Engineering Director - Servicing Data Transformation & Insights

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.

As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customers’ digital lives. Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems. Amex 
offers a range of opportunities to work with the latest technologies and encourages you to back the broader engineering community through open source. And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development. Find your place in technology on #TeamAmex.

How will you make an impact in this role?

In this position, you will be responsible for the engineering excellence and execution effectiveness, leading a team of self-starters to develop and implement innovative technology solutions in support of the American Express Global Services Group. As an Engineering Director, you will be responsible for our Servicing Data Transformation and Insights portfolio, and will provide thought leadership, engineering expertise and direction to the engineering teams; be versatile and be able to collaborate with business stakeholders, product teams and cross functional technology groups to drive continuous delivery. There's no way around it, it takes a highly skilled and dedicated Leader to drive change and deliver outcomes.

Here’s some of what you’d be responsible for:

• Lead the Data Transformation and engineering teams to build next-gen Servicing Data capabilities carefully considering operational excellence, scalability, performance, and resilience.
• Envision, Develop, Maintain, and support new solutions for using Servicing Engagement center Insights / analytics to deliver customer and operational insights in both real-time and batch fashion.
• Demonstrated delivery of Intelligence, data analytics, data management, data quality & governance. Prior experience in contact center data will be a plus.
• Building and managing batch data federation pipelines to ingest 200+ data feeds from multiple SOR’s into enterprise data warehouse / lake with data quality and integrity.
• Responsible for data flow, transformation, and aggregation for operational and reporting applications.
• Proactively working towards data resiliency goals to ensure data is always reliable, complete, and delivered on time.
• Build scalable, resilient, performant, extensible data eco systems to improve servicing efficiency and customer experience.
• Demonstrated delivery of data analytics, data management, data quality & governance.
• Drive continuous improvement and innovation, leading changes that drive efficiencies into existing engineering and delivery processes.
• Lead multiple Agile engineering scrum teams in a diverse technology landscape across applications in different stages of SDLC.
• Work with technical teams, business partners, staff engineers and staff architects to design, develop and maintain advanced Voice capabilities to be integrated in an omnichannel ecosystem.
• Promote a culture of innovation, Coach, guide creation of high quality, clearly documented, and compliant deliverables across engineering teams.
• Create an engaging and inclusive team culture where teams feel empowered to deliver at their best.

Qualifications

• Computer Science/Computer Engineering/Information Systems degree, or equivalent work experience.
• Minimum 10+ years technical proficiency in various Data technologies & solutions.
• Thought leadership, combining technical skills with business strategy.
• Experience in delivering data intensive solutions, integrated real time reporting full stack solutions, implementing, owning, and improving data pipelines using best practices.
• Understanding and experience in Realtime and Batch data processing technologies & ecosystem.
• Ability to lead financial plans through strong analytical skills, problem identification and resolution, and delivery of business value.
• Strong focus on customers and clients with a history of exceeding customers’ expectations.
• Strong communication and relationship building skills, with proven track record influencing and driving. delivery across multiple partners. Comfortable managing constructive debate, and willingness to challenge the status quo.
• Working knowledge on any of the Public Cloud (GCP/AWS) will be a plus.
• Prior knowledge of Machine learning and NLP techniques will be a plus.

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 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

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.  

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