Job Details

Description

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.

Job Description:

The Senior Manager role sits within the US Web Solutions (USWS) team under the Enterprise Comms & MarTech Experiences (ECMX) organization at American Express. ECMX supports business units across the enterprise and is part of the Membership Portfolio Services (MPS) group.

The USWS team manages AmericanExpress.com for acquisition and loyalty marketing content, as well as digital marketing asset updates across proprietary and partner web pages. The team partners closely with web development groups to optimize the American Express website and deliver customer experiences that support profitable Card acquisition for both Consumer and Commercial products.

The Senior Manager will play a key leadership role in driving effectiveness, efficiency, and innovation within the USWS content update delivery process. This includes overseeing the end-to-end execution ecosystem, strengthening operational rigor, and elevating customer experience outcomes across all USWS-supported updates. The successful candidate will partner closely with Marketing, Technology, and cross-functional teams to ensure seamless delivery of multi-channel digital content updates - translating business needs into executable requirements, anticipating delivery risks, and enabling continuous process improvements.

In addition, the Senior Manager will contribute to and support broader transformation initiatives, helping to advance new capabilities, streamline processes, and enhance the overall USWS operating model. This role provides thought leadership by identifying and championing opportunities that improve speed, quality, and collaboration across the USWS workflow.

Responsibilities include:

• Manage the end-to-end USWS content delivery process, including intake, prioritization, scheduling, on-time execution, launch planning, audit support, and team training.

• Lead and develop a team of on-shore and off-shore contract professionals, fostering a high-performing, customer-focused operating environment.

• Own escalation management and ensure timely resolution of production issues, partnering with key stakeholders to mitigate risks and maintain delivery quality.

• Provide strategic technical and process guidance to Marketing and cross-functional partners, effectively supporting planning and decision-making.

• Serve as a primary liaison between Marketing and Technology teams—translating business needs into clear technical requirements and communicating platform capabilities to ensure alignment.

• Lead and contribute to initiatives that advance optimization, innovation, and transformation across USWS processes and platforms, working independently and within cross-functional workstreams.

• Develop deep subject-matter expertise in web content update operations and support partners in identifying the most effective solutions to meet digital content needs.

• Partner closely with MarTech Product teams and other stakeholders to identify and implement enhancements across the marketing lifecycle, with a focus on improving speed-to-market, agility, and quality.

• Build and maintain strong knowledge of Marketing Operations and MarTech capabilities, staying current on tools, processes, and best practices to support evolving business needs.

Qualifications:

• 10 years of experience in digital operations, marketing operations, content delivery, or marketing campaign execution - preferably within the financial services/credit card industry - with exposure to MarTech platforms and capabilities. Few years of software development experience will be a plus.

• Strong operations, process, and project management expertise, with demonstrated success driving end-to-end execution in fast-paced environments.

• Proven ability to work effectively with MarTech, Product, and Technology teams, translating business needs into clear operational and technical requirements.

• Exceptional verbal and written communication skills, with the ability to simplify and convey technical or platform-specific concepts to non-technical partners.

• Proficiency in developing process documentation, SOPs, process maps (e.g., Visio), training materials, and presentations.

• Demonstrated people leadership experience, with a passion for coaching, developing talent, and leading hybrid (onshore/offshore) teams.

• Strong stakeholder and relationship management skills, with the ability to consult, influence, and drive alignment across multiple partner groups.

• Strategic and analytical thinker with strong problem-solving skills and the ability to identify and implement process improvements.

• Ability to create and deliver clear, compelling presentations tailored to diverse audiences, including senior stakeholders.

Qualifications

Salary Range: $103,750.00 to $174,750.00 annually bonus benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We 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

• 6% Company Match on retirement savings plan

• Free financial coaching and financial well-being support

• Comprehensive medical, dental, vision, life insurance, and disability benefits

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

• 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy

• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site .

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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

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.

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

Job: Marketing

Primary Location: US-Arizona-Phoenix

Schedule Full-time

Req ID: 25022800