Director-Servicing Communications Review & Governance

About the position At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and opportunities to gain experience, new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. How will you make an impact in this role? Membership Portfolio Services (MPS), within our US Consumer Services Business, is responsible for developing and scaling several growing businesses that are strategically important to American Express. We are developing unique and differentiated ways to strengthen the Membership Model across Amex Offers, Advertising, Dining and Marketing & Servicing Technology. The Enterprise Comms & MarTech Experiences (ECMX) organization is a global center of excellence within Membership Portfolio Services (MPS), responsible for powering high-quality, efficient, and user-centric marketing and servicing communications. This role sits within Global Servicing Product Operations & Delivery and is accountable for enabling accurate, compliant, and brand-aligned servicing communications across channels. The team supports end-to-end creative development, review, governance, maintenance, and partner-funded execution, ensuring a frictionless, flexible, and flawless omnichannel servicing experience. Reporting to the Vice President, this role will lead Servicing Communications Review and Governance, with a mandate to scale creative review and governance capabilities, accelerate delivery, and strengthen enterprise alignment through process excellence, technology, and strong cross-functional partnerships.

Responsibilities

• Servicing Communications Review & Governance: Own and evolve the global vision and operating model for creative development, review, governance, and maintenance of servicing communications.
• Lead the Servicing Creative Review (SCR) function, providing consultation and governance across Servicing Lines of Business while facilitating timely approvals.
• Ensure all servicing communications comply with legal, regulatory, brand, and internal risk standards, partnering closely with Compliance, Brand, Product, and Technology teams.
• Drive consistent quality, speed, and predictability across creative review and approval processes.
• Creative Consultation & Business Partnership: Provide strategic creative consultation to Servicing teams for critical initiatives including new product launches, digitization efforts, customer experience enhancements, partnerships, and offers.
• Act as a trusted advisor to business partners, helping shape communication strategies that balance customer experience, compliance, and operational efficiency.
• Anticipate business needs and proactively recommend creative and process solutions.
• Partner Operations & Enterprise Coordination: Support execution of partner-funded servicing initiatives, ensuring alignment across scope, funding, delivery milestones, and governance.
• Lead with an enterprise mindset by connecting Business, Operations, PMO, Technology, Finance, and Risk teams to ensure clear ownership, transparency, and delivery discipline.
• Surface risks, dependencies, and trade-offs early, driving timely resolution and informed decision-making.
• Transformation, Technology & Continuous Improvement: Define and execute a long-term roadmap for creative enablement, leveraging MarTech capabilities including content management, workflow automation, AI-assisted review, and scalable governance models.
• Deliver near-term enhancements in partnership with Servicing Product, Delivery, and Testing teams to improve speed, capacity, and impact.
• Champion simplification, standardization, and automation to reduce cycle times and rework while maintaining high quality.
• People Leadership & Performance Management: Build, lead, and develop a high-performing team of creative governance, compliance, and operations professionals.
• Set clear goals and accountability aligned to MPS KPIs such as volume, speed, quality, and risk outcomes.
• Foster a culture of collaboration, ownership, and continuous improvement while coaching talent and addressing performance gaps proactively.

Requirements

• Servicing Operations / Business Operations (communications-focused)
• Strong stakeholder and relationship management across global, cross-functional teams
• Deep understanding of customer communications, brand governance, and regulatory controls
• Customer experience and servicing mindset
• Product and process-oriented thinking with ability to operate at scale
• Complex, multi-stakeholder project and delivery management
• Proven strategic leader with the ability to define vision and deliver transformation within Marketing or Servicing Operations (MarOps).
• Strong track record of partnering across Servicing LOBs, Product, Technology, Risk, and Compliance to deliver large-scale initiatives.
• Demonstrated ability to prioritize competing demands and deploy resources against the highest enterprise impact.
• Comfortable operating in a fast-paced, deadline-intensive environment with frequent urgent requests.
• Experienced people leader with a passion for developing talent, building inclusive teams, and sustaining performance.
• Proven ability to manage geographically dispersed teams and senior stakeholders while maintaining trust and engagement.
• Strong collaborator with an enterprise mindset and accountability for outcomes.

Benefits

• Competitive base salaries
• Bonus incentives
• 6%25 Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

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