At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

This role supports daily operational and business-as-usual activities for the GMO Core and Specialized teams. The Content Expert/SME plays a critical role in ensuring operational continuity, knowledge accuracy, and effective communication across the floor.

Key responsibilities include maintaining and communicating updates to CHC articles, reviewing and approving manual ROCs and transactions, executing and following up on PRSA testing and controls, and managing time-sensitive work through the daily manual assignment and prioritization of CLIC workbaskets to CCPs based on skill and business needs.

The role acts as the first point of contact for operational escalations prior to GMS CLM involvement, supports the Team Leader by facilitating weekly huddles, and provides TL back-up coverage during absences. Additional responsibilities include reviewing and uploading schedule exceptions to the GOCM team, maintaining the issue log, and creating clear communications via Slack and on-floor blackboards regarding activities, updates, and procedural changes.

The SME also supports engagement activities on the floor and is responsible for delivering training and upskilling sessions to New Hire CCPs, as well as ongoing development for the GMO population. 

This position is essential to meeting internal operational demand, maintaining strong GMNS collaboration, and ensuring the accuracy, efficiency, and engagement of the GMO organization.

Minimum Qualifications

Demonstrated ability to manage escalations

Experience maintaining or updating CHC / knowledge articles and communicating procedural changes clearly

Strong written and verbal communication skills

Ability to prioritize and assign work

 

Strong attention to detail and risk awareness

Ability to work independently

Bilingual

 

 

Preferred Qualifications

 

 

Experience providing TL back-up coverage or supporting leadership routines (huddles, staffing, engagement)

 

Experience supporting floor engagement activities or culture initiatives

Comfort tracking and maintaining issue logs or risk trackers

Strong working knowledge of GMO processes

 

Experience delivering training or coaching, including onboarding or upskilling of New Hire CCP

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

Competitive base salaries Bonus incentives Support for financial-well-being and retirement Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need Generous paid parental leave policies (depending on your location) 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.