Senior Manager - Program Management & Optimization

In U.S. Consumer Services (USCS), our product is Membership—delivering benefits and services that are essential to our Card Members across travel, dining, entertainment, and retail. We compete by providing a differentiated Membership experience that drives loyalty and long-term growth. USCS brings this to life through our premium, cobrand, cash back, and lending portfolios, Membership Rewards, Travel & Lifestyle Services, the Centurion Lounge network, Global Dining, U.S.

Consumer Banking, Amex Offers, Amex Ads, and best-in-class marketing programs.

The Sr. Manager, Program Management & Platform Optimization will help sustain and continuously improve Amex’s new marketing ecosystem after launch and migration. This business-facing role will focus on issue resolution, enhancement prioritization, process refinement, and the overall user experience across the technology and processes that support next-generation campaign execution.

The candidate will partner closely with end users and cross-functional business teams to collect feedback, identify pain points and quantify impact, and provide clear prioritization input as we evolve marketing execution.

Qualifications

• Strategic thinker with strong judgment, curiosity, and the ability to connect business needs, marketer feedback, process gaps, and platform opportunities.
• Strong problem-solving skills, with the ability to break down ambiguous issues, identify root causes, and synthesize input into clear recommendations.
• Strong listener, communicator, and cross-functional collaborator who can build trusted relationships.
• Able to influence through insight, clarity, and partnership, helping align teams around user needs, business priorities, process improvements, and practical next steps.
• Highly organized, with the ability to manage multiple priorities, track progress, and bring structure to evolving work.
• Comfortable learning new capabilities, asking thoughtful questions, and developing a strong understanding of user needs, pain points, and process gaps.
• Self-starter with sound judgment, a bias for action, and a passion for improving the user experience and how the ecosystem operates day to day.
• Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.

Responsibilities

• Own the business-side continuous optimization approach for execution capabilities and processes that enable the new ecosystem.
• Manage post-launch platform health by monitoring performance, triaging production issues, coordinating resolution with business and technology partners, and applying learnings drive continuous process and platform enhancements.
• Partner closely with end users, Product, Technology, ECMX, and GCS to prioritize business needs, clarify enhancement intent, and ensure Product has the context needed to assess feasibility, sequencing, and roadmap implications.
• In partnership with ECMX and GCS, establish and optimize governance for capability and process enhancement intake, prioritization, and communications, ensuring transparency into business value, tradeoffs, and dependencies.
• Serve as the voice of the Marketer by establishing feedback loops with users, identifying improvement opportunities and gaps, translating insights into clear business priorities for Product, Tech, and Operations partners.
• Provide executive-ready reporting on execution performance, issue trends, enhancement priorities, and business outcomes.