Program Manager, Enterprise Platforms Issues & Events Change Management

Joining Amex Tech means discovering and shaping your contribution to something big. Here, you can work alongside talented tech teams and build a unique career with the Powerful Backing of American Express. With a range of opportunities to work with the latest technologies, and a commitment to back the broader engineering community through open source, our mission is to power your success. Because Amex Tech is powered by our technology, our culture, and our colleagues.

The Technology organization partners with the American Express business to enable, support, and drive the company’s growth plans and strategic priorities by supporting the delivery and operations of technology capabilities, platforms, and services globally. Specifically, the team delivers global capabilities and services in support of American Express customers and colleagues, and it is responsible for the company’s technology infrastructure, providing 24x7 support to ensure an uninterrupted, high-quality experience for external and internal customers. It also governs technology risk and information security across the American Express enterprise.

The Technology Process Risk Reduction & Enterprise Platforms (EP) Risk Advisory team are dedicated to delivering Tech wide risk reduction programs and driving efficiencies in the management of Issues and Events for EP. This involves the timely identification, response, and resolution to minimize impact, as well as to prevent recurrences.

With the growing importance of Issues and Events Management, we are looking for a Program Manager, EP Issues & Events Change Management, focused on identifying, managing and mitigating operational risk while ensuring compliance with organizational policies and regulations.

The Program Manager, EP Issues & Events Change Management will:

• Perform Thematic Analysis on Technology Operational Risk Events to identify potential systemic risks or control weaknesses within BU processes
  
• 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
  
• Analyze data to produce actionable insights, enabling data-driven decisions
  
• Oversee the risk escalation process, including monitoring KRIs, validating escalation, and communicate status updates to stakeholders to embed accountability along the process, collaborating with other Operational Risk Management (ORM) / Control Management teams as necessary
  
• Engage with key stakeholders, including business unit leaders, compliance officers, and regulatory bodies, to facilitate effective issue management and resolution.
• Prepare and present detailed reports on issue status, trends, and outcomes to senior management and governance committees
• Help in the development of BU-specific procedures and additional standards (i.e., escalation protocols), related to the execution of the Operational Risk Management programs.
  

Required Qualifications:

• 6+ Years experience in operational risk management Understanding of critical operational risk management lifecycle activities
  
• Excellent project management, communication, and interpersonal skills, with an ability to interact and obtain buy-in from senior BU/tech counterparts
  
• Expertise in process governance, thematic analysis, risk-based escalation with a track record of establishing and overseeing robust decision-making processes that align with policies, regulatory frameworks, and/or operational standards
  
• Experience within financial services industry
• 
  Strong 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 risk events

o Investigating 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 the remediation process for operational risk issues and events

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

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

o Proven ability to adjust quickly to shifting priorities, multiple demands, ambiguity, and rapid change.

o Should be self-motivated and able to thrive in an environment with ad-hoc requests and shifts in direction.

o Excellent project management and Leadership with strong interpersonal skills

o Strong relationship management skills to manage relationships at all levels

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

• 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
  

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