Job Description

The Senior Analyst, Partner Experience Operations & Technology will help our Support and Partner Success teams operate more efficiently, adopt new technology, and navigate product and process changes as the business scales.

This role sits at the intersection of business operations, product, and technology, translating business needs into practical workflows, tools, processes, and team enablement. The Senior Analyst will work closely with Support, Partner Success, Product, Technology, and Revenue Operations to ensure that new capabilities are successfully introduced and that existing tools, including Salesforce, are being used effectively.

The ideal candidate is a hands-on problem solver who understands how partner-facing teams work, can identify opportunities to reduce manual effort, and enjoys turning complex changes into simple, scalable solutions. Success requires strong project execution, attention to detail, analytical thinking, and the ability to coordinate cross-functional stakeholders to drive meaningful operational improvements.

Product & Change Enablement

• Coordinate operational readiness for product launches, technology changes, and new business capabilities impacting Support and Partner Success teams.
• Assess the impact of upcoming changes on existing workflows, team responsibilities, processes, and partner interactions.
• Develop and coordinate rollout plans, communications, training materials, SOPs, and playbooks to support successful adoption.
• Work with cross-functional stakeholders to identify operational dependencies, resolve implementation challenges, and ensure changes are successfully integrated into daily operations.
• Gather frontline feedback following launches and partner with Product and Technology teams to identify opportunities for improvement.
• Serve as a key liaison between frontline business teams and technical partners, helping translate operational needs into actionable requirements.
• Track project progress, risks, dependencies, and decisions, escalating issues, and recommending solutions as needed.

Process Improvement & Operational Excellence

• Evaluate existing workflows and identify opportunities to eliminate inefficiencies, reduce manual effort, and improve consistency across teams.
• Lead operational improvement initiatives from problem identification through implementation, adoption, and ongoing optimization.
• Develop reporting and performance measures to evaluate process effectiveness, technology adoption, and operational outcomes.
• 3+ years of experience in business operations, strategy, program management, product operations, customer success operations, or a related field.
• Experience managing projects and improving processes, workflows, or technology adoption.
• Strong analytical, organizational, written and verbal communication, and stakeholder management skills.
• Ability to manage multiple priorities, work independently, and execute in a fast-paced environment.

Preferred Qualifications

• Experience in SaaS, hospitality technology, customer success, partner operations, or a marketplace business.
• Experience with Salesforce, reporting and analytics tools, AI productivity tools, or workflow automation.
• Experience supporting product launches, change management, or operational enablement.

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.