The Colleague Experience Group (formerly HR) is focused on providing a great colleague experience every day. Our mission is to obsess over understanding the colleague experience at a deeper level to co-create simple and great ways of working that enable everyone to be and deliver their best. Within CEG, the Colleague Services (CS) organization plays a critical role in providing outstanding services, capabilities, data, and insights to enable that great colleague experience. The organization builds and operates products and services to enable CEG and the business.

The Colleague Experience Servicing Strategy refers to the structured approach American Express and Colleague Experience Group is taking to deliver support services to its colleagues, ensuring that interactions are efficient, consistent, and tailored to individual needs. It encompasses the design of tiered support models, integration of technology platforms, and governance of knowledge assets to enable seamless resolution of colleague inquiries.





The Knowledge Management Manager plays a critical role in shaping and executing the knowledge strategy for CEG. This role is responsible for designing, implementing, and maintaining a scalable knowledge ecosystem that supports global servicing operations, enhances colleague experience, and enables AI-powered support capabilities. As part of the Servicing Strategy team, the manager will lead efforts to centralize content, improve accessibility, and drive continuous improvement through insights and automation.

Through data-driven insights and continuous optimization, the manager will play a key role in transforming service delivery and enabling the broader servicing strategy to scale globally with consistency and efficiency.
- 5+ years of experience in knowledge management, content strategy, or service delivery operations.
- Robust understanding of knowledge platforms, taxonomy design, and content lifecycle management.
- Proven ability to lead high performing, cross

📌 HR Knowledge Management Manager (Gurugram)
🏢 American Express
📍 Gurugram