Job Description

Work Location Options: Hybrid

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.

How will you make an impact in this role?

The Global Learning & Knowledge Management (GLKM) team drives learning transformation and knowledge management across multiple lines of business within Global Servicing (GS), which includes partnering with our internal recruiting team to select and train new colleagues and provide ongoing performance support and training for newly hired and more tenured colleagues.  

GLKM is responsible for colleague performance, engagement and development through the creation, procurement and deployment of robust, dynamic, and customized learning solutions, programs and tools that enable GS business strategic priorities and equip newly hired and tenured customer care professionals, specialists, and people leaders with the skills and knowledge to provide the world’s best customer experience every day.

GLKM supports over 30,000 GSG colleagues across the globe in 9 languages and in 20+ markets.

Global Learning Architecture (GLA) partners with the broader GLKM teams and Operations business partners to identify and solve learning needs, and brings performance support together with robust training content, delivered through various channels.  The GLA design team’s work is pivotal in driving continuous improvement in the quality, effectiveness, and efficiency of training and in creating engaging and performance-focused learning journeys for our front-line servicing colleagues and their leaders. 

Minimum Qualifications:

• Design Managers are responsible for leading, engaging, and developing a team of learning professionals skilled in Instructional and Graphic Design.
• Incumbents in this role partner and liaise with other GLKM functional areas and the Learning Architecture Leadership teams to deliver world class learning experiences and drive measurable impact to the business.
• Design Managers ensure that design processes are optimal and are in alignment with global standards.
• They are responsible for monitoring the flow, completion, and measurement of the work, securing adequate resources, developing their direct reports, and ensuring quality and learning effectiveness standards are met or exceeded.
• They monitor industry trends and promote discovery and experimentation of new approaches to performance support and instructional design to stay ahead of the ever-evolving future of work. 

Preferred Qualifications:

• Bachelor’s degree in Business, Education, or related field.
• Minimum 3-5 years of people leadership experience, preferably leading and coaching a team in a geographically dispersed global environment.
• Minimum 2 years of experience in performance consulting and training needs analysis and solutioning preferred.
• Ability to evaluate learning effectiveness using sound instructional design assessment strategies.
• Knowledge and use of emerging instructional design methodologies (e.g., performance support, self-directed, gamification, social learning) and authoring tools.
• Exceptional communication skills and ability to build strong relationships at all levels in an organization.
• Flexible and responsive to rapid change, demonstrated ability to operate in a very dynamic and reactive environment.
• Understanding of the Learning Network environment is preferred (Experience in Training Delivery, Design, and or business operations processes is an added advantage).
• Strong analytical and strategic thinking skills required.

Salary Range: $80,000.00 to $155,000.00 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. 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 U.S. is required as the company will not pursue visa sponsorship for this position.