Senior Manager - Network Dispute Strategy

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Job Description

Don’t just work for a market leading global company. Help grow one.

About Network Strategy & Operations

It begins with a Card Member using their American Express Card at one of our millions of Merchants around the world—the rest is up to us. The Network Strategy & Operations team (NS&O) is at the heart of the American Express enterprise—powering millions of transactions through our global payments processing network, which we develop and manage.
The Global Network Policy, Dispute Management and Regulation team within NS&O provides strategic direction on dispute management, develops policy/rules which govern American Express products and capabilities & protect the brand and ensures compliance with regulatory and legal requirements.
Reporting to Al Brown, Director Global Network Policy, Dispute Management & Regulation, the Senior Manager for Disputes Policy & Product Management is an exciting opportunity for a talented thought leader to drive a vision that continues to evolve Network Dispute policy, process and platforms.


Key responsibilities of the role will include:

  • Establish and maintain the American Express Network disputes policy, process and platform roadmap
  • Monitor relevant industry trends, competitive landscape, digital trends, and customer feedback to develop insights on disputes processing and inform the Network dispute processing roadmap.
  • Engage with key stakeholders across American Express to understand customer needs and identify, prioritize, and plan delivery of new policies and technical capabilities.
  • Create innovative solutions that capitalise on American Express’s business model, with robust business cases and key metrics for success.
  • Provide thought leadership on new capability design and implementation, user guides, training, transaction flows, customer experiences, and performance criteria
  • Lead Network policy projects from conception to completion including proposal formulation, stakeholder management, issue analysis, competitive analysis, working group facilitation, presentation to leadership & governance committees and policy drafting    

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Minimum Qualifications

  • Payments industry experience, including: dispute processing, payment card acquiring operations, issuer operations or, preferably, a combination of both an asset
  • Experience in Policy and/or Product Development preferred
  • Strong relationship and collaboration skills with the ability to influence a broad group of stakeholders across the organisation, at all levels
  • Track record for change management and delivery in complex and highly-matrixed organizations
  • High-intellectual curiosity, creative & critical thinker with the ability to understand new concepts quickly, deal with ambiguity and experience in complex problem solving and strategic thought leadership
  • Outstanding communicator with the ability to communicate complex topics in a clear and effective manner, adapting communications based on the audience
  • Understanding of Agile methodology and practices
  • Microsoft Office including Excel, Word, PowerPoint and Project
  • Strong project management skills
  • Strong negotiation and conflict management skills

Why American Express?

There’s a difference between having a job and making a difference.


Amex have been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.


We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.


Because we believe that the best way to back our customers is to back our people.


The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.


To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on or 00800 83 000038 (free phone, subject to individual carrier charges). For Russia based candidates on 810 800 83 000038.




ReqID: 20005653
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jun 22, 2020, 6:50:56 AM