Director of Knowledge Management

#4th in Great Place to Work's Best Company To Work For 2025
#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
Top GBS Employers for the Philippines (2025) by the Everest Group

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.

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 large, global 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 global people leader, proactive, strong verbal and written communicator, and can drive efficiency and productivity across teams.

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 large global team (80+ colleagues) 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, efficient 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 and effective 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.

Minimum Qualifications:

Experienced Global People Leader: Demonstrated ability to lead, coach, and partner with large cross-functional, virtual, and hybrid teams and operate autonomously. 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. 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 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. Confidence with simplifying complex procedures/information in an easy-to-understand format for our colleagues. Experience with content management systems is preferred

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 working model with hybrid, onsite or virtual arrangements depending on role and business need 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 counseling support through our Healthy Minds program Career development and training opportunities

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

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