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American Express Sr Mgr-Risk Management in Phoenix, Arizona


This is a unique opportunity to join the Global Commercial Services Governance Team within Global Commercial Card Operational Excellence as the Manager of Customer Complaints and Pain Points.

You will be responsible for end-to-end management of this program; working with client-facing teams to properly capture and analyze complaints while also working across Global Commercial Services and a variety of key business partners such as Technology, Global Services Group, Credit Risk, Compliance, and General Councils Office, to attain deliverables and solutions.

Key responsibilities include:

  • End-to-end program management of the Global Commercial Services Complaint Program, including the governance and advocacy of the American Express complaint policies

  • Partner with client-facing colleagues to identify pain points (enhancement opportunities) within the Global Commercial Services customer experience

  • Perform analysis and research on complaints and pain points to generate customer insights and develop solutions

  • Oversee manage two Project Analysts who help meet program objectives

  • Provide analysis reporting to senior leadership and various high-level stakeholders


The ideal candidate must have strong analytical, consultative, process design and project management experience. An understanding of the product development life cycle is highly desirable. Additionally, it will be critical for the candidate to have an excellent ability to drive results, influence without authority and demonstrate a proven ability to drive decision making across multiple stakeholders inside and out of GCS.

  • Ability to understand processes and issues from a customer perspective

  • Superior analytical skills – both quantitative and qualitative

  • Excellent problem solving and organizational change management skills

  • Exceptional project management skills leading complex, large-scale, cross-functional initiatives

  • Strong interpersonal skills, ability to collaborate and be a team player

  • Strong end-to-end process development and improvement skills

  • Strong business acumen, strategic perspective, and process orientation

  • Self-starter, able to identify business problems, design solutions quickly

  • Excellent communication skills with ability to interact and influence leaders

  • Experience at working both independently and in team/matrixed environments

  • Strong professional presence

  • Effective communication, and presentation skills

  • Outstanding time management and good organizational skills

  • Self-motivated, enthusiastic, and able to work independently

  • Knowledge of Commercial Banking products, processes and systems is a plus

  • MS Office Skills, specifically Excel and Power Point

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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.

Job: Risk

Primary Location: US-New York-New York

Other Locations: US-Arizona-Phoenix, United States

Schedule Full-time

Req ID: 21012059