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?

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 the execution of process optimization and reengineering initiatives across TCE, partnering closely with Operations, Finance, Workforce Management (WFM), Risk, and other cross-functional teams to deliver against OPEX and value realization objectives.

The GBI Process Optimization (PO) team, within Global Business Integration (GBI), is responsible for leading process optimization and operational improvement initiatives aligned to financial impact, risk reduction and control strength, and experience enhancement. The team brings analytical rigor and execution discipline to ensure initiatives deliver measurable and sustainable value.

Key Responsibilities:

• Lead the execution of process optimization and reengineering initiatives across TCE, ensuring structured delivery from project kickoff through implementation and value tracking.
• Partner closely with Workforce Management (WFM), Finance, and Operations to ensure reengineering initiatives are reflected accurately in the P&L and aligned to OPEX targets.
• Develop and maintain tracking tools, dashboards, and scorecards to provide leadership with transparency into progress, risks, and value realization.
• Assess opportunities to improve productivity, strengthen controls, enhance service levels, and reduce costs; evaluate feasibility using sound financial and analytical methodologies.
• Present data-driven insights and recommendations to B40+ leaders to inform decision-making and prioritization.
• Apply structured problem-solving, process mapping, and change methodologies to support sustainable implementation.
• Serve as a thought partner to the business, advising on how to integrate initiatives into servicing teams using global best practices and scalable operating models.
• Support governance forums by preparing analysis, materials, and recommendations to inform scope and prioritization discussions.

Minimum Qualifications:

• Deep knowledge of the premium travel, lifestyle, or servicing industry; TLS experience required.
• Bachelor's degree in industrial engineering, Finance, Operations, or a related field.
• Strong background in financial analysis, including Cost-Benefit Analysis (CBA) development, tracking and validating measurable reengineering benefits, and developing and managing REE portfolio forecasts.
• Demonstrated ability to translate complex financial and operational data into executive-level reporting and actionable insights.
• Proven experience presenting analytical insights to senior leadership and influencing decision-making.
• Strong skills in data analytics, process improvement methodologies, and structured problem-solving.
• Demonstrated ability to lead complex workstreams and drive measurable ou