American Express Careers

Portfolio Manager, Collections

Phoenix, Arizona; San Francisco, California
Customer Care Operations

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Job Description

The Manager, Digital Collections will manage one or more outside agencies servicing US and will be responsible driving results and managing portfolio performance with an objective to maximize collections effectiveness while reducing operations risk across the network.  Candidate should have a strong grasp of digital contact mediums and will be expected to identify and deploy effective Omni channel contact strategies and new age tools to drive Card Member engagement and payment behavior, he/ she will continuously assess CM behaviors and devise effective digital strategies that timely evolve alongside CM preferences. 

  • Evaluate industry trends and best practices to create Digital strategies and tools that will help shape the future of US collections
  • Evaluate emerging technologies. Provide thought leadership and perspective for adoption where appropriate to strengthen the network by continuously improving collections capabilities
  • Drive Collection effectiveness while creating strict compliance with regulatory, financial and AXP brand requirements
  • Define and track key input/ output metrics relevant to digital strategies
  • Utilize strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch point

The Manager, Digital Collections will maintain strong partnership with the global collections teams and provide thought leadership while driving initiatives to maximize returns through best-in-class collection strategies and tools. He/ She will require strong operations, analytical and execution skills to drive performance.



  • Bachelor's Degree in Business or related field or equivalent work experience 
  • 5+ years of experience in Digital space working with new technologies, developing tools and applying advanced analytics to elevate results
  • Highly creative with experience in identifying target audiences and devising digital campaigns that engage, inform and motivate
  • Knowledge of website analytics tools. Strong analytical skills and data-driven thinking
  • Proven track of strong operations and execution skills within Credit & Collections environment will be added advantage
  • The candidate must be proactive and results driven with strong project management skills along with the ability to understand call center/collections operations
  • Excellent oral and written communication skills
  • The candidate must be self-motivated and effective at handling multiple priorities 
  • Proficiency with Microsoft Office Suite

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position

ReqID: 18010781
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Sep 28, 2018, 3:35:12 PM
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