The U.S. Consumer Services Team is responsible for our suite of consumer products, services, and experiences in the U.S., including our premium, cobrand, cash back, and lending portfolios, Membership Rewards, Global Travel & Lifestyle Services, the Centurion Lounge network, our Global Dining and Resy businesses, U.S. Consumer Banking, and best-in-class marketing programs across customer, prospect, and partner channels. The USCS team is focused on making membership an indisputable competitive advantage and helping each other become better leaders every day. 

The US Consumer Services Control Management team’s mission is to help identify, assess, mitigate, and report on Operational Risk to ensure that we deliver on the customer promise for our products and services. The team strengthens our culture and discipline of operational risk management and our ability to execute risk management in everything we do. The objective of USCS's Control Management Issues, Events & Remediation team is to ensure timely identification, response, and resolution of risk events and issues to minimize impact, as well as to prevent recurrence through effective remediation and lesson learning.

The Senior Manager of Issues, Events & Remediation will focus on ensuring control management is embedded in the day-to-day operations of our organization. It will involve extensive collaboration with multiple partners across numerous business units, functional areas, and geographies.

Responsibilities include:  

• Support remediation of issues by influencing BU, who own and execute issue/Operational Risk Event (ORE) remediation

• Investigate and conduct root cause analysis to address repeated issue types

• Perform quality assurance on documentation of issue/ORE type, urgency, severity/impact (e.g., impact analysis), and investigate as necessary to understand and address the root causes

• Scope & triage areas of the remediation process, including tracking progress, validating resolution efficacy, communicating status updates to stakeholders to embed accountability along the process, collaborating with other Operational Risk Management (ORM) teams as necessary

• Review quality assurance documentation and maintenance of records of issues/OREs and remediations to ensure transparency and accountability in the issue management process

• Analyze trends in issues and events to identify potential systemic risks or control weaknesses within BU processes

• Support the End-to-End (E2E) BU issue resolution process, embedding accountability and ensuring lessons learned are integrated into future ORM practices

• Perform sample testing of issues to ensure resolution is complete and effective

• Opine on specific control enhancements related to issues

• Liase with key stakeholders, including business unit partners and compliance colleagues, to facilitate effective issue management and resolution

• Review and advise the preparation of detailed reports on issue status, trends, and outcomes to senior management and governance committees

• Support sharing insights, better practices, themes, etc. across the enterprise

Required Qualifications:

• 4+ Years experience in operational risk management (e.g., within Risk and/or Internal Audit function) Understanding of critical operational risk management lifecycle activities

• Excellent project management, communication, and interpersonal skills

• Experience in process governance, with an understanding of processes that align with policies, regulatory frameworks, and/or operational standards

• Robust analytical and problem-solving skills, with an ability to analyze data, identify trends, and evaluate risk scenarios effectively

Preferred Qualifications:

• Bachelor's Degree in Finance, Business, Risk Mgmt., or related field; advanced degrees (e.g., MBA, MSc) or certifications are advantageous

• Experience in at least one of the following:

o Scoping, prioritizing, and support remediation of operational issues

o Managing investigation and conducting root cause analysis to address repeated operational risk issue types

o Performing quality assurance on documentation of operational risk issues and events

o Overseeing BU remediation process for operational risk issues and events

o Reviewing documentation and maintaining records of operational risk issues and events to ensure transparency and accountability

o Overseeing the BU E2E issue resolution process, embedding accountability and ensuring lessons learned are integrated into future operational risk management practices

o Experience in financial services industry

Non-considerations for sponsorship: Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

Salary Range: $90,000.00 to $165,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries 

• Bonus incentives 

• 6% Company Match on retirement savings plan 

• Free financial coaching and financial well-being support 

• Comprehensive medical, dental, vision, life insurance, and disability benefits 

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 

• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 

• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 

• Free and confidential counseling support through our Healthy Minds program 

• Career development and training opportunities