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.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

The Global Merchant & Network Services (GMNS) organization is responsible for managing relationships with millions of Merchants and Partners around the world that facilitate American Express acceptance and enabling the day-to-day operations of our company’s payment network. The people, processes, and technology that support this vital function are evolving to improve the merchant experience and economics. Within GMNS, the Global Strategy, Operations & Performance (GSOP) team’s mission is to deliver a best-in-class premium merchant member experience that will get merchant to not only accept American Express but openly welcome and recommend us to their customers.

We are seeking a detail oriented and proactive First Line of Defense (1LOD) Compliance Manager to support the business in managing compliance risk across products, processes, and customer interactions. This role plays a key part in ensuring that day-to-day operations align with regulatory requirements and internal policies, working closely with both business and compliance partners. The ideal candidate has strong regulatory knowledge, a process mindset, and the ability to translate risk concepts into practical actions.

Key Responsibilities:

Serve as a compliance and complaints risk advisor to front-line business teams, supporting understanding and implementation of policy-compliant complaints programs and applicable regulatory obligations.Provide end-to-end complaints oversight to ensure GMNS adherence to internal complaints policies, regulatory expectations, and established governance standards.Execute and manage monthly complaints oversight deliverables, ensuring timely, accurate monitoring, reporting, and escalation of complaint-driven risks.Identify, assess, and escalate emerging risks through complaint trends, root-cause analysis, and issue monitoring to support early risk identification and timely remediation.Partner closely with GMNS markets and functional teams to support consistent understanding, implementation, and ongoing compliance with complaints-related policies, procedures, and standards.Support the design, enhancement, and maintenance of a consistent complaints framework across GMNS, promoting standardization, transparency, and effective risk management.Apply strong program and issue management discipline to track actions, escalate issues, and ensure timely completion of remediation activities.Monitor business activities for compliance with consumer protection and conduct requirements (e.g., UDAAP, Business Conduct) as they relate to complaints handling and outcomes.Track, document, and support remediation of complaints-related compliance issues and control gaps identified through monitoring, audits, or regulatory examinations.Maintain and enhance complaints governance documentation, including procedures, control descriptions, and training materials.Collaborate closely with Second Line Compliance, Legal, and Risk partners on policy interpretation, regulatory change implementation, and complaint-driven incident response.

Qualifications:

Required:

Bachelor’s degree in business, finance, law, or a related discipline.3+ years of experience in compliance, risk management, or control-related roles in financial services.Working knowledge of key U.S. banking regulations (e.g., BSA/AML, UDAAP, Reg E, Reg Z, Fair Lending, Privacy).Experience supporting compliance or operational risk within a business or first line function.

Preferred:

Bachelor’s degree in business, finance, law, or a related discipline.Compliance or risk certification (e.g., CRCM, CAMS, CCEP).Familiarity with issue management, risk assessments, and control testing processes.Experience working in a matrixed environment or with cross-functional teams.

Key Competencies:

Strong attention to detail and critical thinking skillsAbility to analyze regulatory requirements and apply them in a business contextEffective communication and relationship-building skillsProactive, self-motivated, and comfortable managing multiple prioritiesSound judgment and problem-solving capabilities

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.