Director - Project Management

At American Express our culture is built on a 175-year history of innovation shared 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 How will you make an impact in this role Customer Fulfillment Network CFN is an integral part of Global Account Processing Network GAPN and Global Consumer Servicing and Fulfilment GCSF with over 1 000 employees and is a key servicing component of the larger Global Servicing GS organization CFN offers wide range of services to its Customers Merchants and Commercial Clients - E g Set-Up Account Maintenance and Research Reconciliation CFN has a global footprint in 15 Delivery Hubs from where it offers customer service to 24 markets in 19 different languages Approx 10 million customer requests are fulfilled every year CFN plays a critical role in companywide efforts to streamline processes enable digital fulfillment and adhere to market regulations policies audit requirements and compliance framework Within CFN the GBIT Global Business Integration and Transformation organization plays a pivotal role in driving Strategy Change Management Transformation initiatives to enhance efficiency and effectiveness of CFN Operations with the key goal of providing differentiated servicing and elevating cardmember experience This role in GBIT will focus on process simplification and standardization providing a launchpad for driving automation with scale and creating a nimble processing function that is servicing true fulfilment activities Job Responsibilities Leading a highly motivated and diverse team to deliver on the critical goals of driving process simplification standardization Driving Performance - setting clear goals at the team individual level while coaching and developing high performing team members to realize their potential in terms of personal professional growth quality throughput of work and project accountability leadership Provide strategic thought leadership for top priority customer journeys including linkages and dependencies with groups both within and outside of CFN Developing and executing strategic frameworks for vaguely defined business problems and ability to turn those frameworks into actionable projects that drive meaningful results Champion transformational change across a variety of areas establish appropriate governance and communication cadence Partner with multiple teams including Operations Capabilities and Technologies among others to develop collaborative approaches while jointly prioritizing and addressing key business opportunities Innovative and progressive thinking to enable business growth along with a strong ability to influence design strategy and execution when needed Proactively anticipating the Control requirements of a process function and ensuring that they are addressed Qualifications 7 years experience within American Express and a deep understanding of the GS environment Excellent relationship management skills with proven ability to work with executive teams and to influence across the organization both within and outside of GS Experience of leading diverse teams in a dynamic matrix environment - solving complex business problems innovatively Ability to leverage a strong Growth Mindset to elevate people leadership through inspiration and motivation of a dynamic diverse team Distinguished ability to coach and develop employees to maximize potential in performance and leadership Experience collaborating effectively across cultural and organizational boundaries Excellent presentation communication and negotiation skills Prior large-scale project process experience required with a proven ability to think strategically yet drive tactical execution through collaborative team efforts This role requires a strong knowledge of our service technical structure plus and an understanding of our digital strategy Exceptional communication skills and proven ability to influence senior leaders and business partners Proven ability to quickly adjust to shifting priorities multiple demands ambiguity and rapid change Knowledge and experience with Global Services Group processes and functional areas preferred 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 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 Offer of employment with American Express is conditioned upon the successful completion of a background verification check subject to applicable laws and regulations