Senior Manager - Contact Strategy

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With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day–from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.

How will you make an impact in this role?

As part of the Global Service Group (GSG), the Contact Strategy & Performance (CS&P) team vision is to “elevate the rigor and stability of the contact management system, enhancing the effectiveness of Risk Operations”. We strive to enhance collaboration and coordination between all partner teams by playing a central unifying role. Through dedicated partnership and innovative practices, we aim to set new standards in customer engagement and risk mitigation.

This Sr. Manager, Contact Strategy role in Contact Strategy & Performance (CS&P) will be a member of the Strategy team, reporting to the Director of Contact Strategy.

This role will focus specifically on contact strategies across Consumer Credit, Commercial Credit, Global New Accounts and Fraud. The role will entail designing, evolving, and maintaining strategies to engage customers in the most effective and efficient manner. The Global Services Group (GSG) gets in touch with our customers via multiple channels, including outbound calling, letters, emails, SMS, online portal, and mobile app. These contacts and the associated customer outcomes generate rich streams of data ripe for thoughtful analysis. This position provides an exciting high-profile opportunity to glean key insights from this data, formulate those insights into concrete and actionable strategies, and drive results for American Express.

Specifically, this person will be responsible for:
• Designing operational test and control experiments to improve engagement outcomes, evaluate the results and share insights, prepare the next phase of testing
• Conducting thorough operational and portfolio data analysis to produce insights that improve effectiveness of contact strategy across multiple channels
• Focus on driving key metrics such as total dollars collected (TDC) and payment rates
• Partnering with all impacted groups across the organization to ensure strategy/procedural alignment

Minimum Qualifications: • Direct strategic experience working on contact initiatives, including outbound dialing, SMS, Email, etc. • 5+ years experience utilizing quantitative analytical skills and/or conceptual thinking skills to drive business decisions • The ability to identify patterns and propose unconventional solutions to long-standing business problems, as well as, the ability to act as a catalyst for change • Strong thought leadership including ability to quickly understand critical linkages and business strategies • Strong communication skills • Proficiency with Excel and PowerPoint • Ability to articulate key points, strategic framework and bring the ‘story’ to life • Adjust quickly to shifting priorities, multiple demands, ambiguity, and rapid change • Strong ability to navigate effectively in matrix organization and ability to interact effectively with senior leaders, and business partners proactively

Preferred Qualifications: • Bachelor’s degree preferred • Experience extracting and manipulating large datasets using SQL, Excel, or Tableau

Salary Range: $90,000.00 to $165,000.00 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 our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
• 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.

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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