Job Description

American Express Global Commercial Services (GCS) continues to invest in the tools, technology, and capabilities that enable sales colleagues to deliver exceptional customer experiences and drive business growth. As the sales tools ecosystem expands across CRM, Guided Selling, Content Management, AI, and future workflow platforms, maintaining a high-quality colleague experience requires an integrated approach to support, adoption, and continuous improvement.

The Director, Sales Tools Experience & Insights will lead a globally distributed organization responsible for the day-to-day sales tools experience while serving as the voice of the colleague across the sales technology ecosystem. This leader will oversee operational support, service transformation, adoption monitoring, feedback channels, and insight generation across the sales journey.

This organization is responsible for both operating and evolving the sales tools ecosystem. While the team performs critical operational activities - including platform administration, governance, business-owned configuration, and support - its long-term success will be measured by its ability to simplify, standardize, and automate those activities over time. The expectation is not simply to manage operational demand, but to systematically reduce it through better product design, automation, self-service, and continuous improvement.

The role will partner closely with Product Development, Strategy, Technology, Sales Leadership, and vendor partners to identify friction points, accelerate issue resolution, and convert colleague feedback into measurable improvements in the sales experience.

Lead the Sales Tools Experience Organization

• Lead a globally distributed Sales Tools Experience organization responsible for colleague support, operational excellence, continuous improvement, and service transformation across the sales tools ecosystem

• Build a high-performing team that embraces customer centricity, operational excellence, experimentation, and continuous improvement

Own the Sales Colleague Experience

• Serve as the business owner for the day-to-day sales tools experience, ensuring platforms remain accurate, compliant, and optimized while maintaining a deep understanding of colleague needs, adoption, and workflow friction
• Partner closely with Sales, Product Development, Strategy, Technology, and vendor partners to continuously improve the end-to-end sales experience
• Serve as the business owner for the day-to-day sales tools experience, ensuring platforms remain accurate, compliant, and optimized while maintaining a deep understanding of colleague needs, adoption, and workflow friction
• Partner closely with Sales, Product Development, Strategy, Technology, and vendor partners to continuously improve the end-to-end sales experience

Drive Operational Excellence & Continuous Improvement

• Oversee business-owned platform administration, including operational support, platform configuration, governance activities, controls, PRSAs, documentation, and audit readiness
• Establish a service model focused on reducing operational demand through automation, self-service, workflow simplification, and product enhancements, treating recurring issues as opportunities for permanent improvement
• Ensure operational processes are standardized, scalable, and continuously improved as new capabilities and AI-driven workflows are introduced

Generate Actionable Insights

• Develop and maintain a measurement framework spanning support demand, colleague satisfaction, platform adoption, workflow efficiency, and operational performance
• Translate colleague feedback, operational trends, and usage analytics into actionable insights that influence roadmap prioritization and investment decisions

Lead Organizational Readiness

• Ensure operational readiness for new platform launches, enhancements, and technology transformations while fostering a culture of agility, experimentation, and rapid adaptation across the organization

• Experienced people leader with demonstrated success leading large, distributed teams
• Strong operational leadership experience within sales enablement, sales operations, customer experience, technology operations, or related functions
• Demonstrated success transforming support organizations through automation, self-service, and process improvement
• Strong analytical and problem-solving skills with experience leveraging operational data to drive decisions
• Experience building feedback loops that influence product, technology, or business strategy
• Excellent stakeholder management and influencing skills across business and technology organizations
• Ability to operate effectively in highly matrixed environments with competing priorities
• Strong communication skills with ability to engage audiences ranging from frontline colleagues to executive leadership
• Bachelor's degree

Preferred Qualifications:

• Experience supporting technology-enabled business transformation initiatives
• Experience leading global teams and offshore delivery models
• Familiarity with CRM, sales enablement, sales technology, AI, or workflow platforms

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