Director, Issues, Events & Remediation

Joining Amex Tech means discovering and shaping your contribution to something big. Here, you can work alongside talented tech teams and build a unique career with the Powerful Backing of American Express. With a range of opportunities to work with the latest technologies, and a commitment to back the broader engineering community through open source, our mission is to power your success. Because Amex Tech is powered by our technology, our culture, and our colleagues.
The Technology organization enables and accelerates the company’s growth strategies, delivering global capabilities and services in support of Amex’s customers and colleagues, while maintaining 24/7 servicing and availability to ensure an uninterrupted, high-quality customer experience. Technology provides the foundation for everything we do in the company while driving differentiation through building and leveraging innovative technology and data insights.

The Enterprise Technology Services (ETS) organization partners with every part of the American Express business to power the company’s growth and innovation with trust and efficiency, and drive competitive differentiation with speed. We support the delivery and operations of technology, digital, and data capabilities, platforms, and services globally. Specifically, our team is responsible for the company’s technology engineering, architecture, and infrastructure, providing 24x7 support to ensure an uninterrupted, high-quality experience for customers and colleagues. We also provide product management for core enterprise platforms, and lead technology risk and information security, enterprise data governance and platforms, digital product and design, and enterprise AI platforms on behalf of the company.

Joining ETS Governance & Control means helping protect American Express customers and company through integrated, intelligence-driven technology risk and control management. Operating at the intersection of technology, governance, and risk, the team partners across the enterprise to modernize the foundation, advance risk intelligence, demonstrate trust at scale, and reduce material risk—enabling innovation with the right controls in place.

By building simplified, consistent frameworks and embedding continuous assurance, ETS Governance & Control enhances transparency, accountability, and sustainable risk reduction. The work is about empowering confident decisions, accelerating responsible delivery, and ensuring controls evolve with the business to strengthen trust and reduce enterprise risk at scale.

As the Director, Issues, Events & Remediation, you will serve as a strategic leader and trusted advisor responsible for overseeing the end-to-end Issues, Events, and Remediation lifecycle. Acting as the single point of accountability for Enterprise Technology Services (ETS) leadership, you will drive large-scale change, build a high-performing team, and ensure operational risk processes are executed with precision, efficiency, and transparency.-scale change, build a high-performing team, and ensure operational risk processes are executed with precision, efficiency, and transparency.

This role requires a leader who can balance strategic foresight with disciplined execution — shaping ETS-wide risk reduction initiatives while embedding a culture of accountability, proactive risk identification, and continuous improvement. 

The Director, Issues, Events & Remediation will: 

• Lead the transformation of issues, events, and remediation across ETS, aligning to enterprise priorities and championing change adoption by partnering with leaders across the enterprise to drive alignment, accountability, and sustainable improvements in operational risk maturity. 
• Lead stakeholder engagement efforts to align priorities, establish accountability, and ensure the efficient and effective execution of the issue, events and remediation activity. 
• Lead and develop a team responsible for managing the end-to-end lifecycle of issues, events, and remediations processes - ensuring efficiency, consistency, and adherence to enterprise standards. The ultimate responsibility and goal is to elevate the control environment by enhancing existing and future controls. 
• Establish clear priorities, operating mechanisms, and performance measures to ensure timely delivery of milestones and improvements in inventory data quality. 
• Empower the team to operate with agility, leveraging data, insights, and internal and external best practices to continuously strengthen the control environment. 
• Serve as a connector across Operational Risk Management (ORM), Enterprise Risk Management (ERM), and Business Unit stakeholders to ensure an integrated, enterprise-wide approach to issues, events and remediation. 
• Act as a strategic consultant to senior leadership, delivering concise, data-driven reporting that synthesizes complex operational data into actionable insights and recommendations enabling informed decision-making and proactive risk management. 
• Identify cross-functional themes and systemic risks, using trends and root cause analysis, escalating insights to senior management to inform strategic risk mitigation and influence broader enterprise strategies and control frameworks. 

• 5 -10 years of experience in Technology Risk, IT/IS risk, Operational Risk or Internal Audit within financial services or regulated environments. 
• Proven track record of leading cross-functional teams and delivering large-scale change initiatives within complex global organizations. 
• Demonstrated expertise in operational risk management, control frameworks, and or elevating the control environment. Previous experience in Issues Management is a bonus. 
• Strong consulting, influencing, and executive communication skills — able to simplify complexity and drive senior-level alignment. 
• Experience developing and mentoring teams to perform with excellence and accountability. 
• Strategic thinker with the ability to balance near-term delivery with long-term transformation, effectively managing change and guiding the team through evolving priorities. 
• Expertise in process governance, with a track record of establishing and overseeing robust decision-making processes that align with policies, regulatory frameworks, and/or operational standards. 
• Experience within the financial services industry. 
• Strong analytical and problem-solving skills, with an ability to analyze data, identify themes and trends, and evaluate risk scenarios effectively. 

Preferred Qualifications: 

• Bachelor's Degree in Computer Science, Cyber Security, Risk Mgmt., or related field; advanced degrees (e.g., MBA, MSc) or certifications are advantageous. 
• Experience in financial services or other highly regulated industries. 
• Relevant certifications: CISA, CISM, CRISC, CISSP, or similar

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