Description

At American Express, we empower our colleagues to deliver meaningful impact through collaboration, innovation, and a commitment to excellence. As part of the Technology Vendor Management (TVM) organization, the Director of TVM Operations will play a critical leadership role in driving operational excellence, standardization, and AI-enabled transformation across our global TVM organization.

The Director of TVM Operations will provide strategic leadership with a strong focus on our regional support teams by driving operational consistency, process excellence, and continuous improvement across the wide-ranging Technology Vendor Management functions. This role will partner closely with TVM leaders to identify cross-functional synergies, optimize resource utilization, and accelerate the adoption of AI and automation to improve service delivery and business outcomes.

Responsibilities

Key responsibilities include

- Develop and lead the global operating model for TVM teams, driving consistency, governance, capacity planning, and operational performance.
- Partner with functional leaders across Business Process Services, Financial Management, Reporting & Controls, Software, Infrastructure, IT Labor & Cloud to identify opportunities to simplify processes, eliminate duplication, and improve productivity.
- Define and execute the TVM AI and automation strategy by identifying high-value use cases, implementing AI-enabled workflows, and embedding automation into core vendor management processes.
- Establish operational governance, performance metrics, and executive reporting to provide transparency into productivity, service quality, risk, and business outcomes.
- Lead strategic programs and cross-functional initiatives supporting the TVM roadmap, including process transformation, location strategy, operational readiness, and enterprise tooling implementations.
- Develop Outcome Key Results to drive strategic performance and track to completion.
- Build a culture of continuous improvement by standardizing processes, documenting best practices,



and implementing scalable operational controls.
- Develop a high-performing global team, fostering collaboration, innovation, and career development while strengthening organizational capability.
- Partner with Enterprise Technology, Finance, Risk, Global Supply Management, and other key stakeholders to ensure operational priorities align with enterprise objectives and American Express Leadership Behaviors.

Qualifications

Minimum Qualifications

- 10+ years of experience in Technology Operations, Business Operations, Program Management Office (PMO), Shared Services, Technology Business Management (TBM), Vendor Management, or a related function.
- Bachelor's degree in Business Administration, Information Technology, Computer Science, Engineering, Finance, Operations Management, or a related discipline.
- Proven experience leading large-scale operational transformation, process optimization, and enterprise-wide initiatives within a complex technology organization.
- Demonstrated success influencing senior leaders and driving cross-functional alignment without direct authority.
- Experience establishing operational governance, OKRs, executive reporting, workforce planning, and performance management.
- Strong analytical, problem-solving, and decision-making skills with the ability to translate data into actionable business insights.
- Excellent written and verbal communication skills with experience presenting to executive leadership.

Preferred Qualifications

- MBA or Master's degree in Business Administration, Technology Management, Information Systems, Data Analytics, or a related field preferred.
- Experience within Enterprise Technology, Technology Vendor Management, Procurement, Strategic Sourcing, Technology Business Management (TBM), or Global Operations.
- Experience leading AI-enabled transformation, automation, and digital productivity initiatives.
- Knowledge of Lean, Six Sigma, Agile, or other continuous improvement methodologies.
- Demonstrated success building global operating models, driving organizational change, and developing high-performing teams across multiple locations.

📌 Director, Vendor Management (Sydney)
🏢 American Express
📍 Sydney