American Express Careers

Manager/Sr. Manager – Issue Management

New York, New York; Phoenix, Arizona
Customer Infomation Management

Apply Get Referred

Job Description

Manager/Sr. Manager – Issue Management


Reports to: Director- Enterprise Customer Marketing Platforms


Job Purpose:

As a Manager/Sr. Manager within the Enterprise Customer Marketing Platforms team this individual will be responsible for organizing investigations into production level issues within our enterprise marketing pipeline.  This individual will manage a Workstream dedicated to handling open complaints and will work closely with affected teams to identify problems and implement solutions. Success in this role will be directly related to individual’s ability to effectively engage, learn, and deliver high quality output while working with a large and diverse set of stakeholders and team members.


This individual will be responsible for identifying and translating needs into actionable artifacts. This individual will conduct full lifecycle activities that include requirements analysis and design using SAFE/Agile methodology. You will work closely with Production Owners on the creation and delivery of Features needed to resolve issues. This individual will be responsible for creating and presenting reports and updates to leadership on a regular cadence.  


Essential Responsibilities:

  • Analyze and triage Issue Reports as needed
  • Assist with gathering information and performing analysis on production issues
  • Identify problems; develop and present solutions to resolve these problems
  • Contribute to the creation of JIRA/Confluence artifacts for development teams
  • Supports Product Management in handoff and rollout sessions for fixes
  • Researches topics as needed to understand and prevent issues
  • Manage compliance, privacy, risk and legal documentation



  • Strong leadership skills - required
  • Self-motivated/self-directed/self-learner – required
  • Highly organized, strong attention to detail – required
  • Excellent communication skills (verbal and written) – required
  • Ability to work independently and as part of a team.- required
  • Strong desire to learn new systems/software applications - required
  • Strong analytical skills including ability to gather and interpret various types of data - required


Experience with Unix/Shell Scripting – preferred

  • Programming experience (JS, Python, Java) – preferred
  • Experience with DB development software or similar skills - required
  • Experience with data query and business intelligence, i.e., SQL – preferred
  • Experience with Big Data tools/platforms/systems (Hive/MR/Spark) – preferred
  • Experience with compliance, privacy, risk, legal and audit procedures – preferred
  • Experience writing Features, User Stories and Tasks in Confluence and/or Jira - preferred



  • Bachelor’s Degree (or higher) in Information Systems or related discipline - required
  • Minimum 3 years’ experience working in a Financial and/or Professional Services Firm – required
  • Experience with Agile methodologies (certification preferred) – required

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.


ReqID: 19007065
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Apr 16, 2019, 7:31:48 AM
Apply Get Referred