Senior Manager - Marketing Business Operations Voice of Customer & Marketing Risk Management

Job Description

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American Express Global Commercial Services (GCS) is the leading payments provider for businesses and corporations of all sizes, with small business being the largest customer segment.

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The Global Commercial Services Marketing team (GCSM) is responsible for making business membership essential by creating and delivering world class marketing for our differentiated products and services that drives demand and inspires engaged card members across the customer lifecycle. GCSM markets a breadth of products across charge, lending, co-brand, and corporate cards. It also markets small business banking and B2B solutions.

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The Senior Manager, Marketing Business Operations Voice of Customer & Marketing Risk Management will lead the end-to-end analysis of customer complaints and Voice of Customer data, translating key themes and risk indicators into actionable insights that inform marketing strategies, improve customer experience, and reduce friction points. In parallel, they will oversee risk performance reporting, maintain the integrity of scorecards and proactively identifying opportunities to strengthen outcomes. The role also drives audit readiness, enables effective risk management through playbook development, and oversees the Global Financial Crimes workstream under Project Guardian. Overall, this role blends analytics, strategy, and governance to enable a more insight driven and risk aware marketing organization.

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Success in this role requires strong cross-functional partnership as well as the ability to operate effectively in white space by defining structure, building new processes, and driving clarity in an evolving environment. The ideal candidate brings strategic thought leadership, strong analytical expertise and the ability to translate complex data into clear, actionable insights that drive both business outcomes and risk reduction.

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Responsibilities

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•  Voice of Customer (VoC) & Complaint Insights Leadership
•  Lead end-to-end customer complaints analytics and reporting, deliver insights on complaint drivers, experience trends, and key risk indicators to improve visibility and transparency 
•  Partner with Marketing to embed VoC insights into planning, campaigns, and performance routines, translating themes into actions that enhance customer experience and reduce friction 
•  Risk Management, Reporting & Governance
•  Safeguard the GCSM Risk Performance Rating Scorecard, ensuring data accuracy, clear definitions, timely updates, and proactive actions to protect and improve metric performance 
•  Stand-up manage Risk forum that will include the RPRP scorecard review, top/emerging risks, and top priorities 
•  Marketing Risk Management & Playbook Development
•  Develop standardized playbooks, frameworks, and routines to strengthen risk awareness, accountability, and operational consistency within Marketing 
•  Drive adoption of governance tools and processes, including Central ID and Risk Declaration Templates, supported by clear communication channels 
•  Project Guardian Support 
•  Lead from a business operations perspective to guide Marketing on KYC requirements, ensuring clarity on expectations, processes, and compliance integration 

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Qualifications

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•  Ability to operate effectively in ambiguous or evolving environments building processes from the ground up 
•  Building playbooks, routines, and integrated insight frameworks into existing marketing routines and driving adoption 
•  Broad cross-functional knowledge spanning Marketing, Customer Experience, Risk, and KYC 
•  Advanced communication and influencing skills to embed insights into business decision-making 
•  Demonstrated ability to identify trends, conduct root cause analysis, and drive process improvements 
•  Strong communication and storytelling skills, with the ability to present insights and recommendations to senior stakeholders 

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Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.

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About Us

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At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

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As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

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About The Team

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We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

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• 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

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

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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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

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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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The below 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.