Manager Strategy and Program Management (Gen AI)

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let\’s lead the way together.

Servicing Innovation: Where innovation is our business.

Our team’s mission is to shape and implement the Generative AI strategy of Global Servicing 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 Servicing Innovation team focuses on:

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

How will you make an impact in this role?

The role will require creating strategic and data-driven recommendations that enable the execution of the GS Gen AI strategy. The ideal candidate will be able to think creatively and prepare analyses and presentations on both forward-looking strategy and achieved results. This role also requires collaboration with various teams, including effective collaboration with Senior Leaders of all band levels across GS and American Express more broadly.

Key Responsibilities Include:

1. Supporting the scoping of the next wave of Gen AI pilots, ensuring alignment to prioritization principles while extrapolating lessons from smaller scale efforts and extending to “bigger bets.”
2. Thought leadership/creative problem solving to accelerate technological innovation for AXP and drive progressive improvement.
3. Developing strong working relationships with various collaborators in order to achieve results and enact wide-scale impact across the enterprise.
4. Strategic program management for live pilots, ensuring that key achievements, deadlines, and deliverables are driven by removing roadblocks and facilitating alignment between collaborators.
5. Driving project delivery by fostering teams, being a great partner with collaborators, finding opportunities and obstacles/risks, developing strategic recommendations, and ensuring results are effectively driven.
6. Results and change leadership, including the planning and development of key Gen AI initiatives that result in achievement of sustainable, ground-breaking results.
7. Preparing and refining financial models to project Gen AI pilot results and financial impact.
8. Monitoring external perspectives and developments in Gen AI and innovation more broadly and incorporating them into to Amex roadmaps and decisioning as relevant.
9. Driving analysis of key metrics for Gen AI pilots to derive insights on value and performance, and prepare materials for sharing results.

Minimum Qualifications:

1. Strategic, big-picture thinker with demonstrated interest in Generative AI and innovation with strong business insight and high degree of creativity in finding opportunities for products, services, new processes and systems.
2. Ability to influence without authority at all levels and demonstrated track record for getting results and transformation across multiple lines of business.
3. Proven relationship-builder with strong consultative and collaborative skills to partner with business leaders in order to devise solutions to complex business challenges.
4. Adept at forming thoughtful and considered perspectives, supported by both objective fact and strategic conviction.
5. Excellent oral and written communication and presentation skills, including the ability to articulate complex issues in a simple, non-technical manner, to fluently bridge business and technical discussions, and to tailor communication to various audiences.
6. Familiarity with Microsoft PowerPoint and Excel required.

Preferred Qualifications:

1. Ability to navigate ambiguity and engage in structured thinking in order derive meaningful, data-driven insights.
2. Comfortable working in an environment with tight deadlines and handling through making decisions with imperfect information.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

1. Competitive base salaries.
2. Bonus incentives.
3. Support for financial-well-being and retirement.
4. Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location).
5. Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need.
6. Generous paid parental leave policies (depending on your location).
7. Free access to global on-site wellness centers staffed with nurses and doctors (depending on location).
8. Free and confidential counseling support through our Healthy Minds program.
9. Career development and training opportunities.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

#J-18808-Ljbffr