Director - Tech Operations

At American Express, our culture is built on a 175-year history of innovation, shared valuesand Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn 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.

Overview
We are seeking a Director to lead a combined portfolio within our Operation Data and Analytics team that spans financial management of our Site Reliability Engineering & Application Support (SRE/AS) and Operations Engineering (OE) organizations, Strategy platform engineering, and technology Customer Journey program. This role brings together data and analytical tools for funding, availability, and customer demands into a single operating model—ensuring our data and analytics strategy is not only well-designed, but consistently reliable, accurate, and aligned to measurable business outcomes for mission critical processes.

Key Responsibilities

1. Financial & Operational Leadership (SRE / Availability Services / Operational Excellence)

• Own and manage the operating budget across SRE/AS and OE functions
• Drive financial discipline across a large, global organization, including workforce planning, forecasting, and cost optimization/reconciliation.
• Establish transparency into development funded projects.
• Lead data-driven financial analysis to identify risks and opportunities, delivering actionable insights that inform investment decisions and improve cost efficiency

2. Strategy Development and Support

• Lead application development and production support for Strategy (formerly MicroStrategy), owning both delivery execution and the long-term platform roadmap
• Ensure high availability, scalability, and performance of BI tools supporting critical business and operational decisioning
• Partner with business and technology stakeholders to prioritize and deliver strategic capabilities, including advanced analytics and predictive insights
• Drive modernization of data architecture, tooling, and engineering practices to support enterprise scale

3. Customer Journey Availability Program Leadership

• Own and expand the enterprise Customer Journey program, ensuring end-to-end visibility, accountability, and representation of a customer experience across critical customer flows
• Deliver and sustain 99.99% availability targets across key journeys, using data-driven insights and standardized governance
• Lead cross-functional coordination across application, infrastructure, and business teams to proactively identify and mitigate risk
• Own the end-to-end lifecycle of customer journeys, establishing and enforcing governance, processes, and controls to ensure reliability, risk mitigation, auditability, and consistent delivery of business outcomes

Qualifications

• 15+ years of experience in enterprise technology operations, including SRE, production management, and/or platform engineering
• Proven experience managing large-scale budgets and global organizations, with clear linkage between financials and outcomes
• Strong background in application development, data platforms, and analytics ecosystems
• Demonstrated success leading enterprise-wide availability or customer journey programs at scale
• Experience operating in highly regulated, high-availability environments
• Ability to influence senior executives and drive alignment across complex organizations

• 10+ years of expertise in leading development and support teams using BI tools such as MicroStrategy, Power BI, and Tableau.
• Experience with modern data ecosystems

Preferred Qualifications

• Financial services industry experience
• Experience with ITSM platforms such as ServiceNow

·Demonstrated recent subject matter expertise in relevant technical areas.

·Experience in attracting, hiring, retaining, and leading top technology delivery talent, and building high-performing teams in competitive markets

What Success Looks Like

• Financials are predictable, optimized, and clearly tied to reliability and business outcomes
• Deliver exceptional customer experiences through our BI tools
• Customer journeys are measurable, governed, consistently measuring availability, and meet audit requirements
• The organization runs with fewer surprises—both operationally and financially

Salary Range: $144,250.00 to $256,250.00 annually + bonus + equity (if applicable) + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• 6% 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.