This role sits at the center of business growth, acting as a strategic leader and problem solver who thrives in ambiguity. The Sr. Manager will lead a high-performing team while driving innovation, continuous improvement, and measurable business outcomes. This individual brings strong curiosity, and demonstrates a growth and achiever mindset by taking ownership of complex problems and delivering scalable solutions that enhance Client Management effectiveness.
This position will report to the Director, Strategic Operations & Business Analytics team (SOBA). It will focus on three key objectives: expanding Client Manager capacity & effectiveness by delivering business critical operational support, executing on risk and compliance related activities in support of the Client Management organization (Risk, Data Security Initiatives), and enhancing colleague engagement and executing with a commitment to quality, oversight, and operational risk.
Shift Timings - 4:30 PM to 1:30 AM
- Lead and develop a high-performing team, fostering a culture of curiosity, continuous learning, and accountability for results
- Proactively identify inefficiencies and challenge existing processes, driving improvements that increase Client Manager capacity and effectiveness
- Translate ambiguous business problems into structured, data-driven solutions with measurable impact
- Own and drive outcomes across key priorities, ensuring clear accountability and follow-through on results
- Strategize and lead initiatives that accelerate revenue growth by reimagining processes (e.g., lead verification, sales cycle, SLAs)
- Promote a test-and-learn mindset, piloting new approaches and scaling successful solutions
- Identify and implement opportunities to leverage AI and automation to enhance productivity and decision-making
- Act as a thought partner to senior stakeholders, influencing decisions through insightful analysis and strong business judgment
- Drive a culture of resilience and adaptability, navigating white space and shifting priorities while maintaining execution excellence
- Proven leader with experience delivering results in a high-visibility, dynamic, fast-paced environments
- Innovative with strong change management skills and a growth mindset, willing to contribute directly to team efforts
- Decisive self-starter with a high degree of accountability, strong business judgment and independent decision-making abilities
- Team player, prepared to take on PMO responsibilities for different work streams, in addition to team leadership
- Creative problem solver with keen attention to detail and critical thinking skills to navigate ambiguous situations
- Excellent verbal, written, presentation, and people skills to lead, influence, deliver change management and drive consensus with a wide set of stakeholders and business partners
- Outstanding project management and relationship management skills to collaborate closely with partners at various levels of seniority, including Sr. Leadership
- Proficient in Salesforce (MerchantForce), Excel, PowerPoint
- Experience collaborating with Merchant-facing teams, Strategy & Capabilities, GCO, Control Management, etc.
- Curious, resilient, adaptive learner with a sense of ownership and accountability
Preferred Qualifications
- Knowledge of client management organization
Previous people leadership a plus
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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our 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.
About the TeamWe back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- 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
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Skills Required
- Proven leader with experience in dynamic environments
- Innovative with strong change management skills and a growth mindset
- Excellent verbal, written, and presentation skills
- Outstanding project management and relationship management skills
- Proficiency in Salesforce, Excel, PowerPoint
American Express Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about American Express and has not been reviewed or approved by American Express.
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Healthcare Strength — Pay is often viewed as attractive when combined with comprehensive health, dental, and vision coverage that supports day-to-day needs. The benefits package is also framed as especially helpful for those supporting dependents.
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Retirement Support — Retirement benefits are positioned as a meaningful part of total rewards through a 401(k) plan with company matching. Financial wellness services and coaching are also highlighted as strengthening longer-term financial security.
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Leave & Time Off Breadth — Paid time off is repeatedly characterized as generous and a valued component of the overall package. Time off and flexibility are presented as helping the total rewards feel more complete beyond base salary.
American Express Insights
What We Do
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 striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.
