Executive Support Lead - Manager Tech Ops Eng

Technology Role at American Express

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. 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.

In this role, you will be a key member of a team that provides direct technical servicing and support to the senior most leaders at American Express. This position requires someone with strong interpersonal skills and a high level of expertise across multiple disciplines. Attention to detail and the ability to communicate clearly and concisely are critical components for success in this role. You will work closely and develop relationships with both internal and external partners to reduce impact on our client base, mitigate issues quickly and provide for the best digital experience possible.

Deliver world-class, high touch technical servicing and support to the senior most leaders at American Express. This is a hands-on technical lead role will be based onsite in our Downtown, New York City Headquarters. Participate in and help ensure the delivery of premium services and support to our clients. Lead and contribute to a wide variety of technical projects and initiatives. Work with external and internal stakeholders to identify and prioritize our client's needs and deliver high quality solutions. Work with partners and peers to bridge the gap between design and technical implementation while maintaining the highest standards of delivery. Partner with internal teams to test and validate both hardware and software and ensure seamless adoption with a focus on the user experience. Key contributor in the development, deployment, monitoring, maintenance and upgrade of all supported technical systems and components. Act as a SME and lead problem resolution and root cause analysis of complex technical issues. Adhere to all SLA's and KPI's. Develop and implement strategies to optimize service delivery processes and improve efficiency. Monitor service performance, identify trends, and implement proactive measures to prevent issues. Create, follow, and improve procedure documents. Provide training to enhance digital literacy of our clients and our team members. Research technologies and recommend solutions as needed. Work independently while simultaneously being a collaborative team member striving for team success. Occasional travel as needed in support of specific projects or company initiatives.

Minimum Qualifications:

• Strong customer service, organizational and communication skills
• Critical thinking and strategic thought
• Exceptional problem-solving and analytical skills.
• Self-motivated and willing to learn
• Self-starter with the ability to effectively work with minimal supervision
• Experience in leading and running large scale projects
• Data reconciliation and reporting
• Familiarity with Agile and project management methodologies
• Ability to communicate and to interact effectively with peers & partners
• Ability to work and adapt in a dynamic environment and recognize and action priority issues
• Ability to manage multiple requests effectively and deliver during sensitive or pressure situations
• Experience in developing and delivering training
• An active interest and strong understanding of enterprise and consumer technologies with the ability to provide recommendations and guidance when needed
• Ability to leverage and interpret technical manuals and white papers
• Experience with creating standards and documentation
• Experience in managing and supporting high profile meetings and events
• Strong understanding of hardware/software repair and problem resolution
• Familiarity in utilizing proactive tools and measures to mitigate issues
• Flexibility to work extended hours or afterhours as needed

Technical Qualifications:

• 5 years' experience as part of an Executive Support organization of a fortune 500 company.
• Excellent understanding of IT service management (ITSM) frameworks and best practices.
• Extensive experience in administrating and supporting desktop hardware, operating systems, common business applications, mobile devices, printers and networking.
• Extensive experience with the Microsoft suite of products.
• Direct experience providing high touch, high-profile video meetings using hardware and software such as Cisco Room Kits, Cisco WebEx, Zoom, MS Teams, Crestron, QSys and BiAmp.
• Understanding of implementing and supporting AV technology
• Direct experience leading & supporting Board Meetings & Executive Offsites
• Outstanding troubleshooting skills
• Familiarity of proactive monitoring tools such as Nexthink & Thousand Eyes
• Familiarity with Powershell or similar scripting languages
• CompTIA A & Network
• ITIL Foundations

Preferred Qualifications:

• A/V Certifications are plus
• Power Bi & Power Automate competency are a plus
• Experience in user research and design are a plus

Salary Range: $123,000.00 to $215,250.00 annually bonus benefits

The above represents the expected salary 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.

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

Job: Technology

Primary Location: US-New York-New York

Schedule: Full-time

Req ID: 25020862