Job Description

The Global Strategy, Operations & Performance (GSOP) organization serves as a Center of Excellence within Global Merchant & Network Services (GMNS), focused on strengthening operational rigor, governance, risk management, and business operations across global markets.

The Manager, GSOP Business Operations will play a critical role in strengthening operational discipline, risk management, processes, and control execution across GSOP. Based in Mexico with global scope, this role is responsible for supporting governance, remediation, and operational risk programs while driving consistency across business processes and controls.

This role operates within the first line of defense and partners closely with Control Management, GSOP leadership and enterprise stakeholders to ensure risks are proactively identified, governed, and remediated. The successful candidate will help strengthen the overall control environment by embedding strong operational rigor, driving accountability, and improving how the organization manages risk, controls, and core business processes.

This role offers meaningful visibility across the organization and the opportunity to materially improve operational execution, governance, and control effectiveness while supporting better outcomes for the business and our customers.

Key Responsibilities

• Own and support operational risk and issue management activities across assigned areas, including end-to-end management of Operational Risk Events (OREs), findings, remediation actions, and related issues.
• Partner with Control Management, Compliance, Risk, and business teams to support adherence to enterprise operational risk frameworks, governance standards, and control management requirements.
• Conduct root cause analyses to identify process vulnerabilities, develop sustainable remediation plans, and strengthen operational controls and governance processes.
• Manage and coordinate RCSAs, CAPs, MAPs, audit activities, and regulatory-related remediation efforts, ensuring timely execution and closure.
• Support enhancement of the overall control environment by identifying process gaps, strengthening operational controls, and driving sustainable remediation and process improvements.
• Develop and maintain governance materials, executive reporting, SOPs, operational trackers, and risk reporting routines to support leadership decision-making and operational transparency.
• Project manage cross-functional initiatives end-to-end, including execution planning, stakeholder coordination, milestone tracking, and implementation of operational and control enhancements.

Minimum Qualifications

• 4+ years of experience in operational risk management, business operations, control management, audit, compliance, or related functions within a complex, matrixed organization.
• Strong understanding of operational risk management frameworks, governance processes, and control management principles.
• Expertise in process governance, operational risk management, and control management practices within a complex organization.
• Experience supporting Operational Risk Events (OREs), RCSAs, CAPs, MAPs, audit remediation, or related risk and control activities preferred.
• Proven ability to manage initiatives end-to-end, including execution planning, stakeholder management, dependency tracking, and delivery against timelines.
• Strong analytical and problem-solving skills, including experience conducting root cause analyses and developing actionable recommendations.
• Excellent written and verbal communication skills with demonstrated ability to influence stakeholders, drive alignment, and communicate effectively with senior leadership audiences.

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.