Senior Manager - Customer Growth Value Generation Strategy

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.

How will you make an impact in this role?

The U.S. Consumer Services Team is responsible for our suite of consumer products, services, and experiences in the U.S., including our premium, cobrand, cash back, and lending portfolios, Membership Rewards, Global Travel & Lifestyle Services, the Centurion Lounge network, our Global Dining and Resy businesses, U.S. Consumer Banking, and best-in-class marketing programs across customer, prospect, and partner channels. The USCS team is focused on making membership an indisputable competitive advantage and helping each other become better leaders every day. 

The U.S. Consumer Marketing team (USCM) is part of the US Consumer Services Group and is responsible for making membership essential by creating and delivering world class marketing for our differentiated products and services that drives demand and inspires engaged card members across the customer lifecycle.

This Senior Manager of Customer Growth Value Generation Strategy (Reporting, Planning & Capabilities) will play a pivotal role in shaping the future of the Phone channel at a transformative moment for the team. This is a high-impact role designed for someone who thrives in white space and wants to help define the path forward. The role blends analytical rigor with strategic thinking, project management, and cross-functional leadership. It is ideal for someone who wants to reimagine how we operate, engage, and unlock new growth opportunities in the channel.

The Senior Manager will lead key workstreams:

• Reporting & Forecasting: revamp and own monthly R&O and insights, with a focus on forecasting excellence, and clear reporting.
• Capabilities Planning: lead our tech strategy and implementation for the CVP (Customer Value Portal) platform in partnership with GSG (Global Servicing,) Capabilities, Strategy, NPD and Ops.
• CCP Engagement & Servicing Strategy Partnership: lead the evolution of our CCP engagement approach, partnering with the Servicing Strategy and Transformation team (SS&T,) to strengthen working relationships, establishing clear and collaborative working models with GSG to ensure clear R&R, processes and impactful marketing support for ValGen initiatives.
• Operational Excellence: own SOPs (Standard Operating Procedures,) PRSAs (Process Risk Self-Assessment), and any other governance related processes across the team.

Core Responsibilities include:

• Lead a team of two, driving clarity, and prioritization across strategic initiatives
• Oversee monthly reporting, and forecasting – partnering with treatment owners to deliver clear and clear, actionable insights
• Manage the monthly Risks & Opportunities process and serve as the key liaison to the Investment Optimization team
• Define future-state vision for the CVP platform; lead capability planning and project manage partnership with Tech, Capabilities, and Ops
• Shape and operationalize our CCP engagement model in close collaboration with GSG and Enablement, ensuring alignment and focused support for ValGen priorities
• Partner with SS&T to define and optimize working relationship across teams – clarifying roles and responsibilities and strengthening collaboration models.
• Own operational excellence initiatives, including SOPs, PRSAs, and governance routines tied to Project Guardian
• Oversee agency management including creative briefs and budget oversight
• Serve as PMO and provide oversight into offer strategy calendar
• Collaborate with other customer marketing channel owners to optimize customer experience and share best practices

Minimum Qualifications:

• Proven experience in marketing strategy, analytics, tech planning, or related functions
• Exceptional analytical and storytelling skills; able to derive insights from complex data and influence action
• Strong project management and organizational skills; thrives in fast-paced, evolving environments
• Success building new processes and infrastructure from the ground up
• A collaborative, proactive mindset and passion for building what’s next

Salary Range: $80,000.00 to $155,000.00 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.