Job Description

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 Governance team is to establish the Operational Risk and Controls strategy for US Consumer Services, set up a foundational governance structure that ensures operational risks are identified, assessed, and managed in compliance with enterprise Operational Risk Management programs and reporting.

US Consumer Services is looking for a Senior Manager of Governance 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 Senior Manager, US Consumer Services Governance will:

• Support the day-to-day internal and external exam management process, working with the Enterprise functions (e.g., data request compilation, action implementation, and regulatory adherence)

• Manage the support of the development of operational risk framework to enable effective risk management and decision making in the BU

• Manage specific risk and controls governance forums for US Consumer Services, interfacing with org-wide governance processes and committees (e.g., Operational Risk Management Committee) and share insights and lessons learned across forums

• Support development of BU-specific procedures and additional standards (i.e., escalation protocols), related to the execution of the Operational Risk Management programs

• Facilitate the understanding and use of the risk governance framework across BUs through regular communication

• Lead implementation of key areas training initiatives that align with Operational Risk Management

• Manage processes to ensure and monitor the integration of regulatory changes & updates into the Operational Risk framework and training materials

• Support sharing insights, better practices, themes, etc. across the enterprise

Required Qualifications:

• 4+ Years experience in operational risk management (e.g., within Risk and/or Internal Audit function) Understanding of critical operational risk management lifecycle activities

• Excellent project management, communication, and interpersonal skills

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

• Robust 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:

  • Translating operational risk strategy and appetite into execution guidelines

  • Review the tracking and identifying of issues with Key Risk Indicator (KRI) limits and risk appetite to ensure operational risks are managed within agreed thresholds

  • Oversee the implementation of the operational risk governance frameworks

  • Communicating and ensuring understanding and adherence to operational risk procedures and standards

  • Manage the operational risk exam management processes

• 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.