You will be taken to American Express’s own careers page to apply. Job ID 26014639.
Job description
At American Express, colleagues work together to deliver trusted products, services, and experiences for customers and merchants. This role offers the opportunity to shape important servicing capabilities, collaborate across a global organization, and lead programs with visible merchant, colleague, operational, and business impact. The Senior Manager, Project Management will lead a portfolio of strategic initiatives supporting American Express Merchant Servicing. This role will be responsible for delivering complex, cross-functional programs that improve the merchant experience, strengthen operational performance and controls, increase digital adoption, and enable scalable servicing capabilities. The successful candidate will combine strong program-management discipline with a deep understanding of servicing operations and customer journeys. They will work across Merchant Servicing, Product, Technology, Operations, Risk, Compliance, Finance, Analytics, and other global teams to translate strategic priorities into executable plans and measurable business outcomes. This is a highly visible role requiring sound judgment, executive-level communication, structured problem-solving, and the ability to influence stakeholders in a complex global organization.
Responsibilities
Lead complex, cross-functional projects supporting Merchant Servicing from planning through implementation and benefits realization.
Manage implementation readiness, including communications, training, procedures, cutover planning, and post-launch support.
Track outcomes such as merchant satisfaction, service quality, turnaround time, digital adoption, productivity, and cost savings.
Coach project managers and workstream leads while promoting accountability, collaboration, and consistent project-management practices.
Requirements
Bachelor’s degree or equivalent professional experience.
Approximately 10 or more years of experience in project management, program management, business transformation, operations, consulting, or a related discipline.
Demonstrated experience leading large, complex, cross-functional programs in a matrixed organization.
Experience supporting financial services, payments, merchant acquiring, customer servicing, contact-center operations, fintech, or another regulated industry.
Strong command of project and program-management disciplines, including planning, governance, dependency management, risk and issue management, change control, and benefits realization.
Proven ability to influence senior stakeholders and deliver results without direct authority over all contributing teams.
Strong written, verbal, and presentation skills, including experience preparing materials for senior-management forums.
Strong analytical and problem-solving capabilities, with the ability to convert data and complex information into actionable recommendations.
Working knowledge of operational-risk, control, compliance, privacy, and information-security considerations.
Experience managing multiple priorities while maintaining attention to detail and delivery quality.
Ability to work effectively with geographically distributed teams and provide reasonable overlap with global business hours when required.
Proficiency with standard productivity and project-management tools such as Microsoft Excel, PowerPoint, Project, Jira, Confluence, Smartsheet, or comparable platforms.
