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 varied 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 important 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, aiming 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.

Function Description:

The Global Learning & Knowledge Management (GLKM) team provides a full range of dynamic, evolving learning and performance solutions that enrich our colleagues’ skills and knowledge, powering engagement and driving business results. We are a distributed team responsible for developing complete learning strategies, designing innovative learning solutions, and delivering experiential learning experiences. We make transformation possible by— attracting our future leaders, designing and delivering best-in-class learning, engaging and retaining top talent.

Role Description:

The Director of Knowledge Management Writing on the Knowledge Management & Governance team is responsible for ensuring servicing colleagues have the most up-to-date and relevant knowledge information at their fingertips – looking after the technical writing of content, overall content strategy, and management of our knowledge content library.

This position leads a team of managers and technical writers who document and review supporting documentation to ensure that all business requesters and process owners’ procedures align to a consistent voice of servicing that represents the brand of American Express in both performance capabilities and learning content. The content writing team currently uses systems such as Bloomreach, Colleague Help Center (CHC), ServiceNow and Jive (The Square) to deliver our knowledge management goals.

This position contributes by demonstrating in-depth knowledge of customer needs, external standard processes, and internal operations to guide knowledge management writing solutions that drive the optimal customer and business outcomes. This role operates in the customer servicing space and the successful incumbent must have exceptional understanding of this area.

Responsibilities

• Lead a distributed team of knowledge management professionals who are accountable for content writing, quality checking of content, and the overall content approach for knowledge management
• Lead the development and delivery of knowledge content for our servicing colleagues across GSG – maintaining consistent quality standards and processes across the team
• Lead the continued uplift of content in CHC, with an initial focus on the dedicated rewrite of thousands of articles in CHC
• Partner with the Director of Knowledge Management Strategy to evolve ongoing governance of GSG knowledge management content
• Collaborate across the GLKM team to ensure content is written effectively and aligned with learning content and business needs
• Ensure article request SLAs are met in a timely manner through shared management of writer capacity

Qualifications

• Strong history of experience in the knowledge management field.
• In-depth knowledge of technical writing standards/principles and experience working with knowledge management systems and project intake systems
• Confidence with simplifying complex procedures/information in an easy-to-understand format for our colleagues.
• Excellent Strategic Problem solver: Shown ability to link project strategies to business objectives and drive desired business outcomes by setting a vision, goals, and objectives that motivate and inspire the organization to deliver
• Exceptional Partner Management: Shown ability to effectively collaborate, partner, and advise global senior leaders, business partners and colleagues to bring together contending priorities and ultimately drive business results.
• Cross-Functional Leader: Ability to lead and partner with cross-functional, virtual, and hybrid teams and operate autonomously.
• Results Driver: Track record of successfully leading multiple projects at once and delivering project plans with results. Ability to meet deadlines and work well with excellent project management skills.
• Demonstrates creative thinking, strong decision-making, flexibility, and the ability to lead change.

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
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible work arrangements and schedules with hybrid and virtual options with Amex Flex
• 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.