Director, Channel Enablement at American Express

| Phoenix – Mesa – Scottsdale, AZ
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You Lead the Way. We've Got Your Back.

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible - and we're proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

Small merchants play a critical role in the strength of our economy and American Express has a history of being an advocate for them. By providing visibility, marketing and developing signature programs such as, our year-round Shop Small program and Small Business Saturday, American Express has helped get more customers to their shops.

The Centralized Client Management (CCLM) team falls within Global Merchant and Network Services (GMNS) the Merchant Network at American Express which acquires and maintains relationships with millions of merchants around the world that welcome the Card. The team is responsible for building unique experiences for Small Merchants through effective client management over the phone and treating merchants acquired through our third-party acquisition partnerships (i.e. - Stripe, Square, Fiserv, Chase, and many more). The team is dedicated to helping Small Merchants succeed and grow by providing them with a range of tools and resources - lending products, online resources, and digital promotions - as well as advocacy and support.

The Director of Channel Enablement is a multifunctional role. The role is responsible for leading a team that manages:
  1. Merchant Visits and Calls program which treats newly acquired and tenured merchants from our third-party acquiring channel.
  2. Training and Call Quality Coaching programs supporting the Centralized Client Management Team.

The role manages a team of 7 American Express colleagues and 2-3 vendor relationships with ~200 headcount in oversight.

The role requires the ability to demonstrate strategic thought leadership to develop winning strategies against growth goals for CCLM. This includes building winning strategies to support activating newly acquired merchants, driving Welcome Acceptance through our visit and calling initiatives, forecasting budget and performance results and the ability to pivot quickly to meet business demands as they come. The Channel Enablement Team is also responsible for the strategy and execution of all training and coaching initiatives for CCLM. These are aimed at enabling the skills required to manage virtual teams to effectively retain and grow merchant revenue, deepen merchant relationships, and drive exceptional merchant experiences that impact our net promoter scores.

The Channel Enablement Team's responsibilities include:
  • Managing multiple vendor partner relationships, from contract negotiation through on-going performance management
  • Setting strategy for and executing against the Merchant Visits program (over ~600k+ visits per year) and high touch outbound calling programs (~400K+ merchants called annually)
  • Developing a sales training and call quality programs for telephone-based account development.
  • Managing the inbound servicing programs for Shop Small, Small Business Saturday and other critical Small Merchant initiatives
  • Data driven decisioning
  • Negotiation skills
  • Developing test-and-learn programs as well as utilize program analytics to better inform OptBlue activation and marketing strategies
  • Execute on training and coaching activities for all CCLM channels as well as create the long-term program strategies

Qualifications
  • Proven history of leading and effectively influencing senior leaders, stakeholders, and peers with strong people leadership experience
  • Experience managing external partners and/or high value customer relationships
  • Excellent communicator, both verbal and written
  • Strong analytical/marketing acumen and ability to use data to shape strategy
  • Demonstrated ability to think outside of the box, take risks and lead through change
  • P&L Management experience
  • Experience leading a virtual team is a plus
  • Bachelor's degree required
  • MBA preferred
  • Candidates residing in or willing to relocate to the Phoenix, AZ area operating under a hybrid work arrangement is highly preferred but we are open to considering candidates located anywhere in the continental US operating under a fully virtual work arrangement.

If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e., 2 doses for Moderna/Pfizer and 1 dose for J&J) and, for medically eligible* colleagues, a booster shot, in order to work in or visit any of our offices. This requirement is subject to legally required accommodations."

*Booster eligibility: The CDC has established guidelines for when adults are eligible to receive booster shots depending on when they completed their initial vaccine series (currently five months after the Pfizer-BioNTech and Moderna vaccines, and two months after the J&J Vaccine). If you have completed your primary vaccine series but have not yet reached your booster eligibility date, you will be able to come into the office; however, you will need to complete your booster within 30 days of becoming eligible to continue coming in and participating in company-sponsored in-person events.

In addition, we are required to comply with all client COVID-19 protocols that may be present in advance of meeting and/or entertaining with clients as a requirement of client-facing roles.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.
More Information on American Express
American Express operates in the Fintech industry. The company is located in New York, NY and New York, NY. American Express was founded in 2022. It has 73317 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 263 open jobs at American Express, click here.
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