Senior Program Manager - COS & OE PMO

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American Express Global Commercial Services (GCS) offers powerful backing and support that helps companies of all sizes gain financial savings, control, and efficiency. We provide a suite of payment and lending products, solutions for travel and everyday business spending, cross-border payments, global currency solutions, and business financing.

The Commercial Onboarding Services team plays a critical role in delivering best in class revenue-empowering services across the customer lifecycle. Our vision is to drive customer success throughout the pre-sales, onboarding, and payment phases. In addition, the Operational Excellence team supports the core operational risk functions including ensuring priorities are executed in a manner consistent with internal policy as well as external / regulatory expectations while enabling business growth, achieving superior customer experience, driving risk mitigation as well as operational efficiencies.

The Senior Program Manager will report to the Director, Strategic Planning, Program Management Office. This person will lead strategic initiatives, critical program operations, and communications to ensure successful business outcomes.

How will you make an impact in this role?

The top 3 goals for COS & OE this year are:

• Improve Control & Compliance

• Improve On-Boarding productivity

• Enable Growth & Retention

Core Responsibilities

• Implement program vision, program plan, and charter, handling each initiative throughout with clear communications to ensure success.

• PMO Reporting & Dashboard based on inputs from various collaborators; Support project communications (meeting minutes, tracking RAIDD log) and alignment; Implement PMO standards, reporting, and cross-team coordination; lead regular touchpoints.

• Formulating clear execution plans and milestones to successfully conclude projects within required timeframes. Act as first point of escalation, aiding and guidance throughout the program delivery.

• Partner with cross-functional workstream leads to align on prioritization, identify resourcing needs, and connect interdependent teams and initiatives. Build links with key stakeholders across GCS platform and product owners.

• Collaborate with team members across Technology and Business partners to drive on time and within budget program delivery while establishing interdependencies, identifying risks, managing resource constraints, and eliminating roadblocks.

• Work with technologies, and other teams across the organization to ensure that the committed roadmap and pipeline are well articulated, understood and managed against available capacity.

• Collaborating closely with external parties (vendors), coordinating regulatory requests, and helping support all engagements to ensure key decisions are made and progress is achieved.

• Apply project management rigor by leveraging tools such as Airtable, Jira and Rally, Confluence, and other applications to maintain documentation, provide project status, reporting, and governance while adhering to PMO processes, documentation standards, and best practices.

• Prepare communications, such as weekly reporting, strategic business reviews, to senior leaders and external audiences to help lead the organization towards success.

• Support planning activities to deliver maximum business value based on critical program metrics.

• Clearly communicating progress up to senior level management; reporting on milestone progress, raising key decisions and issues for resolution.

• Find opportunities for organizational improvement through internal/external research and analysis and lead key activities to support the team to ensure the desired customer and business value is delivered.

• Strive for continuous improvement in our processes and procedures, propose and implement changes to ensure a productive and efficient organization, in partnership with the wider team.

• Partner with all stakeholders to ensure consistent and accurate project scoping, cost-benefit analysis, and level of effort assessments.

Key Competencies / Minimum Qualifications:

• Project and Program Management: Successful track-record of managing sophisticated projects that deliver both technical and non-technical solutions to achieve business results, positively impacting the customer experience. 5 years of experience in project managing business improvements, large scale technology implementations, and organizational change management. Strong project management skills and expertise in process redesign.

• Relationship Building: Proven results in developing effective, matrixed, cross-organization relationships, collaborating, and communicating across global business, technology, compliance partners.

• Agile and similar methodologies: Developed understanding of Agile methodology and/or exposure to improvement methodologies (Lean, Six Sigma, or similar methodologies). Working understanding of Airtable, Jira, Rally and Confluence. Experienced at running test and learns with the appropriate monitoring frameworks. Ability and desire to continually learn about new technologies, project management methodologies, and adapt to ever-changing business and industry needs.

• Analytical mindset: Shown ability to conduct thorough and understandable analysis using a combination of quantitative and qualitative methods to provide meaningful insights. Ability to take complex technology or service delivery discussions and break them down for business. Loves working in a lean, fast-paced, and dynamic environment. Proven ability to work autonomously and adjust quickly to shifting priorities, multiple demands, ambiguity, and rapid change. Problem solver and agile decision-maker with solid analytical skills.

• Communication: Strong understanding of project and program management and communication skills, attention to detail, and the ability to clearly and concisely articulate complex concepts for a variety of audiences. Strong communication and presentation skills allowing for clear and appropriate messaging for multiple levels/audiences.

• Leadership: Strong leadership skills with the proven ability to coordinate and influence team members from multiple internal departments and external vendors. Ability to effectively present ideas and communicate with senior leadership. Ability to manage across global teams with a diverse set of backgrounds, business objectives, and time zone constraints.

• Operational Risk and Control Mindset: Understanding of operational risk concepts and programs. Solid process enhancement and control-oriented mindset.

• Bachelor's degree or equivalent in related field

Preferred Qualifications:

• Program Management experience leading complex technology projects using Agile Methodology

• Understanding of compliance/regulations are preferred but not mandatory

• Experience working in highly regulated environments, e.g., financial services

• Familiar using Tableau or other business intelligence tools

• Obtained PMP, ACP or similar project management certifications including SAFe

• Understanding of Sales Conduct and Risk Management practices

• Master's degree would be preferred.

Salary Range: $80,000.00 to $155,000.00 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.

Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws, American Express may provide visa sponsorship for certain positions.

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.

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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