Manager-Network Policy & Process

You Lead the Way. We’ve Got Your Back. 

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities, and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally. 

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong. 

Join Team Amex and let's lead the way together. 

Global Merchant Network Services (GMNS) has relationships with millions of merchant businesses, in more than 25 countries, and delivers over $1.5T in spend. The people, processes, and technology that support this vital function are evolving to improve the merchant experience and economics. The Global Strategy & Capabilities (GS&C) team’s mission is to deliver a best-in-class premium merchant experience that will get merchants to not only accept American Express, but openly welcome and recommend us to their customers. 

The Global Policy & Standards (GPS) team within GS&C develops American Express Partner and Merchant Policy, Standards, and Programs to remain competitive, support new products & capabilities, improve data quality, and promote compliance.

Reporting to Director, Network Policy & Publication, this role is an exciting opportunity for a talented thought leader to drive a vision that will evolve Network publications.

Key responsibilities of the role will include:

• Lead team of highly engaged technical writer colleagues
• Manage capacity planning and workload assignment for the team by collaborating with the Network governance team
• Strategically manage the end-to-end publication process and communication of key Network publications
• Ensure high quality publications, including validating process documentation, maintaining records management, assisting with capacity planning, and supporting governance processes
• Drive continuous improvement through evaluating customer feedback, technology, and partner experiences
• Collaborate with colleagues across the Blue Box to modernize Network publication and documentation
• Ability to balance and deliver to multiple projects within prescribed timelines
• While these describe the overall responsibilities of the position, additional duties may be assigned

Qualifications:

• Four + years of experience in technical writing (financial services industry experience preferred), including experience in FrameMaker and Adobe Experience Manager Guides
• Strong role model leader who can lead strategic projects and motivate, inspire, and develop colleagues
• Strong organization and project management skills with the ability to manage multiple projects with competing timelines
• Proven flexibility and adaptability in both driving results and developing process strategies
• Excellent oral, written, and presentation skills, including the ability to influence without authority and to tailor communications to address various audiences
• Adaptability to work in a dynamic and cross-functional environment, with strong attention to detail and accuracy
• Ability to problem-solve, troubleshoot, and work independently
• Four-year college degree required or the equivalent work experience

Preferred:

• Interest in digital publishing techniques and experience with publication tools, including implementing or developing Content Management Systems (CMS)
• Familiarity with American Express products and operations
• Experience in the payments industry
• Multinational and global collaboration experience

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries 
• Bonus incentives 
• Support for financial-well-being and retirement 
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• Generous paid parental leave policies (depending on your location) 
• 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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.  

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