Analyst-Operations(Non Exempt)

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

  
  
  Key Responsibilities but not limited to:
  

• 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.

Minimum Qualifications:

• 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.

Preferred Qualifications:

• 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.

Salary Range: $20.00 to $35.82 hourly + bonus + benefits

The above represents the expected hourly pay range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

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 
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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