JOB DESCRIPTION

Operational Resilience is the ability of an organization to withstand, adapt to, and recover from disruptions such as cyber incidents, technology failures, or external events. It extends beyond traditional business continuity by addressing both internal and external risks that may impact the delivery of products and services, ensuring the organization can continue to serve customers through disruption.

The Operational Resilience program sits within the Business Resilience team in Enterprise Shared Services (ESS) at American Express. The team partners across the enterprise to design and oversee resilience, continuity, and crisis response capabilities that protect colleagues, customers, and Critical/Important Business Services. This includes preparing for and managing disruptions, coordinating global and regional crisis response, monitoring emerging risks, and delivering post-event insights to senior leadership.

RESPONSIBILITIES

As a Director of Operational Resilience , you will lead a team responsible for designing, implementing, and continuously strengthening the enterprise Operational Resilience program in alignment with evolving regulatory expectations.

You will also oversee crisis monitoring and reporting, and support coordinated response efforts for material operational disruptions impacting Critical/Important Business Services.

Lead the development and implementation of the Operational Resilience framework, including:

• Establish and continuously evolve end-to-end program requirements across Critical/Important Business Services, including dependency mapping, impact tolerance methodology, and scenario design
• Develop and maintain standards, procedures, and training to drive consistent enterprise-wide adoption
• Define and maintain Critical/Important Business Services, including end-to-end dependency mapping across processes, technology, third parties, locations, and critical data, along with associated impact tolerances
• Lead scenario testing for Critical/Important Business Services in partnership with service owners and interconnected programs (e.g., Information Security, Technology, Operational Risk, Third-Party Risk Management)
• Deliver clear, actionable resilience reporting to senior management, governance forums, and the Board to support decision-making and regulatory readiness

Drive enterprise alignment and execution

• Partner with international legal entity teams to ensure consistent interpretation and implementation of the framework
• Define business requirements to support the development of resilience capabilities, tools, and data infrastructure

Maintain regulatory alignment and external perspective

• Monitor evolving global regulatory expectations (e.g., SR 20-24, DORA, UK FCA) and ensure ongoing program alignment
• Benchmark AXP’s Operational Resilience program against industry peers to drive continuous improvement

Lead program governance, controls, and regulatory engagement

• Design and implement program controls to ensure effectiveness, sustainability, and audit readiness
• Lead engagement with regulators and support audit examinations related to Operational Resilience

Build and lead a high-performing team

• Coach, develop, and inspire a team to deliver high-quality outcomes and advance program maturity
• Drive measurable improvements in operational resilience maturity, including enhanced regulatory readiness, reduced residual risk across Critical/Important Business Services, and improved outcomes from regulatory and audit engagements.

QUALIFICATIONS

Experience and Background:

• 5+ years’ experience in Risk Management with at least 3 years in Operational Resilience First Line of Defense, program implementation space is preferred.
• Strong understanding of resilience, business continuity and crisis preparedness concepts.
• Strong problem-solving skills; ability to see the big picture with attention given to critical details
• Demonstrated ability to successfully manage multiple priorities under pressure, including regulatory exams and audits
• Familiarity with Operational Resilience regulatory requirements (e.g., SR 20-24, DORA, UK FCA regulations)
• Bachelor’s degree required

Leadership Skills:

• Proven people leader who can build, inspire, develop, and coach a high performing team
• Excellent relationship, collaboration, and presentation skills with ability to interact and influence leaders across all levels and teams in a matrixed organization
• Self-confident with a strong sense of integrity and the ability and willingness to challenge and be challenged
• Ability to communicate key risks to colleagues, business partners, and senior leaders

Preferred Qualifications:

• MBA or advanced degree preferred
• Certifications in Business Continuity, Resilience will be a plus

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

ABOUT US

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. 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 our 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.

ABOUT THE TEAM

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 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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The below 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.