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.