Director-Contract & Exceptions Management

American Express • Sunrise, FL

1d

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. 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 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 Contract and Exceptions Management team is part of the Global Merchant & Network Services (GMNS) organization within Global Strategy, Operations, & Performance (GSOP) and is responsible for defining, governing, and monitoring adherence to American Express Merchant and Network policies globally through the administration of contract and exception management governance forums and processes. The team plays a critical role in enabling consistent, compliant experiences across the payment’s ecosystem. Through strong governance, risk management, and data-driven insights, the team partners closely with GMNS leadership, Compliance, Risk, Legal, and Operations to embed policy compliance into business decisions and operating models worldwide.
Role Overview:
The Director – Contract and Exceptions Management is accountable for enterprise leadership of Merchant and Network Policy Compliance across GMNS as documented in the American Express Business & Operational Policies (BOP), Global Merchant Services (GMS) Merchant Policies and other related policies. This role sets the strategic direction, governance model, and risk posture for the contract and exceptions processes that protect the brand, enable partner confidence, and support sustainable business growth.

Requirements

• Bachelor's or Master's degree in Business, Operations, Risk Management, Information Systems, or related fields preferred.
• 10+ years of experience with senior leadership accountability in policy compliance, risk management, governance, or audit, preferably within financial services or payments.
• Proven experience leading enterprise-wide programs, governance councils, and senior leadership engagements in a global environment.

Responsibilities

• Define and execute the global strategy for Merchant and Network Policy Compliance aligned to enterprise risk appetite and regulatory expectations.
• Own and govern compliance frameworks covering policy interpretation, enforcement, escalation, remediation, and exception management.
• Lead enterprise governance forums and councils, driving executive alignment, accountability, and decision-making.
• Provide oversight of compliance risk management, including risk assessments, mitigation plans, and control effectiveness to support contract and exception management.
• Oversee Network Participant performance monitoring and non-compliance actions to ensure consistent policy adherence.
• Deliver executive-level reporting and insights, leveraging data and analytics to identify trends, systemic risks, and improvement opportunities.
• Partner with senior stakeholders across GMNS, Partner Management, Risk, Technology, and Operations to balance growth, customer experience, and compliance.
• Build and lead a high-performing global organization, strengthening talent pipelines, succession planning, and a culture of ownership and continuous improvement.
• Anticipate emerging risks in network payments and partner operating models and proactively embed controls into policies and processes.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees