Manager II- Complaints 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. 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 Strategy & Enablement (GS&E), the Global Complaints & Privacy organization is a talented team of 800 colleagues who are responsible for managing the program, governance, resolution, escalation and reporting of complaints for the majority of the enterprise. Additionally, the team fulfils Privacy Rights requests with adherence to GDPR and CCPA regulation, and have responsibility for the execution of regulatory projects for Privacy Risk Oversight and Privacy related issues.

This Manager, Project Management will drive the flawless execution of our Complaint program uplift as part of Project Guardian.

This role will drive a complex change program, requiring strong operational knowledge of GS, an understanding of Risk and Control Management fundamentals, as well as the ability to collaborate, influence and effectively partner to drive our strategic priorities. 

How will you make an impact in this role?

• Maintain an E2E cross-functional workplan enabling the delivery and oversight of Complaint Next Generation Program / Project Guardian deliverables.
• Partner with key teams, including multiple teams within Global Servicing, Compliance, GCO, Control Management and consulting partners to achieve program deliverables.
• Act as a conduit between GS teams / leads and the critical workstreams delivering on the Complaint Next Generation Program / Guardian mandates.
• Report on milestone progress, raise key decisions and issues for resolution where required.
• Identify learning needs and form communication strategies as the program progresses.
• Ensure rigorous adherence to project management principles including evidence of approval and tasks / milestone completion.

Minimum Qualifications:

• 3 plus years of Project Management
• The ideal candidate will be a highly motivated self-starter who is able to deliver strategic thought leadership and move projects forward with limited guidance. 
• Comfortable operating in a fast-paced, highly complex environment with a proven ability to quickly adjust to shifting priorities, multiple demands, ambiguity and rapid change.
• Excellent project management and organizational skills with a demonstrated ability to build ‘results driving’ relationships to act as a catalyst for change. 
• Excellent written and verbal communication skills with proven ability to influence without authority. 

Preferred Qualifications:

•       Experience working on regulatory change projects is a plus.

Salary Range: $80,000.00 to $15