Director - USCS Control Management

American Express•Charlotte, NC

9d•Hybrid

About The Position

At American Express (Amex), 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 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 focus of this role is Membership Portfolio Services (MPS), within our US Consumer Services Business, which is responsible for developing and scaling several growing businesses that are strategically important to American Express. MPS is developing unique and differentiated ways to strengthen the membership model across Amex Offers & Digital Media, Global Dining and Enterprise Communications & Marketing Technology Experiences. The objective of the US Consumer Services Control Management Risk Identification and Assessment team is to identify, assess, mitigate, and report on risk within business unit processes for US Consumer Services to ensure adherence to regulatory standards, Amex policy and enhance the Business Unit's resilience through managing a clear methodology of inherent and residual risk. This role is 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 Director, US Consumer Services Risk Identification and Assessment will: Lead the end-to-end transition from our legacy risk assessment framework to RCSA (Risk Control Self-Assessment) across all Amex Offers & Digital Media and Enterprise Communications & Marketing Technology Experiences processes, ensuring a seamless and sustainable implementation. Partner with the business to scope and refine the RCSA inventory, collaborating across BUs to ensure consistency and alignment across the enterprise. Act as an advisor as the organization adopts new RCSA practices, helping leaders confidently operate within an enhanced risk environment. Ensure adherence to the evolving risk assessment framework for change management and new business initiatives Translate risk assessment insights into actionable recommendations that enhance control design and operational resilience. Partner with stakeholders to identify emerging risks and recommend control enhancements early in the product lifecycle. Lead risk aggregation and analytics (e.g., RCSA outcomes, issues, events, remediations, complaints) to identify and mitigate key risks. Provide strategic guidance on issues where SME input is needed, supporting the Issue Management framework.

Requirements

6+ Years experience in operational risk or compliance management (e.g., within Risk and/or Internal Audit function) and understands risk management framework and lifecycle activities.
Demonstrated ability to leverage AI and advanced analytics to modernize risk management practices, enhancing risk identification, monitoring, and control effectiveness
Excellent project management, communication, and interpersonal skills, with an ability to interact with and obtain buy-in from senior BU/tech counterparts.
Expertise in process governance, with a track record of establishing and overseeing robust decision-making processes that align with policies, regulatory frameworks, and/or operational standards.
Strong analytical and problem-solving skills, with an ability to analyze data, identify trends including through use of AI tools, and evaluate risk scenarios effectively.
Experience in financial services industry.

Nice To Haves

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: Providing identification of operational risks throughout business processes and systems.
Facilitating risk assessment performance in addition to further assessments and testing programs to ensure regulatory and internal standards are met.
Enhancing risk assessments and associated methodologies.
Reviewing independent control monitoring, including identification of control improvements.
Reviewing thematic risk reporting to provide actionable insights on risk levels, emerging trends and root causes.
Experience within banking, credit card, or marketing industries.

Responsibilities

Lead the end-to-end transition from our legacy risk assessment framework to RCSA (Risk Control Self-Assessment) across all Amex Offers & Digital Media and Enterprise Communications & Marketing Technology Experiences processes, ensuring a seamless and sustainable implementation.
Partner with the business to scope and refine the RCSA inventory, collaborating across BUs to ensure consistency and alignment across the enterprise.
Act as an advisor as the organization adopts new RCSA practices, helping leaders confidently operate within an enhanced risk environment.
Ensure adherence to the evolving risk assessment framework for change management and new business initiatives
Translate risk assessment insights into actionable recommendations that enhance control design and operational resilience.
Partner with stakeholders to identify emerging risks and recommend control enhancements early in the product lifecycle.
Lead risk aggregation and analytics (e.g., RCSA outcomes, issues, events, remediations, complaints) to identify and mitigate key risks.
Provide strategic guidance on issues where SME input is needed, supporting the Issue Management framework.

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