Analyst-Operations(Non Exempt)

About the position 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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service. 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. The Global Servicing (GS) Automation team sits within the Servicing Capabilities and Innovation (SC&I) team within Global Servicing’s Global Support Enablement and Controls (GSEC) organization. The GS Automation Team collaborates to design, build, and implement process automation for global servicing processes while leading the day to day of our production digital workforce. Our aim is to build an intelligent automation ecosystem that transforms and elevates how we service our customers and colleagues through both traditional and advanced automation tools and capabilities such as API integration, Robotic Process Automation, Human-in-the-loop, Process Intelligence, Generative AI, and Agentic AI. The Automation Operations Enablement team is driving a step change in how we work with harnessing digital, intelligent, and agentic automation to deliver better experiences for our colleagues, customers, and partners. Our Digital Operations team serves as the heartbeat of automation production: ensuring automations run smoothly, resolving issues in real time, and shaping the roadmap for tools that make operator workflows easier and more transparent. Digital Operations connects Technology and Business teams to drive automation reliability, transparency, and innovation. We don’t just monitor automations, we help build the ecosystem that makes them smarter, safer, and more impactful. You will serve as a key partner across Business, Delivery, and Technology teams to ensure automation: Meet business intent and customer experience expectations before release Launch with strong production readiness controls Perform reliably in production with minimal disruption Continuously improve based on operational insights

Responsibilities

• Support test planning and execution for new and enhanced automations.
• Automation Testing & Business Validation Perform end-to-end and negative path testing to validate business outcomes.
• Confirm production readiness criteria and release controls are met.
• Document test results and coordinate defect resolution with partners.
• Support delivery-to-production handoffs and post-release validation.
• Production Monitoring & Operational Oversight:
• Monitor live automations across the ACE Production environment.
• Triage incidents, assess business/customer impact, and call out as needed.
• Partner with Technology and Business teams to communicate issue status.
• Produce daily performance reporting and SLA insights.
• Identify trends and recommend improvements to reduce customer disruption.
• Continuous Improvement:
• Use production and testing insights to strengthen reliability and controls.
• Recommend workflow or process improvements to enhance customer outcomes.
• Build understanding of intelligent and agentic automation capabilities from a business impact lens.

Requirements

• Strong analytical and problem-solving skills with attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills across technical and non-technical audiences.
• Customer-first mentality with sound operational judgment.
• Demonstrated adaptability and ability to remain calm under pressure.
• Curiosity about automation technologies and digital operations.

Nice-to-haves

• Foundational understanding of RPA, BPMN, workflow systems, APIs, or AI-enabled automation.
• Exposure to testing, quality assurance, or operational risk processes.
• Familiarity with incident management or production support environments.

Benefits

• 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

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