American Express

Director - Strategy & Program Management

Posted On

July 16, 2025

Location

Gurugram, Haryana

Experience Level

Freshers/Experienced

Job Type

Permanent

Apply By

Aug. 24, 2025

Job Description

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 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.

GS Servicing Innovation:

Where innovation is our business.

Our team’s mission is to shape and execute the Generative AI strategy of the Global Servicing (GS) at American Express, accelerating the progress of both existing and future use cases of this exciting new technology to transform both the colleague and cardmember experience.

The GS Servicing Innovation team focuses on:

· Developing and executing upon the GenAI strategy & priorities for GS through rapid testing and learning, serving as a first mover for the broader enterprise in this new space
· Accelerating and scaling GenAI pilot programs through scope definition, coordination, and ongoing centralized support (e.g., analysis, change management, communications) for dedicated pilot teams
· Rapidly operationalizing GenAI initiatives at scale through development of rollout and scaling plans that quickly shift pilots from learnings to benefit realization, enabling teams to fail fast when appropriate
· Providing compliance and risk management support for each unique use case to ensure responsible and thoughtful use of GenAI technology in accordance with AXP and regulatory policies

Role Description:

The demonstrated leader will effectively manage the complex needs of the GS GenAI pilots and provide services that bridge thoughtful strategy, detailed planning and disciplined execution to produce sustainable results that meet colleague and customer needs. The role requires effective collaboration with Senior Leaders of all band levels across GS and American Express more broadly. Additionally, the effective candidate will be able to lead through ambiguity, coach effectively and inspire followership within a matrixed organization.

About the Role

We are seeking a strategic, dynamic, and results-driven leader to lead GS’s Program Strategy & Acceleration efforts. This role is pivotal in shaping the GenAI agenda and accelerating innovation across the enterprise. The ideal candidate brings deep program management and strategy experience, strong financial acumen, and the leadership presence to guide teams and influence across a matrixed organization.

This role requires an ability to think big and execute precisely. You’ll lead a team, partner with senior leaders, coach stakeholders through complex transformation efforts, and set the bar for collaboration and innovation.

Key Responsibilities

Lead end-to-end strategic program management of GenAI pilots—from scoping to benefit realization—ensuring alignment to business priorities and cross-functional coordination.
Develop and guide cost-benefit analyses (CBAs) that quantify impact and serve as a framework for business case approval; coach others to elevate CBA standards across teams.
Foster a strong understanding of Management Information Systems (MIS) and analytics reporting to support data-driven decisions and track performance of key initiatives.
Influence stakeholders across GS and the broader enterprise to align on goals, overcome blockers, and create shared accountability.
Inspire and lead a high-performing team while setting a culture of coaching, feedback, safety, and trust.
Facilitate strong collaboration across business, engineering, product, finance, and risk partners.
Identify and accelerate opportunities for process automation, digital enablement, and operating model transformation.
Champion change leadership efforts and ensure scaling of successful pilots with sustainable delivery models.
Drive external perspective by benchmarking industry trends and integrating emerging innovation strategies into AXP’s roadmap.

Leadership & Influence

Lead with gravitas, setting strategic direction while empowering others to execute.
Serve as a trusted advisor to senior executives, bringing clarity to ambiguity and driving aligned decision-making.
Demonstrate inclusive leadership by building partnerships across the organization, bringing teams along the journey, and creating opportunities for feedback and growth.

Qualifications

Required:

8–10+ years of program management and strategic planning experience, ideally in consulting, transformation, or enterprise innovation
Deep experience leading cross-functional programs with measurable impact
Expertise in building and interpreting CBAs and financial models, including coaching others in structured financial thinking
Strong command of MIS reporting, metrics development, and performance management frameworks
Proven leadership of teams, with demonstrated experience coaching, mentoring, and developing talent
Exceptional influencing and stakeholder management skills in highly matrixed environments
Outstanding verbal and written communication with the ability to synthesize complex issues into compelling narratives
Strategic thinker with a passion for innovation and a high tolerance for ambiguity
Strong proficiency in PowerPoint and Excel
Bachelor's degree required; MBA or equivalent preferred

Nice to Have:

Familiarity with finance and workforce planning processes
Experience with automation initiatives or large-scale transformation programs
Exposure to AI/GenAI technologies and digital innovation trends

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
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.

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