Senior Manager -Operations
American Express
Remote
How will you make an impact in this role?
The Senior Manager, Sales Tools Support & Insights will lead the day-to-day operation supporting sales colleagues across the GCS sales tools ecosystem. This role will oversee support operations, issue management, knowledge management, service analytics, and continuous improvement initiatives designed to simplify the colleague experience.
This leader will manage a team responsible for operating the sales tools ecosystem while continuously improving it. Team members are expected to deliver operational excellence across platform administration, governance, support, and business-owned configuration activities while continually identifying opportunities to simplify, automate, or eliminate recurring work.
The successful candidate will build a culture where success is measured not only by how well today's operations are executed, but by how effectively tomorrow's operational workload is reduced.
Shift Time: 3:30 PM - 11:30 PM IST
Responsibilities
Responsibilities include:
Service Operations
- Lead a team supporting sales colleagues across CRM, Guided Selling, Content Management, AI, and related sales tools platforms
- Manage service queues, operational workflows, workload balancing, and escalation processes
- Ensure timely and high-quality resolution of colleague questions, issues, and requests
- Maintain operational performance against established service level objectives
- Lead day-to-day business administration across the sales tools ecosystem, including Outreach, Seismic, and future platforms.
- Manage business-owned platform configuration activities including email templates, sales sequences, workflow configurations, content updates, user-facing assets, and operational administration.
- Execute governance responsibilities including controls, risk assessments, periodic reviews, documentation, audit support, and operational risk management.
- Ensure all operational activities are delivered accurately, consistently, and in accordance with enterprise standards.
- Identify recurring operational activities that can be standardized, automated, simplified, or eliminated through process improvement or product enhancements.
- Analyze recurring support requests and identify root causes driving support demand
- Identify recurring administrative activities including platform configuration, controls execution, and support processes that can be simplified, standardized, automated, or eliminated through product enhancements and workflow redesign.
- Partner with Product Development, Strategy, and Technology teams to address systemic issues impacting colleague experience
- Maintain a pipeline of improvement opportunities and track realized benefits
- Build and maintain knowledge articles, FAQs, troubleshooting guides, and self-service resources
- Improve discoverability and usability of support content through workflow integration and AI-enabled experiences
- Drive adoption of self-service solutions and measure effectiveness
- Manage support analytics, operational reporting, and colleague experience metrics
- Supervise the team’s Insights Analyst and ensure findings are translated into actionable recommendations
- Identify emerging trends, adoption challenges, and operational risks
- Produce recurring reporting highlighting friction points, demand drivers, and improvement opportunities
- Support operational readiness activities for new tools, enhancements, and AI-enabled capabilities
- Establish support models and readiness plans for new launches
- Capture launch-related feedback and rapidly identify opportunities for improvement
- Foster a continuous improvement mindset across the team
- Encourage experimentation and innovation in support processes
- Promote a culture where recurring issues are viewed as opportunities for elimination rather than acceptance
- Help the team adapt quickly to evolving tools, workflows, and business priorities
- Reduction in support demand and recurring issues
- Increased self-service utilization
- Improved colleague satisfaction
- Improved operational efficiency
- Quality of insights generated from support interactions
- Speed of issue identification and root cause resolution
- Team engagement and continuous improvement outcomes
Minimum Qualifications
- Experience leading operational support, service operations, customer experience, or technology operations teams
- Demonstrated success driving process improvement, automation, or operational transformation initiatives
- Strong analytical and problem-solving skills with ability to identify trends and root causes
- Experience leveraging operational data to drive decisions and improvements
- Strong communication and stakeholder management capabilities
- Ability to balance operational execution with long-term transformation goals
- Experience working within Agile, product, technology, or digital environments preferred
- Experience managing offshore teams and developing talent preferred
- Familiarity with CRM, sales enablement, workflow platforms, AI-enabled solutions, or enterprise software ecosystems preferred
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
About The Team
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.