Director-Technology Delivery-Customer Domain-International Card & Risk Services

At American Express, our culture is built on a 175-year history of innovation, sharedvaluesand 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 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.

How will you make an impact in this role?

The Enterprise CRM Solutions team was created in 2024 as part of the company’s Framework for Winning. Core to our purpose is reimagining the platform solution-delivery model to dramatically improve our strategic agility, speed to market, effectiveness of delivery and transparency. The Enterprise Customer Relationship Management Solutions (ECRMS) team creates solutions for the Sales and Customer Domain via respective platforms by harnessing the power of Data, Machine Learning, and Artificial Intelligence to offer powerful selling and re-selling engines to acquire new clients and expand existing client relationships for Sales, Account Development, and Marketers across the Enterprise. 

C360 is an enterprise platform that supports a large portion of the LOBs and COEs at Amex. This platform runs in Scaled agile framework as well as Kanban, VCC and Innersourcing. The C360 train encompasses over 20 scrum teams as well as detailed intake processes and integration with LPM and tech finance. In addition, there is a CDO (customer demographic orchestration) which consists of an agile train. There is also a key aspect of being SOR for data that brings a heightened level of data governance teams and oversight as well as auditing collaboration work. Lastly this role leads the financial adherence of all the spend to epics for the entire portfolio.

We are looking for a Director, Technology Delivery to lead, mentor, and coach high-performing Technology Delivery teams to foster continuous improvement and professional development and provides direction for the execution of strategic technology projects, ensuring alignment with organizational goals and client satisfaction.

Key Responsibilities:

• Leads, mentors, and coaches Technology Delivery colleagues and teams, fostering a culture of excellence, continuous professional growth, and knowledge sharing within the Technology Delivery community
• Collaborates with senior leadership to develop and implement talent acquisition and retention strategies, ensuring the organization attracts and retains talent within Technology Delivery
• Directs the strategic planning, coordination, and execution of high-impact technology-focused projects, ensuring alignment with organizational objectives and project goals
• Optimizes resource allocation, ensuring optimal utilization across multiple high-complexity projects and balancing workload among senior team of colleagues
• Orchestrates Agile Release Trains (ARTs), coordinating with product owners, agile champions, and development teams to ensure timely and quality delivery of complex project milestones
• Leads Program Increment (PI) Planning meetings with executive leadership, product management, and delivery teams to ensure alignment with business objectives
• Directs the mitigation of impediments, manages risks, dependencies, and resourcing needs to ensure smooth Agile Release Train (ART) execution
• Facilitates and promotes Inspect & Adapt sessions and other retrospective meetings to promote a culture of continuous learning and improvement within the team
• Simplifies technically complex concepts to bring together a larger audience across engineering teams and non-technical stakeholders to grow and develop a team of future Technical Program Management (TPM) leaders
• Directs the evaluation, assessment, and mitigation of project risks by developing comprehensive risk management plans, conducting regular risk assessments, and implementing mitigation strategies
• Oversees and analyzes project progress and performance, utilizing advanced project management tools and techniques to track key metrics, identify issues, and implement corrective actions as needed
• Enhances communication and provides key inputs among stakeholders, including project sponsors, senior management, and external partners, to ensure alignment, transparency, and effective information flow
• Collaborates and co-creates effectively with teams in product and the business to align technology initiatives with business objectives

Education and Knowledge:

• Bachelor's degree in Business Administration, Business Management, Computer Science, Information Technology, Engineering, and/or comparable experience; advanced degree preferred
• Knowledge of software development lifecycle (SDLC) methodologies and practices
• Proficiency in Project Management
• Proficiency in Technology Delivery
• Proficiency within Agile management tools such as Jira, Rally, or similar platforms

Work Experience:

• Proven success in project management, delivery management, or a related job within the technology sector
• Proven success in leading and managing technology delivery teams, providing leadership and mentorship
• Proven success in working in an Agile/Scrum environment
• Proven success in application design, software development, and automated testing
• Experience in distributed (multi-tiered) systems, algorithms, and relational databases
• Proven success in Agile software development methodologies and practices such as Scrum/Kanban, iterations, user stories
• Experience in automation testing and documentation (i.e., automated, functional, and performance)
• Experience with Application Programming Interface (APIs), RESTful services, and middleware platforms

People Leadership:

Talent Development

• History of mentoring and coaching top performers, while also elevating mid-level contributors.
• Creates clear growth paths, offering stretch assignments and opportunities for leadership.
• Recognized for building “bench strength” by preparing the next generation of leaders.

High-Performance Culture:

• Establishes psychological safety so teams feel empowered to innovate and take risks.
• Sets clear expectations and accountability, balancing autonomy with measurable outcomes.
• Recognizes and rewards contributions consistently, ensuring top performers stay engaged.

Change Resilience:

• Guides teams through operational or organizational change with empathy and transparency.
• Anticipates resistance and addresses it proactively, ensuring transitions feel supported, not forced.
• Keeps morale high during periods of uncertainty by communicating the “why” behind change.

Conflict & Collaboration Management:

• Proven ability to navigate conflicts between technology, product, and operations priorities.
• Brings diverse stakeholders together to make balanced decisions.
• Skilled at turning competing interests into shared ownership and aligned outcomes.

Inclusive & Adaptive Leadership:

• Creates a culture where diverse voices are heard and valued.
• Adapts leadership style to fit different personalities, cultures, and levels of experience.
• Builds trust across globally distributed or cross-functional teams.

Licenses & Certifications:

• Certification in SPC (SAFe Program Consultant), SA (SAFe Agilist), PMI-ACP (Agile Certified Practitioner), or PMP (Project Management Professional) is a plus

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 ourColleague 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