Director-Technology Delivery - eCRMS

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?

About the Organization 

The Enterprise CRM Solutions team was created in 2024 as part of the company’s Framework for Winning. Core to our purpose is reimagining the platform solution-delivery model to dramatically improve strategic agility, speed to market, delivery effectiveness, and transparency. The Enterprise Customer Relationship Management Solutions (ECRMS) team creates solutions for the Sales and Customer Domain via enterprise platforms by harnessing the power of Data, Machine Learning, and Artificial Intelligence to enable powerful selling and re-selling engines. These solutions support Sales, Account Development, and Marketing teams across the enterprise. 

C360 is a core enterprise platform supporting a large portion of Lines of Business (LOBs) and Centers of Excellence (COEs) at Amex. The platform operates across Scaled Agile Framework (SAFe), Kanban, VCC, and Innersourcing models. The C360 Agile Release Train (ART) encompasses over 20 scrum teams, with mature intake processes and deep integration with Lean Portfolio Management (LPM) and Technology Finance. C360 also includes Customer Demographic Orchestration (CDO), an additional agile train, and serves as a System of Record (SOR) for critical customer data, requiring robust data governance, audit collaboration, and regulatory oversight. This role also leads financial adherence and epic-level spend tracking across the full portfolio. 

Role Summary 

We are seeking a Director, Technology Delivery to lead large-scale, enterprise-critical technology programs and ensure they are set up for sustained success through strong delivery foundations, transparent execution, and trusted executive partnership. This role is accountable for driving predictable outcomes across highly complex, multi-train initiatives while influencing senior leadership through data-driven insights and clear, transparent reporting. 

This position will primarily lead Project Diamond and will also support the successful delivery of the Bedrock sales initiative. The Director will shape delivery strategy, enable cross-domain alignment, and accelerate execution through the adoption of AI-driven delivery practices and tooling. 

Key Responsibilities 

• Enterprise Program Leadership & Strategic Impact 
• Leads delivery for large, multi-year enterprise programs with significant business, financial, and organizational impact 
• Establishes strong program foundations including governance, operating models, and execution rhythms 
• Partners with executive sponsors to shape delivery strategy and proactively manage risk 
• Acts as a trusted advisor influencing senior leadership decisions 

Strategic Delivery & Execution 

• Directs enterprise-scale technology programs 
• Orchestrates Agile Release Trains and leads PI Planning
• Manages risks, dependencies, and delivery impediments 
• Drives continuous improvement through Inspe