Director-Business Operations

American Express•New York, NY

About The Position

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. As part of Team Amex, you'll experience this 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. The Global Merchant & Network Services (GMNS) Business Unit acquires and maintains relationships with millions of merchants who welcome American Express-branded cards. The Global Client Group (GCG) in Global Merchant & Network Services serves American Express’ largest and most complex global merchants across retail, online and travel-related industries representing over $300B+ of charge volume. Our vision is to be the partner of choice to drive global commerce. Our mission is to drive revenue growth through premium value, service excellence, and high-touch customer engagement. How will you make an impact in this role? This newly created Director of Business Operations role is responsible for strengthening how the Global Client Group (GCG) delivers for its customers by driving operational discipline, effective risk management, and strong control execution across our global organization. This leader will partner closely with Client Managers (CLMs), GCG leadership, and enterprise stakeholders to ensure processes and controls are well designed, clearly understood, and consistently executed - supporting reliable, high-quality outcomes for American Express and our merchant customers. This role is critical to improving our risk and control function and offers meaningful visibility, closer partnership with senior leadership, and the opportunity to materially improve how the business operates. The Director will be successful by leveraging a strong risk skillset, superior stakeholder engagement abilities, and a passion for supporting a global organization through critical changes.

Requirements

5-7+ years of experience in business operations, operational risk, control management, audit, or related roles.
Strong understanding of the operational risk management lifecycle.
Experience in designing and implementing processes and controls in partnership with business teams.
Proven ability to influence stakeholders across business, technology, and risk functions.
Track record of driving delivery across multiple initiatives in complex environments.
Strong analytical and problem-solving skills, with sound judgement.
Clear, concise communicator - comfortable operating with senior stakeholders.
Hands-on leadership style with high accountability and follow through.
Bachelor's Degree required.

Responsibilities

Manage day to day business operations and risk execution for GCG, serving as a central point of accountability for how operational risk, controls, and core processes are managed and delivered.
Embed operational and control rigor into how GCG serves its customers, ensuring risks are identified early, issues are addressed decisively, and customer experience is protected.
Partner closely with Client Managers to understand business and customer needs, translating those insights into practical process and control enhancements, and working with CLMs to implement changes.
Drive consistency and uplift across GCG processes and controls, leading the design, implementation, and adoption of improved standards, procedures, and operating practices.
Monitor, analyze, and drive resolution of Operational Risk Events (OREs), finding, and issues, identifying root causes, surfacing trends, removing roadblocks, and ensuring timely closure.
Represent GCG in Guardian and enterprise risk initiatives, orchestrating inputs, managing follow-ups, and ensuring outcomes are delivered.
Analyze risk performance and operational data to surface emerging risks, highlight areas of concern, and provide clear, actionable insights to senior leaders.
Support governance forums and risk committees by raising key issues, informing discussions, and tracking actions through to completion
Contribute to longer -term operational and automation solutions by defining business requirements for product roadmaps and ensuring new capabilities improve control effectiveness and execution quality.
Own and lead execution across multiple, cross-functional initiatives, holding team accountable for delivery and ensuring operational and control changes move from design through implementation across GCG.

Benefits

Competitive base salaries
Bonus incentives
6%25 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