About the position
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) enables businesses globally to pay for what they need to grow their businesses. GCS provides a suite of payment and lending products, solutions for travel and everyday business spending, 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. 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., Global Servicing, 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.
Responsibilities
- Strong relationship management and communication skills, including ability to foster alignment among customers, stakeholders and senior leaders
- Develop and drive a forward thinking, comprehensive servicing strategy in partnership with Global Servicing, 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
Requirements
- 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
Nice-to-haves
- Advanced degrees (e.g., MBA, MSc) are advantageous
- Working with product, risk, and compliance functions and have a knowledgeable understanding of the various risks and regulatory obligations of American Express
Benefits
- 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
