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Director – Complaint Oversight Program Office

United States, Phoenix 123000.00 - 215250.00 USD / Year · Job Posted February 21, 2026
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Job Description

The Complaint Oversight Program Office (COPO), within second line of defense Global Risk & Compliance, is responsible for providing oversight of the American Express National Bank (AENB) and American Express (AXP) Enterprise-Wide Complaint Policies and associated programs. Reporting to the VP of Consumer Fairness and Complaints, the Director of Complaint Program Oversight will be responsible for leading the team challenged with the oversight the complaint policies and associated program. This critical leadership role will act as the key liaison between first line of defense complaint supporting colleagues, monitor policy adherence, and oversee monthly senior leadership complaint reporting.

Job Responsibility

  • Leverage relationships with first line, second line and third line business unit colleagues to ensure Program standards are met
  • Analyze complaint data received through various AMEX channels, identify potential non-adherence to the complaint policies and program requirements
  • Ensure timely and accurate monthly compliance complaint reporting to senior leadership
  • Support the development of the Complaint Oversight Program annual plan
  • Maintain the AENB and AXP policies and the associated Risk Standards
  • Maintain the AENB Tier 2 Complaint Management Training
  • Work closely with the first line of defense Enterprise Complaint Governance team regarding program requirements and updates
  • Project manage the Project Guardian complaint related tasks and milestones
  • Assist with complaint-related requests received from the Internal Audit Group (IAG) and external regulators

Requirements

  • Bachelor’s Degree
  • 4-5 years of consumer complaint experience
  • Working knowledge of US consumer regulations
  • Working knowledge of American Express products and services
  • Ability to effectively influence colleagues at all levels
  • Proficiency in Microsoft Tools

Nice to have

  • Advanced degree in a related field
  • 4-5 years of demonstrated consumer financial services experience in a compliance, legal, audit or risk role
  • Advanced skills in Excel

What we offer

  • 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
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