Manager - Operational Excellence and Governance Programs

Global Real Estate and Workplace Experience (GREWE) is a global team at American Express (Amex) responsible for the full lifecycle of planning, execution, and operations of Amex real estate. GREWE supports over 75,000 Amex colleagues and contractors in over eight million square feet of property located in 59 countries. Our real estate portfolio consists of large full-service campuses, office buildings, sales offices, airport lounges and data centers. The global GREWE team is comprised of ~120 Amex full time staff that leverage ~5,000 contractors and is part of the broader Enterprise Shared Services organization, which delivers shared business services to colleagues across the enterprise.

Reporting to the Director, Global Facilities Management Strategy, the role is responsible for driving operational excellence and governance programs.

The role is full-time and assigned as “Hybrid” with the expectation to work from the office at least three days per week.

How will you make an impact in this role?

• Define and monitor key performance indicators (KPIs) to measure FM effectiveness and service delivery across 20+ countries
• Manage global, regional and site facilities operations reviews
• Partner with leadership integrating facilities planning with business continuity, risk mitigation and employee experience strategies.
• Oversee the development and execution of standardized FM processes, policies, and service delivery frameworks across all sites.
• Drive continuous improvement initiatives focused on service quality, expediting repairs and risk mitigation
• Support preventive and predictive maintenance strategies to ensure operational reliability.
• Manage and drive change initiatives across the organization
• Develop and manage the FM budget, forecast operational expenses, and identify cost optimization opportunities.
• Ensure all facilities comply with regulatory, environmental, and health & safety standards.
• Collaborate with internal stakeholders (HR, IT, Finance, Real Estate, Security, Procurement) to ensure facilities strategies align with organizational needs.
• Communicate strategic initiatives and performance updates to senior leadership.
• Manage organizational change associated with new workplace strategies, programs and facility transformation.

Minimum Qualifications:

• 4+ years of defining, managing and monitoring facility performance across multiple locations
• 4+ years developing, managing and executing new facility processes and programs across multiple locations
• 3+ years defining and driving continuous improvement initiatives
• Minimum 5 years’ work experience in facilities operations and corporate real estate management
• Strong interpersonal skills and problem-solving ability
• Excellent verbal/written communication and presentation skills
• Demonstrated ability to develop successful relationships with and influence customers, both internal and external.
• Strong understanding of performance metrics, quality systems, and procurement processes
• Bachelors Degree required

Preferred Qualifications:

• Experience with Lean and Six Sigma methodologies a plus
• Experience in a global matrix management organization desirable
• Proficient in data analysis and supplier performance tracking tools (Vantage, Tableau, Power BI)

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