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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

American Express Travel & Concierge Experiences (TCE), previously Global Travel & Lifestyle Servicing, delivers premium travel and lifestyle experiences to Card Members around the world. As TCE continues to evolve, disciplined process optimization and value realization are critical enablers of sustainable growth, operational excellence, and elevated customer experiences.

Global Business Integration (GBI) is an organization dedicated to supporting and integrating business change into TCE 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 TCE product, TCE operations, Operational Excellence, US Consumer/GNICS and others to identify and resolve defects that are driving bad demand into TCE and more importantly to our Card Members. To ensure readiness for change, GBI oversees customer journeys and develops servicing strategies to support new initiatives. We are responsible for implementation for TCE, 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 TCE 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.

Role Responsibilities, but not limited to: 

• Lead the implementation of global change initiatives impacting our servicing organization.

• Partner closely with multiple teams (project, training, capabilities, CA&C, 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 communication strategies for medium to large projects.<