American Express Careers

Senior Manager-Global Network Strategy

Phoenix, Arizona
Operations Risk Management

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Job Description

Global Network Operations (GNO) is responsible for running the company’s core transaction processing platforms, defining the rules and regulations for how members of our network will interoperate with each other, and creating network products and capabilities that will help unlock commerce for the Blue Box. Today, the global breadth of this team enables it to serve issuers and acquirers in over 90 markets, authorizing and settling nearly $1T of charge volume annually.
The Senior Manager will report to the Director of Global Network Strategy and be responsible for assessing and redesigning business operational processes to support both the Network Modernization (NeMo) program and ongoing operational innovation and improvements. This is a position that will partner closely with internal GNO teams (i.e. Product, Partner Deployment, Global Certifications, Partner Managers) and other stakeholders across the Blue Box to streamline processes and drive transformational change in how American Express delivers value to its issuers, acquirers and other key players in the value chain.
Key Responsibilities
  • Understand the American Express’ operating model and support objectives and how to translate into efficient, standardized and scalable business processes
  • Utilizes consulting tools and techniques: Customer Journey Mapping, Strategic Planning, Process Models, business capability modeling, ecosystems modeling, customer and user profiling, and journey maps.
  • Map and validate end-to-end customer experience touch-points.
  • Review and identify any gaps in the current network processes.
  • Maintain library of customer journeys and outcomes.
  • Engage key business stakeholders to facilitate both strategy and innovation planning.
  • Oversee and create deliverables in support of identified projects.
  • Work with key organizational stakeholders to define strategic plans for key initiatives or capability groups.
  • Present monthly and quarterly reviews to Senior Leadership including detail updates on the progress of the recommended corrective and preventive actions.
  • Leads planning initiatives related to capabilities, future roadmaps, operations, and strategic planning.
  • Manage complex work efforts across a matrix group of resources.  contractor resources
  • Collect and analyze competitive data related to core network operations, to assess changes in the marketplace.
  • Lead an effective project management office (PMO) across multiple NeMo operational readiness projects that may be worked simultaneously within GNO.
  • Inform the platform delivery teams of key findings and opportunities that should influence their build development plan.


  • Ability to translate strategy into tactical actions that are understood and supported by the teams who execute.
  • Extensive knowledge of consulting processes/methodologies/Tools (strategic planning, road mapping, innovation, capability mapping, business model development, process modeling).
  • Anticipate challenges and risks while consistently be more proactive than reactive.
  • Exceptional communication, influence and interpersonal skills– ability to synthesize complex issues and communicate into simple messages for leadership, peers, customers and global teams.
  • Promote a work environment that encourages innovation, and creativity.
  • Ability to recognize and focus on critical issues and can balance and respond to competing needs within the organization.
  • Excellent problem solving abilities and can see underlying or hidden problems or patterns.
  • Demonstrated record of successful and complex project completion.
  • Demonstrated ability to successfully manage multiple projects in a changing technical environment.
  • Extensive experience with business transformation and process redesign methods.
  • Extensive experience working with multidiscipline, high-performance teams.
  • Excellent presentation skills.
  • Creative, curious, questioning, open to take and provide critique
Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws, American Express may provide visa sponsorship for certain positions.

ReqID: 18008789
Schedule (Full-Time/Part-Time): Full-time
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