Director - US Complaints Next Generation/Guardian Implementation

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.

Within Global Support Enablement & Control (GSEC), the Global Complaints & Privacy (GC&P) organization owns and governs the enterprise complaint program policies, and leads the handling of customer complaints across markets. The team is responsible for ensuring resolution of Customer outcomes, identifying key trends across geographies, and ensuring compliance to key international regulations/laws and practices. Additionally, the team has ownership of Global Servicing’s (GS) Privacy, Data Access, and Data Protection programs, fulfilling Privacy Rights requests with adherence to General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) regulations, and responsibility for the execution of regulatory projects for Privacy Risk Oversight and Privacy-related issues.

The Director, Complaints Next Generation Implementation will play a pivotal role in executing GC&P’s strategic vision through delivery of the Next Generation and Project Guardian programs – first in the US, and then globally. This leader will ensure end-to-end execution excellence, embedding strong governance, proactive risk management, and a culture of continuous learning and improvement. As a change agent, the Director will partner closely with business change management groups and key stakeholders to drive enhanced customer and colleague experiences in complaint identification, capture, resolution, and downstream treatment.

Key Responsibilities:

•    Drive flawless implementation of Next Generation and Project Guardian deliverables program across the US, with a roadmap for global expansion in collaboration with the Complaints leadership and PMO.
•    Build strong partnerships with Global Complaints, Privacy Operations, and GS frontline teams to deliver seamless execution and effective change management.
•    Embed the customer and CCP at the center of change initiatives to deliver optimal experiences, improve complaint resolution, and meet regulatory expectations.
•    Anticipate risks early and drive mitigation strategies to safeguard delivery and regulatory integrity.
•    Inspire, develop, and empower a diverse team to achieve high performance, accountability, engagement, and growth.

Minimum Qualifications:

•    Project Management / Implementation experience with deep expertise in the GS environment.
•    Demonstrated success executing large-scale projects and process transformations.
•    Proven ability to build strong relationships with executives and influence decisions across GS and enterprise-wide functions.
•    Skilled in collaborating across cultural and organizational boundaries to achieve shared outcomes.
•    Strong presenter, communicator, and negotiator with a track record of engaging senior leaders and business partners.
•    Highly adaptable with the ability to thrive amid shifting priorities, ambiguity, and rapid change.
•    Strong command of risk and control frameworks, governance principles, and change management methodologies. 

Salary Range: $123,000.00 to $215,250.00 annually + bo