Manager, GMNS Customer Journeys

This role sits within the Global Merchant and Network Services (GMNS) Product team, part of American Express’ Global Merchant & Network Services (GMNS) organization. GMNS focuses on the businesses that accept American Express cards, bringing together the teams that manage relationships with millions of merchants globally, operate the American Express payment network, and lead bank and acquirer partnerships across more than 170 markets. GMNS Product is at the core of this ecosystem, enabling how Issuers, Acquirers, Network Partners, and Processors connect to and operate on the American Express Network, which supports over $1.6 trillion in annual spend. The team is leading a strategic, multi-year transformation of the acquiring ecosystem through Acquirer Product, modernizing platforms, capabilities, and services to better anticipate partner needs. This is a strategic priority for GMNS as it becomes increasingly important that we stay competitive with the rise of intermediaries, can quickly adapt to an ever-changing regulatory environment and are developing strong value-added services that deepen the relationships with our acquiring customers. Reporting into the Director, GMNS Customer Journeys, the Manager of GMNS Customer Journeys will support the development and execution of GMNS Disputes customer servicing journeys for customers including Merchants, Payment Facilitators, Network Partners and Processors. This role will identify opportunities to enhance customer experiences across servicing journeys, with an initial focus on Disputes. This includes contributing to journey strategy, defining future use cases supporting roadmap prioritization, and ensuring delivery aligns with both current business needs and future direction to provide differentiated value to our Merchants and Partners. You will partner closely with client management, operations, servicing, control management and technology teams.