Director - Strategy and Program Management

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.

Global Servicing Innovation:

Where innovation is our business. Our team’s mission is to shape and implement the Generative AI strategy of the Global Servicing (GS) at American Express, accelerating the progress of both existing and future use cases of this exciting new technology to transform both the colleague and cardmember experience.

The Global Servicing Innovation team focuses on:

• Developing and implementing upon the GenAI strategy & priorities for GS through rapid testing and learning, serving as a first mover for the broader organization in this new space
  
• Accelerating and scaling GenAI pilot programs through scope definition, coordination, and ongoing centralized support (e.g., analysis, change management, communications) for dedicated pilot teams
  
• Rapidly operationalizing GenAI initiatives at scale through development of rollout and scaling plans that quickly shift pilots from takeaways to benefit realization, enabling teams to fail fast when appropriate
• Providing compliance and risk management support for each unique use case to ensure responsible and thoughtful use of GenAI technology in accordance with AXP and regulatory policies
  

The demonstrated leader will effectively manage the complex needs of the GS GenAI pilots and provide services that bridge thoughtful strategy, detailed planning and disciplined execution to produce sustainable results that meet colleague and customer needs. The role requires effective collaboration with Senior Leaders of all band levels across GS and American Express more broadly. Additionally, the effective candidate will be able to lead through ambiguity, coach effectively and inspire followership within a matrixed organization.

We are seeking a strategic, dynamic, and results-driven leader to lead GS’s Program Strategy & Acceleration efforts. This role is pivotal in shaping the GenAI agenda and accelerating innovation across the organization . The ideal candidate brings deep program management and strategy experience, strong financial foresight, and the leadership presence to guide teams and influence across a matrixed organization.

This role requires an ability to think big and implement accurately. You’ll lead a team, partner with senior leaders, coach collaborators through complex transformation efforts, and set the bar for collaboration and innovation.

Key Responsibilities

• Lead end-to-end strategic program management of GenAI pilots—from scoping to benefit realization—ensuring alignment to business priorities and cross-functional coordination.
  
• Develop and guide cost-benefit analyses (CBAs) that quantify impact and serve as a framework for business case approval; coach others to elevate CBA standards across teams.
  
• Foster a strong understanding of Management Information Systems (MIS) and analytics reporting to support data-driven decisions and track performance of key initiatives.
  
• Influence collaborators across GS and the broader enterprise to align on goals, overcome blockers, and create shared accountability.
  
• Inspire and lead a high-performing team while setting a culture of coaching, feedback, safety, and trust.
  
• Facilitate strong collaboration across business, engineering, product, finance, and risk partners.
  
• Identify and accelerate opportunities for process automation, digital enablement, and operating model transformation.
  
• Champion change leadership efforts and ensure scaling of successful pilots with sustainable delivery models.
  
• Drive external perspective by benchmarking industry trends and integrating emerging innovation strategies into AXP’s roadmap.

Leadership & Influence:

• Lead with gravitas, setting strategic direction while empowering others to implement.
  
• Serve as a trusted advisor to senior executives, bringing clarity to ambiguity and driving aligned decision-making.
  
• Demonstrate inclusive leadership by building partnerships across the organization, bringing teams along the journey, and creating opportunities for feedback and growth.

Minimum Qualifications :

• 8–10+ years of program management and strategic planning experience, ideally in consulting, change management or innovation.
  
• Deep experience leading cross-functional programs with quantifiable impact.
  
• Expertise in building and interpreting CBAs and financial models, including coaching others in structured financial thinking.
  
• Strong command of MIS reporting, metrics development, and performance management frameworks.
  
• Proven leadership of teams, with demonstrated experience coaching, mentoring, and developing talent.
  
• Exceptional influencing and partner management skills in highly matrixed environments.
  
• Outstanding verbal and written communication with the ability to synthesize complex issues into compelling narratives.
  
• Strategic problem solver with a passion for innovation and a high tolerance for ambiguity.
  
• Strong proficiency in PowerPoint and Excel.
  
• Bachelor's degree required; MBA or equivalent preferred

Preferred Qualifications :

• Familiarity with finance and workforce planning processes.
  
• Experience with automation initiatives or large-scale transformation programs.
  
• Exposure to AI/GenAI technologies and digital innovation trends.

Salary Range: $130,000.00 to $205,000.00 annually + bonus + equity (if applicable) + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• 6% 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
  

For a full list of Team Amex benefits, visit our Colleague Benefits Site .

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.