Description

Director of Knowledge Management

You Lead the Way. We’ve Got Your Back.

#10th in Fortune Magazine’s 2025 World’s Most Admired Companies

#1st in the J.D. Power 2024 U.S. Credit Card Satisfaction Study of National Credit Card Issuers

#1st for Digital Experiences in J.D. Power U.S. Study 2024

#1st in Fortune’s Best Workplaces in Financial Services and Insurance 2024

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

How will you make an impact in this role?

The Global Learning & Knowledge Management (GLKM) team provides a full range of dynamic, evolving learning and performance solutions that enrich our colleagues’ skills and knowledge, powering engagement and driving business results. We are a distributed team responsible for developing complete learning strategies, designing innovative learning solutions, and delivering experiential learning experiences. We make transformation possible by— attracting our future leaders, designing and delivering best-in-class learning, engaging and retaining top talent.

The GLKM Knowledge Management team is dedicated to ensuring our servicing colleagues have the most up-to-date and relevant process, product, and benefit information at their fingertips by focusing on strong governance and overall management of content.

The Director of Knowledge Management is responsible for keeping Global Servicing colleagues informed and prepared to service customers efficiently through relevant, accurate, and high-quality information. This role will lead a team of Writing Managers, Senior Writers and Writers to ensure seamless and efficient documentation of Colleague Help Center (CHC) requests, ensuring adherence to content and governance guidelines throughout.

This position is ideal for someone who is an excellent and experienced people leader, proactive, meticulous, experienced in stakeholder management, strong verbal and written communicator, and can drive efficiency and productivity across.

This position will report directly into the Vice President of Knowledge Management & Learning Enablement (KMLE) and partner with the KMLE leadership team to ensure on-time deliverables of our strategic priorities.

Responsibilities

• Lead a global team of Writing Managers, Senior Writers and Writers responsible for maintaining consistent quality standards and adherence to the CHC content strategy

• Lead the continued uplift of content in CHC, with a critical focus on the dedicated rewrite of thousands of articles in CHC

• Partner with the other Directors of Knowledge Management to evolve our processes and capabilities to drive more efficient content creation

• Collaborate across the GLKM team to ensure knowledge management content is written effectively and aligned with learning content and business needs

• Ensure article request SLAs are met in a timely manner through oversight of writer capacity.

Qualifications

Qualifications

• Strong history of experience in the knowledge management, learning or operations field.

• Experienced Leader: Demonstrated ability to lead, coach and partner with cross-functional, virtual, and hybrid teams and operate autonomously.

• Experience working with content management systems

• Confidence with simplifying complex procedures/information in an easy-to-understand format for our colleagues.

• Excellent Strategic Thinker: Proven ability to link project strategies to business objectives and drive desired business outcomes by setting a vision, goals, and objectives that motivate and inspire the organization to deliver

• Exceptional Stakeholder Management: Proven ability to effectively collaborate, partner, and consult with global senior leaders, business partners and colleagues to bring together competing priorities and ultimately drive business results.

• Results Driver: Track record of successfully managing multiple projects at once and delivering project plans with measured results. Demonstrated ability to meet deadlines and work well under pressure with excellent project management skills.

• Demonstrates creative and solutions-oriented thinking, strong decision-making, flexibility, and the ability to manage and drive change.

Additional Details:

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig

• Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)

• Work From Home Requirements:

• Must have at least 25 mbps internet connection plan / speed

• Must have a private & quiet area to work at home

• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries

• Bonus incentives

• Support for financial-well-being and retirement

• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)

• Flexible work arrangements and schedules with hybrid and virtual options with Amex Flex

• Generous paid parental leave policies (depending on your location)

• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)

• Free and confidential counselling support through our Healthy Minds program

• Career development and training opportunities

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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

To know more about our recruitment process, you may watch this short video – What to Expect: Recruitment at American Express

Job: Project

Primary Location: Philippines-PHL-Taguig City

Schedule Full-time

Req ID: 25003591