Sr. Manager – Operations Enablement

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Job Description

Sr. Manager – Operations Enablement, U.S. Acquisition & Client Group (USACG)


American Express Global Commercial Services (GCS) is the Global leader in the Corporate Payments Solutions space and subsequently continues to be an exciting and fast-growing business. The U.S. Acquisition and Client Group (USACG) is the phone-based sales, account management and business financing teams for the US SME for American Express.  This team of over 600 colleagues across centers in Phoenix, AZ and Sunrise, FL engage to acquire new customers, provide early tenure treatment and grow the portfolios of our Small Business, Corporate and Lending commercial customers.


The Manager of Operations Enablement will serve as the operations, enablement and support leader of the U.S. Acquisition & Client Group. The incumbent will lead key strategic and organizational initiatives while working across the team to ensure the success and effectiveness of the frontline sales colleagues. This critical member of the leadership team will have a broad range of responsibility and will lead projects which may include competitive intelligence, customer research, data analytics and the creation of presentations for GCS Leadership and executive audiences across American Express.

Key Responsibilities
  • Manage organizational planning and operational execution of key business processes including critical cross-team projects
  • Provide coaching and development for a team of operations enablement analysts including performance feedback and work direction
  • Partner in close alignment with internal stakeholders to ensure the appropriate objectives and priorities are enabled within the team
  • Participate in strategic decision making, utilizing correlations between new initiatives, and existing business as usual (BAU) processes
  • Perform ad-hoc analyses as requested and present findings to leadership
  • Analyze data to prioritize selling activities and develop appropriate strategies to meet key effectiveness metrics
  • Have a growth mindset with the ability to embrace challenges, take appropriate risks while learning from mistakes
  • Develop meeting objectives, organizing meetings and off-sites, and providing ongoing proactive support to the leadership team
  • Develop and maintain strong, positive relationships within GCS and across American Express at all levels of the organization


  • Experienced, nimble and proven sales operations and enablement leader with success supporting a large phone organization
  • Strong, analytical, problem solving and decision-making skills
  • High integrity with the ability to handle sensitive issues and maintain complete confidentiality
  • Exceptional communication skills – verbal, written and through presentations
  • Ability to break down complex ideas into understandable and actionable messages
  • Strong organizational skills with a proven track record of managing wide-ranging organizations and processes
  • Ability to drive results by leading through persuasion and expertise
  • People leadership skills, project management skills and organizational and planning skills
  • Build strong relationships with all band levels and work effectively on a collaborative team

Experience & Education

  • Bachelor’s Degree Preferred
  • Strong computer skills (Excel, Word, PowerPoint, Internet). Experience with a plus
  • Exceptional presentation skills, strong business acumen and executive presence is critical

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: 20000291
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jan 13, 2020, 1:35:36 PM