Senior Manager - Inbound Phone & Chat

American Express • New York, NY

2d

About The Position

Global Commercial Services (GCS) serves business customers with payment, lending, cash flow, and digital solutions. Within Small Business Marketing, the Prospect Direct Channels team drives growth through Direct Mail, Inbound Phone, and Chat. These channels represent nearly 20% of Prospect Revenue Acquired and use data-driven strategy, experimentation, and marketing experiences.

The Senior Manager – Inbound Phone and Chat oversees channel strategy, performance, partner relationships, optimization, reporting, and execution across the Inbound Card Consulting Phone and Chat channels. The role works across Marketing, Analytics, Product, Technologies, Finance, Compliance, Operations, and external vendors to deliver business objectives. It includes leadership and development of 2–3 direct reports.

Requirements

• Demonstrated experience in Marketing, Product, Strategy, Sales, Operations, Analytics, or a related function.
• Strong strategic thinking and business acumen, including 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, including the ability to synthesize complex information into clear insights and recommendations for senior leadership.
• Demonstrated people leadership capabilities, including coaching and developing talent and fostering a high-performing, collaborative team.
• Eligibility to work in the United States; the company will not pursue visa sponsorship for these positions.

Nice To Haves

• Experience in inbound sales, digital engagement channels, or external partner management.

Responsibilities

• 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 with GIO, AIM, Product, and Marketing, evaluating ROI and identifying opportunities for 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 with 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed