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Senior Manager - Marketing Business Operations Voice of Customer & Marketing Risk Management
American Express Global Commercial Services (GCS) is the leading payments provider for businesses and corporations of all sizes, with small business being the largest customer segment.
The Global Commercial Services Marketing team (GCSM) is responsible for making business 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. GCSM markets a breadth of products across charge, lending, co-brand, and corporate cards. It also markets small business banking and B2B solutions.
The Senior Manager, Marketing Business Operations Voice of Customer & Marketing Risk Management will lead the end-to-end analysis of customer complaints and Voice of Customer data, translating key themes and risk indicators into actionable insights that inform marketing strategies, improve customer experience, and reduce friction points. In parallel, they will oversee risk performance reporting, maintain the integrity of scorecards and proactively identifying opportunities to strengthen outcomes. The role also drives audit readiness, enables effective risk management through playbook development, and oversees the Global Financial Crimes workstream under Project Guardian. Overall, this role blends analytics, strategy, and governance to enable a more insight driven and risk aware marketing organization.
Success in this role requires strong cross-functional partnership as well as the ability to operate effectively in white space by defining structure, building new processes, and driving clarity in an evolving environment. The ideal candidate brings strategic thought leadership, strong analytical expertise and the ability to translate complex data into clear, actionable insights that drive both business outcomes and risk reduction.
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.
Ability to operate effectively in ambiguous or evolving environments building processes from the ground up
Building playbooks, routines, and integrated insight frameworks into existing marketing routines and driving adoption
Broad cross-functional knowledge spanning Marketing, Customer Experience, Risk, and KYC
Advanced communication and influencing skills to embed insights into business decision-making
Demonstrated ability to identify trends, conduct root cause analysis, and drive process improvements
Strong communication and storytelling skills, with the ability to present insights and recommendations to senior stakeholders
Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.
- Voice of Customer (VoC) & Complaint Insights Leadership
Lead end-to-end customer complaints analytics and reporting, deliver insights on complaint drivers, experience trends, and key risk indicators to improve visibility and transparency
Partner with Marketing to embed VoC insights into planning, campaigns, and performance routines, translating themes into actions that enhance customer experience and reduce friction
- Risk Management, Reporting & Governance
Safeguard the GCSM Risk Performance Rating Scorecard, ensuring data accuracy, clear definitions, timely updates, and proactive actions to protect and improve metric performance
Stand-up manage Risk forum that will include the RPRP scorecard review, top/emerging risks, and top priorities
- Marketing Risk Management & Playbook Development
Develop standardized playbooks, frameworks, and routines to strengthen risk awareness, accountability, and operational consistency within Marketing
Drive adoption of governance tools and processes, including Central ID and Risk Declaration Templates, supported by clear communication channels
- Project Guardian Support
- Lead from a business operations perspective to guide Marketing on KYC requirements, ensuring clarity on expectations, processes, and compliance integration
- Voice of Customer (VoC) & Complaint Insights Leadership
Lead end-to-end customer complaints analytics and reporting, deliver insights on complaint drivers, experience trends, and key risk indicators to improve visibility and transparency
Partner with Marketing to embed VoC insights into planning, campaigns, and performance routines, translating themes into actions that enhance customer experience and reduce friction
- Risk Management, Reporting & Governance
Safeguard the GCSM Risk Performance Rating Scorecard, ensuring data accuracy, clear definitions, timely updates, and proactive actions to protect and improve metric performance
Stand-up manage Risk forum that will include the RPRP scorecard review, top/emerging risks, and top priorities
- Marketing Risk Management & Playbook Development
Develop standardized playbooks, frameworks, and routines to strengthen risk awareness, accountability, and operational consistency within Marketing
Drive adoption of governance tools and processes, including Central ID and Risk Declaration Templates, supported by clear communication channels
- Project Guardian Support
- Lead from a business operations perspective to guide Marketing on KYC requirements, ensuring clarity on expectations, processes, and compliance integration
Skills:
Analysis Skills, Business Banking, Business Operations, Business-to-Business (B2B), Campaigns, Communication Skills, Cross-Functional, Customer Experience, Customer Support/Service, Customer/Client Research, Data Quality, Financial Management, Global Financial Markets, Improvement Metrics, International Marketing, Know Your Customer (KYC), Leadership, Loans, Market Segmentation, Marketing, Marketing Strategy, Operations Management, Performance Analysis, Performance Management, Presentation/Verbal Skills, Process Improvement, Product Marketing, Risk, Risk Analysis, Risk Management, Root Cause Analysis, Scorecarding, Small Business, Standards Development, Storytelling, Thought Leadership, Time Management, Trend Analysis
American Express Co
