Senior Manager - Inbound Phone & Chat
Employer name not established · New York, New York, United States · hybrid
Global Commercial Services (GCS) serves millions of business customers around the world, from small businesses to large enterprises. We back businesses so they can do more by offering a diverse range of payment, lending, cash flow, and digital solutions that help Card Members manage their financial and payment needs.
Within Small Business Marketing, the Prospect Direct Channels team is responsible for driving high-quality growth across our proprietary marketing channels. The Direct Channels team consists of Direct Mail, Inbound Phone, and Chat channels, representing nearly 20% of all Prospect Revenue Acquired through data-driven strategy, rigorous experimentation, and best-in-class marketing experiences.
The Sr. Manager – Inbound Phone and Chat is a highly visible role that will oversee channel strategy, performance, partner relationships, optimization, reporting, and execution across the Inbound Card Consulting Phone and Chat channels. The colleague will work closely across the Enterprise (including Marketing, Analytics, Product, Technologies, Finance, Compliance, Operations, and external vendors) to deliver critical business objectives.
- Own the Inbound Phone and Chat acquisition strategy, driving profitable growth through investment optimization, experience enhancements, partner performance, and experimentation.
- Lead channel performance management, including monthly reporting, R&O forecasting, and analysis of acquisition volume, conversion, revenue, efficiency, and quality to inform senior leadership decisions.
- Manage channel investment strategy in partnership with GIO, AIM, Product, and Marketing, evaluating ROI and identifying opportunities to drive incremental growth and funding recommendations.
- Lead strategic relationships with third-party Phone and Chat partners, establishing performance standards and optimizing sales effectiveness, customer outcomes, and operational efficiency.
- Drive cross-functional alignment and execution across key stakeholders, including Execution, Compliance, Training, and Engagement, to ensure channel readiness and delivery of business priorities.
- Own the channel test-and-learn roadmap, prioritizing experiments and optimization initiatives based on business impact, strategic value, and growth potential.
- Lead, coach, and develop 2–3 direct reports, fostering accountability, collaboration, innovation, and continuous improvement.
- Demonstrated experience in Marketing, Product, Strategy, Sales, Operations, Analytics, or a related function, with experience in inbound sales, digital engagement channels, or external partner management preferred.
- Strong strategic thinking and business acumen, with the ability to assess business challenges, identify growth opportunities, and translate priorities into actionable plans.
- Proven analytical and financial acumen, including the ability to interpret performance drivers, evaluate ROI, and make data-driven investment and prioritization decisions.
- Strong relationship management, influencing, and negotiation skills, with the ability to align cross-functional stakeholders and external partners across organizational levels.
- Excellent written and verbal communication skills, with the ability to synthesize complex information into clear insights and recommendations for senior leadership.
- Demonstrated people leadership capabilities, with a track record of coaching, developing talent, and fostering a high-performing, collaborative team.
Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.