American Express—Knowledge Management Manager

Job description

Description: The Colleague Experience Group (formerly HR) is focused on providing a great colleague experience every day. Our mission is to obsess over understanding the colleague experience at a deeper level to co-create simple and great ways of working that enable everyone to be and deliver their best. Within CEG, the Colleague Services (CS) organization plays a critical role in providing outstanding services, capabilities, data, and insights to enable that great colleague experience. The organization builds and operates products and services to enable CEG and the business. The Colleague Experience Servicing Strategy is the structured approach American Express and Colleague Experience Group is taking to deliver support services to colleagues, ensuring interactions are efficient, consistent, and tailored to individual needs. It encompasses tiered support models, integrated technology platforms, and strong governance of knowledge assets to enable seamless resolution of colleague inquiries. The Knowledge Management Manager will establish and lead the Knowledge Management capability for CEG, creating the strategy, governance, content model, and operating disciplines required to make trusted knowledge a core enabler of the Colleague Experience Servicing Strategy. This is a build-and-transform leadership role with accountability for moving Knowledge Management from distributed practices to a scalable, governed, measurable, and globally consistent capability. The role will define the Knowledge Management governance model, develop the content strategy, and establish the intent architecture, taxonomy, and knowledge structures that enable colleagues, servicing teams, digital channels, and AI-powered experiences to find and use the right information at the right time. The manager will connect business intent, colleague needs, servicing journeys, content, and technology so knowledge becomes a foundational layer of the servicing ecosystem. This role combines strategy and execution leadership. The manager will translate the Knowledge Management vision into an actionable roadmap, stand up new capabilities and ways of working, and build and lead a new team to deliver the on the servicing strategy. Success will require strong leadership, influence, and stakeholder management across Servicing Strategy, Product, Technology, COEs, regional servicing teams, content owners, and other CEG partners.