurance documentation and maintenance of records of issues/OREs and remediations to ensure transparency and accountability in the issue management process

+ Analyze trends in issues and events to identify potential systemic risks or control weaknesses within BU processes

+ Support the End-to-End (E2E) BU issue resolution process, embedding accountability and ensuring lessons learned are integrated into future ORM practices

+ Perform sample testing of issues to ensure resolution is complete and effective

+ Opine on specific control enhancements related to issues

+ Liaise with key stakeholders, including business unit partners and compliance colleagues, to facilitate effective issue management and resolution

+ Review and advise the preparation of detailed reports on issue status, trends, and outcomes to senior management and governance committees

+ Support sharing insights, better practices, themes, etc. across the enterprise

+ Experience in the financial services industry

+ Demonstrated history and ability to manage a team, spread over geographies and with varying backgrounds

+ Change management experience

Required Qualifications:

+ Strong previous experience in operational risk management (e.g., within Risk and/or Internal Audit function) Understanding of critical operational risk management lifecycle activities

+ Excellent project management, communication, and interpersonal skills

+ Experience in process governance, with an understanding of processes that align with policies, regulatory frameworks, and/or operational standards

+ Robust analytical and problem-solving skills, with an ability to analyze data, identify trends, and evaluate risk scenarios effectively

Preferred** **Qualifications:

+ Bachelor's Degree in Finance, Business, Risk Mgmt., or related field; advanced degrees (e.g., MBA, MSc) or certifications are advantageous

+ Experience in at least one of the following:

+ Scoping, prioritizing, and support remediation of operational issues

+ Managing investigation and conducting root cause analysis to address repeated operational risk issue types

+ Performing quality assurance on documentation of operational risk issues and events

+ Overseeing BU remediation process for operational risk issues and events

+ Reviewing documentation and maintaining records of operational risk issues and events to ensure transparency and accountability

+ Overseeing the BU E2E issue resolution process, embedding accountability and ensuring lessons learned are integrated into future operational risk management practices

Qualifications

Salary Range: $110,000.00 to $190,000.00 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 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

+ 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.

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

**Job:** Technology

**Primary Location:** US-Arizona-Phoenix

**Schedule** Full-time

**Req ID:** 25009238