Manager- Strategic Planning & Digital Product Ops

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With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful... to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

How we serve our customers is constantly evolving and is a challenge we gladly accept. Whether you’re finding new ways to prevent identity fraud or enabling customers to start a new business, you can work with one of the most valuable data sets in the world to identify insights and actions that can have a meaningful impact on our customers and our business. And, with opportunities to learn from leaders who have defined the course of our industry, you can grow your career and define your own path. Find your place in risk and analytics on #TeamAmex.

How will you make an impact in this role?

The Offers, Comms & MarTech Experiences (OCME) team, part of American Express’s Enterprise Digital & Data Solutions organization, is responsible for enabling customer-centric engagement and communications strategies, powered by optimized, intuitive digital products and solutions, which drive timely, flawless delivery of business value. We make the connection between marketing and customer service strategy, technology innovation, and operational enablement, by designing solutions, defining digital product strategy, and delivering processes and capabilities that modernize the colleague and customer experience while reimagining the art of the possible.

We are looking for a dynamic self-starter to join OCME as Chief of Staff. This person will be responsible for providing operational support and thought leadership to the OCME leadership team, ensuring effective time management, advising them on important decisions, and helping connect workstreams that would otherwise remain siloed. This individual will manage day-to-day operations for key processes including the team’s talent management, communications, financial governance, performance management, compliance, and colleague engagement activities. The incumbent will also manage strategic projects across the organization as needed. The ideal candidate is ruthlessly organized, unafraid to challenge the status quo, experienced in process excellence, change management, and relationship management, and eager to learn more about the digital product development and marketing operations ecosystem.

Reporting to the Vice President of OCME, this role is based in the NYC office. Relocation from other U.S. locations will be available for the successful candidate if necessary. (No international relocation.) This position will be filled as Manager or Senior Manager depending on experience.

Major Responsibilities
• Organize the functional aspects of the OCME leadership team, including structuring staff meeting agendas, tracking and ensuring resolution of action items, and synthesizing ongoing feedback from the broader team for the purpose of guiding the leadership team’s decisions
• Champion and execute change management across the OCME organization, including coordinating training/certification and organizing talent management, performance and reward programs
• Collaborate with leaders to synthesize and highlight insights and trends in OCME business results across a variety of touchpoints, as part of an overall communication strategy
• Create and maintain an issue management dashboard to provide tracking & transparency escalations and/or compliance events across portfolios, and, by working with product teams, ensure resolution in required timeframes
• Oversee financial management across portfolio, including operating expenses and headcount tracking as well as partnering on capacity management plans
• Develop and drive OCME colleague engagement activities by partnering with the OCME Advisory Board and organizing meeting agendas for roundtable discussions and other forums
• Drive special projects as needed, aligned with OCME’s top priorities
• Partner with other Chiefs of Staff in ECMX and more broadly, to ensure cross-organizational functions are efficient and effective, in some cases owning key processes as aligned

Minimum Qualifications
• Experience operating with cross-functional teams and complex stakeholder management
• Program management / portfolio management experience
• Extreme organizational skills and ability to pivot easily between big picture vs detailed tasks, working independently
• Superior, consistently demonstrated, relationship & collaboration skills
• Proven ability to constructively influence without direct authority, including those senior to you
• Excellent communication skills (written and verbal)
• Experience handling and synthesizing complex, diverse, and often confidential information
• Demonstrated thought leadership with a willingness to challenge the status quo
• Strong analytical, financial, and problem-solving skills
• Expertise in MS Excel and PowerPoint
• Bachelor’s degree in a relevant field plus 3+ years full-time relevant work experience; or 5+ years equivalent full-time relevant work experience

Preferred Qualifications
• Familiarity with digital product management and Agile development is a plus but not required

Salary Range: $90,000.00 to $165,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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