Manager, Operational Controls and Process Excellence

American Express•New York, NY

1d•Hybrid

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 Communications Compliance Review (CCR) team sits at the center of how American Express brings marketing to life—safely, accurately, and compliantly—across the United States. As part of Enterprise Marketing Platforms & Solutions (EMPS), CCR operates at the intersection of marketing execution, risk management, and regulatory oversight, supporting the platforms and processes that enable campaigns globally. As the first line of defense for marketing compliance, CCR plays a critical role in preventing customer harm and maintaining trust in the American Express brand. Our work is subject to ongoing internal audits and external regulatory exams, and we continuously evolve our processes to strengthen controls, reduce risk, and enable the business to move faster with confidence. This role is ideal for a strategic, systems-minded professional who is motivated by transformation. The successful candidate will not only help maintain a strong control environment, but will also provide meaningful insights that shape how CCR operates—driving process improvements, implementing prevention strategies, and influencing the design of the next generation of creative review and approval capabilities. Serve as a strategic partner to the business, helping to identify and address systemic risks before they materialize Drive transformation by improving processes, strengthening controls, and embedding prevention into how marketing work gets done Play a critical role in defining, shaping, and documenting CCR processes as they evolve alongside a next-generation creative review and approval technology stack Influence how compliance, risk, and marketing teams collaborate to deliver compliant creative at scale

Requirements

Two (2) or more years' experience in a Risk Management, Operational Excellence or Compliance in a highly regulated domain
Improvement and transformation experience with operational, control and/or compliance processes is strongly preferred
Familiarity with consumer banking regulations (Reg Z, Reg E, UDAAP, Fair Lending, etc)
Excellent written and verbal communication and presentation skills, able to create compelling arguments and influence across all levels of the organization
Demonstrated ability to apply thought leadership and strategic thinking to deliver initiatives
Outstanding problem-solving and analytical skills, with strong learning agility and willingness to embrace and lead through change
Excellent relationship building skills to partner effectively across diverse, cross-functional teams in complex and rapidly changing environments
Experience leading, engaging and motivating diverse teams through complexities to deliver results
Ability to adapt quickly to shifting priorities, multiple demands, ambiguity and rapid change
Bachelor’s degree

Nice To Haves

Extreme attention to detail and organization, with the ability to retain and enforce a complex set of advertising compliance requirements.
Strong leadership skills and customer focus mindset with emphasis on consultation and collaboration.
Ability to communicate complex concepts and direction clearly and persuasively, in both written and oral format.
Can work with marketing partners to ‘get to yes’ when the initial creative approach doesn’t work.
Ability to work both independently and collaboratively.

Responsibilities

Lead and support the coordination, response, and remediation activities for internal audits and external exams across CCR
Analyze trends and data from operational processes, quality errors, compliance reviews, and auditor feedback to identify root causes and proactively strengthen the marketing control environment
Maintain an effective and resilient control environment, responding to operational breakdowns and emerging risks with a focus on sustainable solutions
Manage Corrective Action Plans (CAPs) and Operational Risk Events, ensuring timely closure and long-term risk mitigation
Partner closely with cross-functional stakeholders to drive process improvements and implement prevention strategies that reduce operational risk and customer harm
Collaborate with Line of Business Compliance, Risk Management, and American Express National Bank stakeholders to stay ahead of internal and external changes impacting CCR processes
Support the testing, documentation, and ongoing management of CCR Process Risk Self Assessments (PRSAs)
Contribute to the evolution of CCR’s operating model by helping define and document processes that will support future-state creative review and approval capabilities
Supporting the coordination, response and remediation activities for exams and audits across CCR
Analyze data from the process, quality errors, compliance reviews and auditor feedback to proactively identify weak points in our marketing process and strengthen them
Maintaining an effective control environment and responding to operational breakdowns
Managing Corrective Action Plans and Operational Risk Events as needed
Collaborating with peers to identify process improvements and implement prevention strategies to strengthen controls and mitigate operational risk
Partnering with stakeholders, particularly Line of Business Compliance and Risk Management teams, to keep informed of internal and external changes that may impact CCR processes
Providing support for the testing and management of CCR Process Risk Self Assessments (PRSAs)

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