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.

The Global Card Issuance organization is responsible for supporting and managing the production/manufacturing of cards, personalization/fulfillment of cards, delivery of cards, and the design/innovation of new cards for all proprietary card products globally.

This role will report to Global Card Issuance VP and be responsible for leading and managing: customer experience, customer complaints, customer & executive escalations, customer communications, and supporting leadership office with organizational support.

Job Responsibilities:

• Develop and manage the customer experience workstream.
• Identify, assess, develop, and implement improvements to resolve customer pain points.
• Partner and collaborate with operations, servicing, capabilities, technologies, and others to drive customer experience improvements.
• Monitor and evaluate customer experience performance, trends, impacts, and improvements.
• Review, assess, and report on customer complaints relating to card issuances.
• Drive development, management, improvement, and execution of issuance communications.
• Leadership team management and administrative support: managing business unit reviews, leadership updates, group town halls, supporting staff meetings, capturing notes in key business meetings, and such.

Minimum Qualifications:

• Strong communication and presentation skills, including PowerPoint/slides
• Adept at developing, creating, compiling, formatting, and finalizing slides/decks for business leadership.
• Strong sense of personal accountability and demonstrated self-starter.
• Strong strategic and thought leadership skills.
• Strong project management experience and skills.
• Results driven with the ability to effectively manage projects & initiatives to completion.
• Demonstrated ability to drive projects with diverse customer groups & stakeholders.
• Adept at problem solving and analysis; leverage data-driven decisions.
• Adept at developing recommendations/proposals and securing buy-in from leadership.
• Strong interpersonal skills with the ability to work independently or in teams.
• Ability to communicate with leadership in a clear, consistent manner.
• Ability to focus on strategic objectives and initiatives while managing everyday business needs.
• Experience with communications platforms, templates, processes preferred (eg Raven) 

  Preferred Qualifications:

• Experience with card issuance processes, systems, and communications preferred

Salary Range: $89,250.00 to $150,250.00 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