Job Description

How will you make an impact in this role?

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 objective of the US Consumer Services 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.

US Consumer Services is looking for a Manager of Issues, Events & Remediation focused 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.

The Manager, US Consumer Services Issues, Events & Remediation will :

• Support End-to-End (E2E) BU gap resolution process in partnership with owning BU and in accordance with existing issue/Operational Risk Event (ORE) remediation procedures, using (but not limited to) machine learning and GenAI techniques
• Work with large datasets to generate insights and build analytical solutions to facilitate investigation and conduct root cause analysis to identify and address repeated gaps in timely fashion
• Analyze trends in issues and events to identify potential systemic risks or control weaknesses within BU processes, tackle ambiguous, high-impact business problems with structured thinking. Where necessary, develop reusable code/models/ frameworks to ensure transparency and accountability in the issue management process
• Triage the areas of remediation process, including tracking progress, validating resolution efficacy, communicating status updates to stakeholders to embed accountability along the process.
• Perform sample testing of issues to ensure resolution is complete and effective
• Engage with key stakeholders, including business unit partners and compliance colleagues, to facilitate effective issue management and resolution
• Review and advise on detailed reports on issue status, trends, and outcomes to senior management and governance committees
• Support sharing insights, better practices, themes, etc. across the enterprise
• Ability to operate in a fast-paced, build-oriented environment with a focus on impact and scalability

Required Qualifications:

• Exceptional analytical and problem-solving skills, with the ability to break down complex, ambiguous problems into structured solutions.
• Rich experience in operational risk management (e.g., within Risk and/or Internal Audit function) Understanding of critical operational risk management lifecycle activities, process governance, with an understanding of processes that align with policies, regulatory frameworks, and/or operational standards
• Strong project management, communication, and interpersonal skills
• Proficient analytical and problem-solving skills, with an ability to analyze data, identify trends, and evaluate risk scenarios effectively

Preferred Qualifications:

• Bachelor’s degree in quantitative field ((e.g., Engineering, Computer Science, Mathematics), Finance, Business, Risk Mgmt., or related field; advanced degrees (e.g., MBA, MSc) or certifications are advantageous
• Programming experience in Python, SQL, or similar languages is preferred
• Experience in at least one of the following:
• Scoping, prioritizing, and support remediation of operational issues
• Investigating and conducting root cause analysis to address repeated operational risk issue types
• Performing quality assurance on documentation of operational risk issues and events
• Overseeing BU remediation process for operational risk issues and events
• Reviewing documentation and maintaining records of operational risk issues and events to ensure transparency and accountability
• Supporting and overseeing the BU E2E issue resolution process, embedding accountability and ensuring lessons learned are integrated into future operational risk management practices

• Experience in financial services industry

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

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 our 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.