Manager, Process Optimization (PO)

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.

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.

How will you make an impact in this role?

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.

The Manager, GBI Process Optimization (PO), will support global process optimization and operational improvements across TCE. Reporting to the Director, GBI Process Optimization, this role is responsible for leading initiative execution, applying analytical rigor, and ensuring disciplined delivery from project kickoff through post-implementation value tracking against Opex objectives.

The Manager partners closely with Operations, Finance, Workforce Management, Risk, and other cross-functional teams to translate strategic priorities into executable plans and realized outcomes, while reinforcing best practices in process design, change management, and value realization.

Key Responsibilities:

• Lead day-to-day execution of TCE process optimization initiatives, applying structured project management and transformation methodologies while providing analytical insights to support prioritization, risk assessment, and impact of customer and colleague experience impact.
• Track initiative progress and value realization, ensuring REE savings and operational improvements are credibly measured and sustained post-implementation.
• Establish baselines, success metrics, and financial assumptions in partnership with Finance, WFM, and Operations, and develop dashboards and tracking tools to provide clear visibility and updates to the TCE leadership.
• Identify opportunities for increased productivity, improved service levels, cost reduction, and revenue enhancement through process and operating model improvements.
• Translate business objectives into clear scope, milestones, and deliverables, ensuring initiatives are delivered on time and within agreed parameters.
• Act as a trusted advisor, partnering with operational leaders to integrate initiatives and design scalable solutions that improve efficiency, strengthen controls, and enhance customer experience using global best practices.
• Support governance forums by preparing materials, analysis, and recommendations to inform scope, prioritization, and execution decisions.
• Contribute to the development of standard methodologies, tools, and best practices for the Process Optimization team.
• Coach and support Analysts, fostering strong analytical, problem-solving, and consulting capabilities.

Minimum Qualifications

• Bachelor's degree in industrial engineering, Finance, Operations, or a related field,