Job Description

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.