Director, Sales Tools Experience & Insights

American Express•Phoenix, AZ

7d•$123,000 - $215,250•Hybrid

About The Position

American Express Global Commercial Services (GCS) is investing in tools, technology, and capabilities to enhance sales colleague effectiveness and drive business growth. As the sales tools ecosystem expands across CRM, Guided Selling, Content Management, AI, and future workflow platforms, an integrated approach to support, adoption, and continuous improvement is crucial for maintaining a high-quality colleague experience. The Director, Sales Tools Experience & Insights will lead a globally distributed organization responsible for the daily sales tools experience and will act as the voice of the colleague within the sales technology ecosystem. This leader will manage operational support, service transformation, adoption monitoring, feedback channels, and insight generation throughout the sales journey. The organization is tasked with both operating and evolving the sales tools ecosystem. While performing critical operational activities such as platform administration, governance, business-owned configuration, and support, the team's long-term success will be measured by its ability to simplify, standardize, and automate these activities. The goal is not just to manage operational demand but to systematically reduce it through improved product design, automation, self-service, and continuous improvement. The role requires close collaboration with Product Development, Strategy, Technology, Sales Leadership, and vendor partners to identify pain points, expedite issue resolution, and translate colleague feedback into tangible improvements in the sales experience.

Requirements

Experience leading a globally distributed organization.
Experience managing operational support and service transformation.
Experience with adoption monitoring and feedback channels.
Experience in insight generation across a sales journey.
Experience in platform administration, governance, and business-owned configuration.
Experience simplifying, standardizing, and automating operational activities.
Experience partnering with Product Development, Strategy, Technology, Sales Leadership, and vendor partners.
Experience identifying friction points and accelerating issue resolution.
Experience converting feedback into measurable improvements.

Nice To Haves

Experience with CRM, Guided Selling, Content Management, and AI platforms.

Responsibilities

Lead a globally distributed organization responsible for the day-to-day sales tools experience.
Serve as the voice of the colleague across the sales technology ecosystem.
Oversee operational support, service transformation, adoption monitoring, feedback channels, and insight generation across the sales journey.
Operate and evolve the sales tools ecosystem.
Perform critical operational activities including platform administration, governance, business-owned configuration, and support.
Simplify, standardize, and automate operational activities over time.
Systematically reduce operational demand through better product design, automation, self-service, and continuous improvement.
Partner with Product Development, Strategy, Technology, Sales Leadership, and vendor partners to identify friction points.
Accelerate issue resolution.
Convert colleague feedback into measurable improvements in the sales experience.

Benefits

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