Job Description

Membership Portfolio Services, within our US Consumer Services Business, is responsible for developing and scaling several growing businesses that are strategically important to American Express. We are developing unique and differentiated ways to strengthen the Membership Model by connecting Card Members with Merchants that create opportunities to help drive our growth over the mid-to-long term.

How will you make an impact in this role?

The Senior Manager, Amex Offers Digital Media Oversight & Excellence sits within the Amex Offers Digital Media team, reporting to the Director, Global Operations & Oversight. This individual will play a critical role in advancing operational excellence and strengthening oversight across Amex Offers, including Sales conduct, sourcing, and third-party partnerships globally.

As the business and team continue to grow, this role will be responsible for establishing and maintaining scalable oversight practices across business conduct, operational risk, and compliance requirements, while serving as a key subject matter expert for Sales processes, capabilities, and third-party dependencies. The Senior Manager will also support evolving business and strategic priorities through effective change management and enablement, helping translate requirements into well-designed processes, controls, training, and documentation.

KEY RESPONSIBILITIES:

• Lead operational excellence and oversight activities across Amex Offers, with particular focus on Sales and business conduct, ensuring adherence to applicable compliance, policy, and control requirements.
• Own and evolve business conduct monitoring and reporting, including merchant and colleague monitoring, identification and escalation of trends or areas of concern, and development of insights to strengthen oversight and drive appropriate actions.
• Serve as a key point of contact and subject matter expert for Sales processes, capabilities, and third-party dependencies, providing guidance and oversight to drive consistent execution and proactively identify and address operational risks.
• Own and support operational risk and compliance activities, including RCSA, control development and management, ongoing control testing, business continuity, and regulatory, audit, and exam readiness.
• Support business and strategic priorities through change management and enablement, including the design and implementation of new or enhanced processes, training, documentation, and other capabilities needed to drive sustainable adoption.
• Provide centralized oversight of third-party management activities, partnering with key stakeholders to ensure appropriate governance, risk management, and adherence to applicable requirements.
• Provide strategic oversight and consultation on Sales training and enablement, helping ensure curricula remain aligned with business conduct expectations and that supporting processes, procedures, and controls reinforce and complement Sales training.
• Lead, coach, and develop a B30 Analyst, establishing clear priorities and fostering a culture of accountability, operational excellence, and continuous improvement.
• Strong understanding of marketing principles, process, and best practices.
• Experience in marketing operations, process improvement, or project management.
• Experience with internal compliance and operational risk management frameworks (e.g. Process Risk Self-Assessments, Risk Control Self-Assessments, Operational Risk Events, etc).
• Excellent analytical skills and the ability to interpret data to drive decision-making.
• Exceptional communication skills with the ability to collaborate effectively across teams and levels of the organization.
• Strong organizational skills and attention to detail, with the ability to manage multiple projects and priorities simultaneously.
• Proven ability to drive change and implement initiatives to improve operational efficiency and effectiveness.

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.