Manager - Partner Due Diligence Oversight – QA and Controls

At American Express, our culture is built on a 175-year history of innovation, shared values, and Leadership Behaviors that guide how we support our customers, communities, and colleagues. As part of Team Amex, you’ll be backed by a company that invests in your growth, empowers your ideas, and encourages you to shape the future of how we work.

Here, your expertise drives real transformation. Your voice will influence enterprise processes, your leadership will accelerate modernization, and your work will help redefine the way American Express manages partner risk and delivers seamless global experiences. You’ll collaborate across teams to solve complex challenges—advancing digitization, redesigning end-to-end workflows, and unlocking the power of data, automation, and GenAI/Machine Learning to meaningfully improve outcomes for our partners and our business.

As we continue evolving how we serve our Global 3PPP’s (Third Partner Payment Partners), we are committed to building smarter, more efficient, and more resilient operational and Due Diligence (DD) capabilities. Whether developing new digital tooling, streamlining Due Diligence experiences, or enhancing risk and compliance controls within the E2E DD process, you will help shape the next generation of operationalizing digital DD processes and oversight across the American Express 3PPP’s.

The Manager, Quality Assurance & Controls will be a key member of a newly formed team responsible for strengthening the quality, control, and operational risk foundation of the Due Diligence program across 3PPP’s (Third Party Payment Partners) within GMNS-GSOP. This role sits on the business and operational side and plays a critical role in ensuring controls are effectively designed, implemented, monitored, and continuously improved as the Due Diligence program undergoes significant digitization and transformation.

The Manager role sits within Global Strategy Operations and Performance under Global Merchant and Network Services (GMNS) and plays a key leadership role critical role in supporting and driving closure of Matters Requiring Immediate Attention (MRIA) issued by the Federal Reserve Board (FRB) related to third-party and Due Diligence oversight, supporting RCSA’s, Quality Assurance frameworks, issue and remediation management, and RCSA-aligned process controls. The Manager will partner closely with Compliance, Operations, Operational Risk, Internal Audit, and Control Management to ensure sustainable risk management policies are embedded into both operational workflows and Point of Arrival digital tooling.

Key Responsibilities

Quality Assurance Framework & Control Tower

• Design, implement, and maintain a comprehensive Quality Assurance (QA) framework for Due Diligence and Third-Party Partner Program (3PPP) activities, aligned to enterprise QA standards and MRIA Long-Term Plan (LTP) commitments.
• Establish and operate a QA Control Tower to provide centralized oversight, monitoring, and reporting across all Due Diligence and partner oversight activities in support of FRB expectations.
• Define QA methodologies, testing approaches, sampling standards, and performance metrics to assess adherence to policies, procedures, and control requirements.

Process Controls, RCSA & 3PPP Ownership

• Own and maintain the 3PPP RCSAs, including risk identification, control design, documentation, testing coordination, issue identification, and ongoing updates.
• Implement and maintain process-level controls aligned to RCSA frameworks and operational risk requirements, ensuring alignment to regulatory and supervisory expectations.
• Partner with Operational Risk and Compliance teams to support enterprise RCSA assessments and control testing tied to MRIA remediation.

Issue, ORE, CAP & MRIA Management

• Own end-to-end management of Issues, OREs, Corrective Action Plans (CAPs), audit findings, and MRIA-related remediation items, including intake, root cause analysis, remediation planning, execution tracking, and closure.
• Coordinate c