Senior Manager - Sales Tools Continuous Improvement

American Express•Phoenix, AZ

8d•Onsite

About The Position

American Express Global Commercial Services (GCS) is committed to enhancing the tools, technology, and AI capabilities that empower sales colleagues to operate more efficiently, engage customers more effectively, and drive business growth. This role focuses on the continuous improvement of the sales tools colleague experience, managing the Sales Always On pipeline. The Senior Manager will connect research, support interactions, frontline feedback, and experience insights to identify, prioritize, and implement opportunities that streamline workflows and boost sales productivity. The ideal candidate will possess customer empathy, structured problem-solving abilities, product and technology fluency, analytical skills, and strong cross-functional leadership. They will be adept at observing sales workflows, troubleshooting complex issues, facilitating prioritization discussions, collaborating with Product and Technology teams, interfacing with compliance and revenue operations, and quantifying the business value of improvements.

Requirements

Desired experience includes working in or alongside sales, revenue operations, product, technology, support, customer/colleague experience, or transformation teams where success depends on understanding frontline workflows, improving adoption, and translating operational friction into scalable solutions.
Demonstrated experience leading continuous improvement, product/program management, customer or colleague experience, technology transformation, or related work in a complex organization.
Strong customer orientation with demonstrated ability to observe workflows, investigate pain points, identify root causes, and translate needs into actionable improvement opportunities.
Strong analytical and problem-solving skills, including ability to establish baselines, quantify benefits, build business cases, and track outcomes using data.
Strong facilitation, stakeholder management, and influencing skills with experience operating across Product, Technology, business, and frontline organizations.
Ability to develop evidence-based recommendations, articulate tradeoffs, and facilitate effective prioritization and decision-making.
Strong organizational and program management skills with ability to manage a portfolio of opportunities from discovery through delivery and validation.
Strong written and verbal communication skills with ability to synthesize findings and clearly communicate priorities, decisions, progress, and outcomes.
Ability to operate independently in a fast-paced environment characterized by ambiguity, evolving priorities, and multiple concurrent initiatives.
Ability and willingness to travel approximately 4–5 times annually based on business and research needs.
Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.

Nice To Haves

Experience with CRM, Salesforce, sales technology, Agile/product delivery, or enterprise technology environments.
Experience using operational or experience data to measure productivity, financial, or business outcomes.

Responsibilities

Own the Continuous Improvement Pipeline: Build and manage a pipeline of colleague experience opportunities sourced from research, support trends, onsite observations, stakeholder feedback, and broader Experience & Insights findings.
Investigate colleague workflows to identify root causes, quantify friction, and distinguish among education needs, defects, product enhancements, workflow improvements, and larger strategic opportunities.
Translate colleague pain points and recurring themes into clear problem statements, intended outcomes, and evidence-based recommendations.
Lead Always On Research & Delivery: Lead the Sales Always On operating model end to end, from research planning and colleague engagement through opportunity synthesis, prioritization, delivery tracking, communications, and post-launch validation.
Facilitate prioritization by assessing colleague impact, value, feasibility, effort, dependencies, and tradeoffs, developing strong recommendations for leadership decision-making.
Run cross-functional working sessions with Technology and business partners to move opportunities from identified needs to feasible solutions and committed delivery.
Maintain clear visibility into backlog priorities, decisions, dependencies, risks, delivery status, and stakeholder communications.
Drive Value Realization: Establish value hypotheses, baselines, and measurement approaches for prioritized improvements before delivery.
Partner with Product and Technology to incorporate measurement and telemetry into solutions so benefits can be evaluated after launch.
Track forecast and realized benefits, evaluate whether improvements solved the intended problem, and report aggregate portfolio value across Always On and related initiatives.
Connect Support & Colleague Experience: Serve as an escalation resource for complex L2/L3 Sales Tools support issues requiring deeper business, workflow, or product knowledge, while frontline support remains owned by Sales Tools Support & Insights.
Provide targeted onsite troubleshooting and support, using firsthand exposure to identify recurring friction and improvement opportunities.
Partner with Support & Insights to convert recurring support themes into systemic improvements that reduce future friction and support demand.
Manage the Operating Model & Investment: Monitor Always On investment utilization and Technology capacity, identifying risks, tradeoffs, and opportunities to maximize value from available funding.
Maintain effective operating rhythms across Experience & Insights, Product, Technology, Sales, and Account Development partners.
Ensure opportunities remain anchored to the original colleague problem and intended outcome as they progress through solution design and delivery.
Continuously refine research, prioritization, delivery, and measurement practices to improve the speed and effectiveness of the model.