Senior Manager – Sales Tools Continuous Improvement

• Build and manage a continuous improvement pipeline for the Sales Tools colleague experience
• Investigate colleague workflows, identify root causes, quantify friction, and classify improvement opportunities
• Translate pain points and recurring themes into problem statements, intended outcomes, and evidence-based recommendations
• Lead the Sales Always On operating model from research planning and colleague engagement through synthesis, prioritization, delivery tracking, communications, and post-launch validation
• Facilitate prioritization based on impact, value, feasibility, effort, dependencies, and tradeoffs
• Run cross-functional working sessions with Technology and business partners to advance feasible solutions and committed delivery
• Maintain visibility into backlog priorities, decisions, dependencies, risks, delivery status, and stakeholder communications
• Establish value hypotheses, baselines, and measurement approaches before delivery
• Partner with Product and Technology to incorporate measurement and telemetry into solutions
• Track forecast and realized benefits, evaluate outcomes, and report aggregate portfolio value
• Serve as an escalation resource for complex L2/L3 Sales Tools support issues
• Provide targeted onsite troubleshooting and identify recurring friction and improvement opportunities
• Partner with Support & Insights to convert recurring support themes into systemic improvements
• Monitor Always On investment utilization and Technology capacity
• Maintain operating rhythms across Experience & Insights, Product, Technology, Sales, and Account Development partners
• Refine research, prioritization, delivery, and measurement practices

• Desired experience working in or alongside sales, revenue operations, product, technology, support, customer/colleague experience, or transformation teams
• Demonstrated experience leading continuous improvement, product/program management, customer or colleague experience, technology transformation, or related work in a complex organization
• Strong customer orientation with ability to observe workflows, investigate pain points, identify root causes, and translate needs into actionable improvement opportunities
• Strong analytical and problem-solving skills, including establishing baselines, quantifying benefits, building business cases, and tracking outcomes using data
• Strong facilitation, stakeholder management, and influencing skills across Product, Technology, business, and frontline organizations
• Ability to develop evidence-based recommendations, articulate tradeoffs, and facilitate prioritization and decision-making
• Strong organizational and program management skills; ability to manage a portfolio from discovery through delivery and validation
• Strong written and verbal communication skills; ability to synthesize findings and communicate priorities, decisions, progress, and outcomes
• Ability to operate independently in a fast-paced, ambiguous environment with evolving priorities and concurrent initiatives
• Ability and willingness to travel approximately 4–5 times annually
• Preferred: experience with CRM, Salesforce, sales technology, Agile/product delivery, or enterprise technology environments
• Preferred: experience using operational or experience data to measure productivity, financial, or business outcomes
• Employment eligibility to work with American Express in the United States is required; visa sponsorship will not be pursued
• Bachelor's Degree

Demonstrates expertise in continuous improvement, program management, and stakeholder engagement, with a strong focus on enhancing customer and colleague experiences through data-driven decision-making and effective communication. Proficient in managing complex projects from discovery to delivery while maintaining operational rhythms across cross-functional teams.

• Continuous Improvement Leadership
• Program Management
• Analytical Problem-Solving
• Stakeholder Management
• Customer Experience Enhancement

• Data Analysis
• Business Case Development
• Workflow Investigation
• Root Cause Analysis
• Measurement Approaches
• Prioritization Techniques
• Delivery Tracking
• Evidence-Based Recommendations
• Operational Improvement
• Sales Technology Utilization

• Strong Communication Skills
• Facilitation Skills
• Organizational Skills
• Influencing Skills
• Ability to Operate Independently

• Sales Operations
• Revenue Operations
• Technology Transformation
• Customer Experience
• Complex Organization

• CRM
• Salesforce
• Agile Methodology
• Experience Data Tools
• Technology Capacity Monitoring