**Description** **You Lead the Way. We’ve Got Your Back.** With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally. At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong. Join Team Amex and let's lead the way together. This role sits on the Business Continuity Management (BCM) and Customer Crisis Recovery (CCR) Team, which is a part of the Onboarding, Maintenance and Refresh (OMR) team, supporting the Global Merchant and Network Services (GMNS) organization. This team works with colleagues across GMNS to oversee and implement resilience, continuity, crisis response strategies and mitigation strategies to safeguard employees, merchants, products and services. The team coordinates planning and preparedness for potential service disruptions and other crises. The team coordinates global or regional crisis responses, monitors developing issues while assessing organizational preparedness. The ability to respond to a disruption such as a natural disaster, infrastructure failure, or pandemic underpins our commitment to deliver for our customers and protect our colleagues. This position will be responsible for ensuring compliance with the key resiliency requirements such as Service Continuity and Customer Crisis Recovery. The incumbent will play a role in developing strategies and procedures for crisis response, globally along with ownership of the team scorecard and oversight for merchant program maintenance. The chosen person will work closely with various teams within the business unit and second line, to ensure crisis response, resiliency strategies and procedures are documented in line with company policy. **Key responsibilities will include:** This position will be responsible for the maintenance, development and evolution of the GMNS CCR program, to ensure our merchants are provided with temporary financial relief, during and immediately following a crisis. + Work with the CCR Program Office and coordinate CCR activities and communication. + The role involves owning, developing and maintaining the CCR Playbook and the GMNS Critical Business Playbook. + Keep up to date with the latest World news, events and trends for proactive monitoring of events. + Work with Control Management, Compliance and the GMNS business partners to understand impacts of any exigency. + Independently work with key contacts across the business to ensure robust Business Continuity program is in place. + Ownership of the team scorecard and oversight for Merchant Program Maintenance. + Own the annual Business Impact Analysis (BIA) certification process end to end. + Support the Service Continuity audits and other regulatory requirements. + Ensure the identification and remediation of all Business T applications according to AXP Management Policy guidelines. + Implement process improvements to gain efficiency and increase effectiveness. + Driving focus on analytical solutions to business issues or challenges and demonstrating strategic thought leadership is essential. + Create an ecosystem through development of reporting on critical metrics, to measure performance and success. **Minimum Requirements:** + Strong problem solving skills: creative yet pragmatic, with ability to effectively problem-solve anticipated and unexpected challenges. + Strong partner leadership skills: ability to build trust and encourage partner teams to take on recommended actions. + Strong critical thinking: ability to synthesize multiple, often conflicting or incomplete information to get to the crux of an issue. + Excellent project management skills: end-to-end project planning and management skills. + Strong analytics skills: demonstrated results in data-driven decision making. + Outstanding oral and written communication skills: with the ability to simplify sophisticated ideas and build compelling presentations. + Deliver results: proven track record of strong results delivered from business initiatives. + Able to influence without authority. + Comfortable working as part of a distributed team spanning several time zones. + Able to work with limited mentorship, prioritizing multiple tasks concurrently and managing time to meet deadlines. + Ability to work under pressure and adapt quickly in an environment with evolving business demands + Outstanding attention to detail and dedication to quality. + 2-3 years relevant experience + Proficiency in Excel and MS tools **Preferred Requirements:** + Proficiency in Tableau and Lumi preferred + Bachelors Degree preferred + Business continuity experience **Qualifications** Salary Range: $55,000.00 to $105,000.00 annually bonus 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 our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include: + 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. 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. US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and the Pay Transparency Policy Statement. If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters. Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions. **Job:** Strategic **Primary Location:** US-New York-New York **Other Locations:** US-Arizona-Phoenix **Schedule** Full-time **Req ID:** 25000974