American Express Careers

Network Analyst-Payments Vendor Relationship

Phoenix, Arizona
Operations Risk Management

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Job Description

The GMS PCG - Global Merchant Technical Consulting team has an excellent opportunity for a high performing individual who will be responsible for establishing and deepening relationships with Point of Sale (POS) Vendors.  This will include POS manufacturers, Integrated Payments Providers and Value Added Resellers.

This individual will focus on new payment form factors (EMV, NFC, mobile, contactless, etc.) that are being introduced in multiple markets. The role will include reactive and proactive work streams, including: issue circumvention, research, analysis and consultation. The successful candidate will be required to work with technologies, Global Services Network, GMS, GNS and other internal and external organizations requiring a high level of relationship building and excellent communication skills.


  • Assist with the creation, implementation and execution of the overall POS Vendor Management process
  • Core focus for issue analysis, resolution and consultation involving merchant POS acceptance issues on the American Express Merchant Network
  • Raise, escalate and manage issues to appropriate support teams to ensure timely resolution
  • Perform analysis reporting of case work and disruption issue incidents, impacts, gaps and trends
  • Build and foster relationships with Business and Technology Partners in order to execute on agreed goals and initiatives
  • Identify and escalate to Business and Technology process owners demand management and improvement opportunities
  • Payments process/platform issue resolution and coordination with business groups and technologies for analysis, evaluation, prevention planning, global team support and network gap identification
  • Attend payment industry conferences
  • Implement and manage a proactive Vendor communication strategy
  • Assist with the management of the Integrated Payments Providers Program


  • Knowledge of Point of Sale terminals, Hardware/Software
  • Knowledge of the key systems and processes linked to payment networks and acquirer businesses
  • Knowledge of GMS business, its cost structure and supporting system capabilities is a plus
  • Proven ability to solve complex problems and deliver in crisis situations
  • Results driven, comfortable with technical content, strong direct and influential leadership skills
  • Must be detail-oriented, organized, analytical and computer literate
  • Excellent interpersonal/relationship management skills and problem solving ability
  • Proactively seek opportunities for process improvement
  • Strong verbal/written communication skills
  • 2+ Years experience solving complex, technical issues– preferably in the Merchant Network space, including solving process issues, network disruption support, and/or technical process support experience
  • Knowledge of the key systems and processes linked to payment networks and acquirer businesses
  • Strong Change Management Skills, ability to adapt in an ever-changing environment
  • Experience using MerchantForce or case management system preferred
  • Excellent MS Office skills preferred

Educational Qualification:

  • BS/BA degree is a plus, not 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: 19015036
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Aug 9, 2019, 2:58:58 PM
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