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Director of Quality & Oversight - job 7 of 11

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.

Global Merchant Services, the merchant network of American Express, acquires and maintains relationships with millions of merchants around the world who welcome American Express-branded Cards. The Quality & Oversight team within the Merchant Services – U.S. business is dedicated to ensuring customer-facing teams are effectively positioned to identify, remediate, and reduce operational risk.

This Director of Quality & Oversight position will report to the Vice President of Quality & Oversight and be responsible for the client and partner management and marketing organizations within MS - U.S. This is a newly created team in the business, designed to play a pivotal role in shaping our strong risk management culture and to define our strategy and compliance efforts for the U.S. This Director will monitor and assess robust processes and procedures across client management and marketing and lead the design and implementation of initiatives to ensure the business is effectively managed in accordance with risk appetite. This Director will also lead on mitigation of new risks as they arise, in accordance with the company’s risk framework and policy and drive consistency efforts and special projects.

Key partners include U.S. Merchant Acquisition and Client & Partner Management, Marketing, Control Management, Legal and Compliance teams (among others).  

 Responsibilities:

  • Support the development & roll out of enhanced and streamlined MS-U.S. quality & oversight support model to ensure Client Management and Marketing compliance with enterprise policies

  • Drive results through a team including at least one Sr. Manager and a Risk Analyst

  • Lead broad consistency efforts across the teams, driving compliance and controls efficiency and while supporting stakeholders as they progress in scorecard focus areas

  • Develop and publish formal guidance on matters related to risk management in support of broader MS-U.S. organization.

  • Serve as primary liaison for Client Management and Marketing stakeholders in providing guidance on risk management, governance, and business operations related questions.

  • Support formal / informal audits and inquiries into MS – U.S. and serve as a liaison for relevant field teams.

  • Work with partners to ensure processes are appropriately owned and documented and trainings, tools and resources reflect current rules & guidance for MS-U.S. colleagues.

  • Lead special projects in support of risk management, audit outputs, etc.

  • Lead and develop broad reaching risk management solutions to address improvement areas across various Control Management initiatives.

  • Oversee and maintain a robust control environment to monitor risk.

  • Serve as a primary partner with Control Management on key items including but not limited to PRSAs, SOPs, document retention monitoring, Operational Risk Events (OREs), Corrective Action Plans (CAPs), and Management Action Plans (MAPs), etc.

Qualifications:

  • Decisive Self-Starter with high degree of accountability and experience leading matrixed teams through change.

  • Executive presence with ability to exercise sound business judgment and clear, independent decision-making.

  • Strong communication skills to lead, influence, and build consensus among senior leaders across different business groups.

  • Outstanding project management and relationship management skills to collaborate closely with partners at various levels of seniority.

  • Ability to manage multiple complex items simultaneously. 

  • Experience leading cross-functional or broad stakeholder teams, driving towards goals in time-sensitive and rapidly changing situations. 

  • Experience working with Control Management, GCO, Compliance, Risk, and/or Internal Audit. 

  • BA/BS Degree Required, MBA Preferred. 

      Salary Range: $130,000.00 to $205,000.00 annually + bonus + equity (if applicable) + 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.

      Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

      US Job Seekers - Click to view the “Know Your Rights” poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window: https://www.eeoc.gov/poster

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      Average salary estimate

      $167500 / YEARLY (est.)
      min
      max
      $130000K
      $205000K

      If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

      What You Should Know About Director of Quality & Oversight, American Express

      At American Express, we are on the lookout for an enthusiastic and experienced Director of Quality & Oversight to join our dynamic Team Amex. This is an exciting opportunity for someone eager to make a substantial impact within our Global Merchant Services sector. In this pivotal role, you will work closely with multiple teams to ensure our customer-facing operations are adeptly managing risks and following solid compliance procedures. You will be the driving force behind the development of streamlined processes that enhance our Merchant Services in the U.S. By leading a talented group including a Senior Manager and a Risk Analyst, you will oversee risk management solutions and ensure our marketing and client management teams possess the necessary tools to excel in their endeavors. Your ability to liaise with various stakeholders while fostering a culture of accountability and integrity will be invaluable. If you thrive in a fast-paced environment and excel in steering teams through change, this role is for you. With your impressive communication and project management skills, you will influence high-level decisions and guide our teams toward strategic compliance. Join us in this newly created team to help define our risk management culture as we strive to meet and exceed our clients’ needs every day at American Express. Together, we will shape a comprehensive approach to managing operational risks, while being recognized for our contributions and collective successes. Are you ready to lead the way?

      Frequently Asked Questions (FAQs) for Director of Quality & Oversight Role at American Express
      What are the responsibilities of the Director of Quality & Oversight at American Express?

      As the Director of Quality & Oversight at American Express, your primary responsibilities include managing client and partner interactions, leading risk management strategies, and ensuring compliance with company policies across the Merchant Services team. You will work closely with various stakeholders to develop and implement quality oversight models aimed at improving operational efficiency and mitigating risks.

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      What qualifications are required for the Director of Quality & Oversight position at American Express?

      To qualify for the Director of Quality & Oversight role at American Express, candidates should hold a BA/BS degree, though an MBA is preferred. In addition to educational qualifications, significant experience in leading cross-functional teams, alongside thorough knowledge of risk management, compliance, and internal audits, is essential for success in this position.

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      How does the Director of Quality & Oversight contribute to American Express's risk management culture?

      The Director of Quality & Oversight plays a critical role in shaping American Express's risk management culture by designing and implementing robust procedures for monitoring compliance and operational risks. By leading consistency efforts and enhancing existing processes, you will directly contribute to creating a safer and more accountable business environment.

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      What skills are essential for the Director of Quality & Oversight at American Express?

      Essential skills for the Director of Quality & Oversight position at American Express include strong communication and leadership capabilities, outstanding project management proficiency, and the ability to push teams towards achieving compliance goals. Your decisiveness and executive presence will also be crucial in driving effective decision-making within a matrixed organizational structure.

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      What benefits can a Director of Quality & Oversight at American Express expect?

      As a Director of Quality & Oversight at American Express, you can anticipate a competitive base salary complemented by bonus incentives and equity opportunities. Additionally, the company offers comprehensive medical, dental, and vision insurance, generous parental leave, and access to professional development programs, among other benefits designed for your overall well-being.

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      Common Interview Questions for Director of Quality & Oversight
      How do you approach risk management in your previous roles?

      When addressing risk management, I prefer to implement comprehensive assessment techniques that involve cross-functional collaboration. By actively engaging different departments, I ensure that the risk awareness culture permeates every layer of the organization, enabling proactive identification and mitigation of potential risks.

      Join Rise to see the full answer
      Can you give an example of how you've led a team through a significant change?

      One instance was when we needed to shift our operational processes due to new compliance regulations. I facilitated workshops that encouraged feedback, allowing team members to voice concerns and suggestions. This engagement led to smoother transitions and increased buy-in from all stakeholders involved.

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      How do you ensure compliance across various departments?

      Ensuring compliance begins with establishing clear guidelines and continual training for all staff members. I prioritize direct communication and collaboration with department heads to synchronize our understanding of compliance standards, which allows us to implement effective monitoring systems that uphold these standards.

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      Tell us about a challenging audit you've managed.

      I once oversaw an extensive audit that revealed significant gaps in our risk reporting processes. Rather than viewing it as a setback, I encouraged the team to approach it as an opportunity for improvement, which led to the development of a new reporting framework that increased transparency and accountability.

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      What project management tools do you find most effective?

      I have found tools like Trello and Asana to be invaluable for keeping projects organized and ensuring team accountability. These platforms allow teams to visualize workflows, assign tasks, and track progress, which is crucial when managing complex projects in a timely manner.

      Join Rise to see the full answer
      How do you monitor the effectiveness of quality oversight initiatives?

      Effectiveness is driven by metrics and feedback. I regularly analyze data to assess the impact of oversight initiatives and gather employee insights on process changes. This holistic view enables me to adapt our strategies to ensure continuous improvement in quality standards.

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      What strategies do you employ for stakeholder engagement?

      I employ a relationship-building approach, where I emphasize active listening to truly understand stakeholder needs. This foundation helps to foster a collaborative spirit, making it easier to address challenges and align goals effectively across different teams.

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      Describe a time you had to influence senior leaders on a compliance issue.

      I presented a detailed report about the potential risks of non-compliance during a strategic meeting. By articulating the long-term cost implications and providing data-driven recommendations, I was able to secure the necessary buy-in from senior leaders to implement crucial compliance measures.

      Join Rise to see the full answer
      What is your experience with internal audits and how do you incorporate feedback?

      I have extensive experience working with internal audits, where I focus on both adherence to compliance and process enhancement. I actively solicit feedback after each audit cycle, which informs necessary adjustments and promotes a culture of continuous improvement throughout the organization.

      Join Rise to see the full answer
      How do you balance multiple priorities in a fast-paced environment?

      I prioritize tasks based on urgency and impact, utilizing organizational tools like Gantt charts for visualizing timelines. This strategic approach not only keeps my workload manageable but also ensures that I maintain focus on long-term goals while addressing immediate priorities.

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      American Express is a multinational financial services corporation and global leader in providing personal, small business, and corporate credit cards.

      4373 jobs
      MATCH
      VIEW MATCH
      BADGES
      Badge Family FriendlyBadge Office VibesBadge Work&Life BalanceBadge Rapid Growth
      CULTURE VALUES
      Inclusive & Diverse
      Empathetic
      Collaboration over Competition
      Growth & Learning
      Transparent & Candid
      BENEFITS & PERKS
      Medical Insurance
      Dental Insurance
      Mental Health Resources
      Life insurance
      Disability Insurance
      Child Care stipend
      Employee Resource Groups
      Learning & Development
      FUNDING
      SENIORITY LEVEL REQUIREMENT
      TEAM SIZE
      EMPLOYMENT TYPE
      Full-time, hybrid
      DATE POSTED
      April 21, 2025

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