Senior Manager, Outbound ; Remote

Position: Senior Manager, Outbound Performance (Remote)

Amex GBT is a place where colleagues find inspiration in travel as a force for good and - through their work - can make an impact on our industry. We're here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Our outbound team is growing quickly across North America, EMEA and APAC, and across Mid-Market, Enterprise and GMN. Each region and segment works a little differently, and the tools, data and workflows that support our reps have to keep up. Today, when a rep or leader runs into a problem with a tool, a process or a report, there is no clear person to take it to.

The Manager, Outbound Performance is that person. This role connects our SDRs and leaders with the tools, data and teams that support them. It starts with understanding how reps and leaders actually work: how they make calls, what slows them down, and where time is being lost. It then turns that into clear recommendations and makes sure the right teams tackle them.

This person does not need to be the technical expert in every system. They need to know who can fix a problem and make sure it gets fixed.

The role also makes sure the Outbound Strategy and Outbound Development managers and Sales Development leadership have the systems, dashboards and data they need, on a steady schedule, so they can run new campaigns, coach their teams and make decisions with confidence.

What You’ll DoUnderstanding how the work gets done:

• Spend regular time on rep rides and with leaders, watching how reps make calls and lead their day, and learning how leaders plan to run their teams
• Understand the differences between Mid-Market and Enterprise, and between North America, EMEA and APAC, and what each needs
• Identify blockers and ways to save time, and bring them back to the right owners

Solving problems with tools and workflow:

• Be the first stop for leaders with a tool or workflow problem, for example a rep tracking work in a spreadsheet with many tabs
• Diagnose the problem, recommend a fix, and follow it through until it is resolved
• Work with go-to-market operations on recommendations and priorities
• Call out to the platform owners, such as Salesforce, our sales engagement and dialer tools, and internal centers of perfection, when needed
• Work with current and potential vendors on how we operate and our use cases
• Keep a log of requests and a roadmap, explain trade-offs to the people who ask, and report on progress

Reporting and data for the team:

• Gather reporting needs from the Outbound Strategy and Outbound Development managers and make sure the dashboards, scorecards and reports exist, with consistent definitions and a daily, weekly and monthly schedule
• Make sure the right tracking is in place before a new campaign or trial begins
• Be the point of contact when preparing data and items needed for leadership meetings.

Working across the team:

• Partner closely with the other two growth managers so strategy, tools and training move together
• Share what you learn from the field with leaders in every region and segment

What We’re Looking For

• Experience as an SDR, with a deep understanding of daily SDR workflow
• Strong ability to work across functions, with credibility among leaders, operations teams and vendors
• Working knowledge of Salesforce, a sales engagement platform, a conversation intelligence tool and a dialer, and a good sense of what is possible and when to raise
• A record of simplifying processes and removing friction for sales teams
• Comfort with data and dashboards, and a habit of defining metrics clearly
• Strong communication, including the ability to say clearly what can and cannot be done

Location

United States

The US national base salary range for this position is from $88,200.00 - $

The national range…