Manager -Project Management

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.

Travel and Lifestyle Services (TLS), is a key component of the value proposition of the American Express premium card products. TLS is focused on delivering Travel and Lifestyle benefits which allow American Express to create differentiation and loyalty with premium Card Members.

Global Business Integration (GBI) is an organization dedicated to supporting and integrating business change into TLS through change execution and project management. Projects we support range from Product or Benefit launches, refreshes or decommissions, new or enhanced Card Member digital capabilities, marketing communications or campaigns, regulatory-driven changes, and some internal servicing processes and strategies. In addition, the GBI team also champions accurate and transparent customer facing marketing material and partners with TLS product, TLS operations, Operational Excellence, US Consumer/GNICS and others to identify and resolve defects that are driving bad demand into TLS and more importantly to our Cardmembers. To ensure readiness for change, GBI oversees customer journeys and develops servicing strategies to support new initiatives. We are responsible for implementation for TLS, which includes ensuring capacity for new call volume, supporting the development of new capabilities and tools to service customers and delivering holistic and compelling change adoption to support awareness, knowledge and engagement for new news.

The Manager, Project Management will seek to immerse themselves in the world of the frontline consultants and their leaders to craft the right change strategies and practices for our organization. Partnering with a matrix of business partners and support teams they will collaborate to drive the TLS change agenda and support our business goals and priorities. This role is pivotal to the successful integration and execution of multiple change initiatives that impact servicing colleagues that deliver exceptional service to Premium Card Members. The successful candidate will have an enterprise mindset and be able to effectively balance business growth with optimal customer and frontline experiences. This is a fantastic opportunity for those who value customer experience and who possess the passion to problem solve, think creativity prioritize and articulate impacts and trade-offs throughout the project management lifecycle.

Roles Responsibilities but not limited to: 

• Lead the implementation of global change initiatives impacting our servicing organization.
• Partner closely with multiple teams (project, training, capabilities, communications, work force management etc.) on implementation of initiatives.
• Build and deploy best practice by partnering with other Blue Box business lines and externally.
• Assess change impacts and readiness and integrate appropriate frontline organizational change activities into project plans.
• Build structured plans and apply sound methodologies to support change initiatives.
• Partner closely with Operational teams staying close to the pulse of the frontline teams to build a comprehensive understating of their working practices, challenges, and motivators.
• Utilize project management tools in managing all key initiatives that impact operations from project prioritization through all phases of the project lifecycle, identify and implement controls to ensure top compliance performance.
• Proactively anticipate project risks and ensuring adequate escalation and mitigation is put in place to safeguard delivery.
• Support critical project management phases for TLS: capacity planning, capabilities development & change adoption.
• Be a great partner managing relationships and communications across key stakeholders upstream and downstream, including LOB, TLS and GSG support & integration teams.
• Identify measures of success and deliver Post Implementation Reviews following launches.
• Ensure compliance & control embedded in all activities through coordination with GCO, Compliance and other regulatory teams.
• Consult and negotiate, including the ability to say no and/or escalate, as needed to ensure optimal customer outcomes balanced with the right pace and impact of change for our travel counselors to enable our servicing to remain as a differentiator.
• Analyze data to identify risks, make informed decisions and enable issue resolution through effective collaboration and partnership.
• Establish a positive work environment focused on employee engagement, development, and inspirational leadership which drives top performance.

Minimum Qualifications: 

• Minimum of 3 years’ experience in Organizational Change Management / Project Management for GSG implementations.
• Minimum of 3 years’ experience in GSG Operations and solid understanding of the service infrastructure is essential including understanding how results are driven in a fast-paced, complex operations environment.
• Experienced in meeting tight timelines, effectively managing multiple priorities and displaying superior personal accountability, including resilience and commitment.
• Ability to travel and work out of hours as is required.
• Experience in leading teams in a dynamic matrix environment and the ability to mentor and develop colleagues to increase potential in performance and leadership.
• Strong communication skills – written and oral – shown via strong project proposals, updates for LT and stakeholders and ability to quickly tailor communications to various levels within the business.
• Excellent relationship management skills with proven ability to influence and negotiate with colleagues and business partners, to deliver desired outcomes without direct authority.
• Experience/ understanding of the needs of a global operations team and how to deliver change.
• Change management experience with operations teams.
• Analytical ability, and the skill to leverage analysis to define strategies and define opportunity areas.
• Strong time management, workload prioritization and project management skills.
• Ability to collaborate, network and develop strong working relationships across the organization. 

Preferred Qualifications: 

• Knowledge of premium Travel/Lifestyle/Card servicing preferred.
• Experience working with product and capabilities teams across card servicing preferred.
• Relevant degree an advantage.

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.

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 U.S. is required as the company will not pursue visa sponsorship for this position.