Program Manager, Enterprise Platforms Issues & Events Change 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.

Joining Amex Tech means discovering and shaping your contribution to something big. Here, you can work alongside talented tech teams and build a unique career with the Powerful Backing of American Express. With a range of opportunities to work with the latest technologies, and a commitment to back the broader engineering community through open source, our mission is to power your success. Because Amex Tech is powered by our technology, our culture, and our colleagues.

How will you make an impact in this role?

The Technology organization partners with the American Express business to enable, support, and drive the company’s growth plans and strategic priorities by supporting the delivery and operations of technology capabilities, platforms, and services globally. Specifically, the team delivers global capabilities and services in support of American Express customers and colleagues, and it is responsible for the company’s technology infrastructure, providing 24x7 support to ensure an uninterrupted, high-quality experience for external and internal customers. It also governs technology risk and information security across the American Express enterprise.

The Technology Process Risk Reduction & Enterprise Platforms (EP) Risk Advisory team are dedicated to delivering Tech wide risk reduction programs and driving efficiencies in the management of Issues and Events for EP.  This involves the timely identification, response, and resolution to minimize impact, as well as to prevent recurrences.

With the growing importance of Issues and Events Management, we are looking for a Program Manager, EP Issues & Events Change Management, focused on identifying, managing and mitigating operational risk while ensuring compliance with organizational policies and regulations.  

The Program Manager, EP Issues & Events Change Management will:

•      Perform Thematic Analysis on Technology Operational Risk Events to identify potential systemic risks or control weaknesses within BU processes
• Perform quality assurance on documentation of issue/ORE type, urgency, severity/impact (e.g., impact analysis), and investigate as necessary to understand and address the root causes
• Analyze data to produce actionable insights, enabling data-driven decisions
• Oversee the risk escalation process, including monitoring KRIs, validating escalation, and communicate status updates to stakeholders to embed accountability along the process, collaborating with other Operational Risk Management (ORM) / Control Management teams as necessary
• Engage with key stakeholders, including business unit leaders, compliance officers, and regulatory bodies, to facilitate effective issue management and resolution.
• Prepare and present d