American Express Global Commercial Services (GCS) continues to invest in the tools, technology, and AI-enabled capabilities that help sales colleagues work more efficiently, engage customers more effectively, and drive business growth. Continuously improving that experience requires staying close to the colleagues using our tools, translating their friction into actionable opportunities, and ensuring the improvements we deliver create measurable value.

The Senior Manager, Sales Tools Continuous Improvement will own the continuous improvement pipeline, including Sales Always On, for the Sales Tools colleague experience. Sitting within Sales Tools Experience & Insights, this role will connect structured colleague research, support interactions, frontline feedback, and experience insights to identify, prioritize, and advance opportunities that simplify workflows and improve sales productivity.

The successful candidate will combine customer empathy, structured problem solving, product and technology fluency, analytical skills, and strong cross-functional leadership. They will be equally comfortable observing a sales colleague's workflow, investigating a complex support issue, facilitating a prioritization discussion, partnering with Product and Technology on solutions, interfacing with compliance and revenue operations partners on approvals and implications of changes, and quantifying whether a delivered improvement created meaningful business value.

Responsibilities

Own the Continuous Improvement Pipeline

• Build and manage a pipeline of colleague experience opportunities sourced from research, support trends, onsite observations, stakeholder feedback, and broader Experience & Insights findings
• Investigate colleague workflows to identify root causes, quantify friction, and distinguish among education needs, defects, product enhancements, workflow improvements, and larger strategic opportunities
• Translate colleague pain points and recurring themes into clear problem statements, intended outcomes, and evidence-based recommendations

Lead Always On Research & Delivery

• Lead the Sales Always On operating model end to end, from research planning and colleague engagement through opportunity synthesis, prioritization, delivery tracking, communications, and post-launch validation
• Facilitate prioritization by assessing colleague impact, value, feasibility, effort, dependencies, and tradeoffs, developing strong recommendations for leadership decision-making
• Run cross-functional working sessions with Technology and business partners to move opportunities from identified needs to feasible solutions and committed delivery
• Maintain clear visibility into backlog priorities, decisions, dependencies, risks, delivery status, and stakeholder communications

Drive Value Realization

• Establish value hypotheses, baselines, and measurement approaches for prioritized improvements before delivery
• Partner with Product and Technology to incorporate measurement and telemetry into solutions so benefits can be evaluated after launch
• Track forecast and realized benefits, evaluate whether improvements solved the intended problem, and report aggregate portfolio value across Always On and related initiatives

Connect Support & Colleague Experience

• Serve as an escalation resource for complex L2/L3 Sales Tools support issues requiring deeper business, workflow, or product knowledge, while frontline support remains owned by Sales Tools Support & Insights
• Provide targeted onsite troubleshooting and support, using firsthand exposure to identify recurring friction and improvement opportunities
• Partner with Support & Insights to convert recurring support themes into systemic improvements that reduce future friction and support demand

Manage the Operating Model & Investment

• Monitor Always On investment utilization and Technology capacity, identifying risks, tradeoffs, and opportunities to maximize value from available funding
• Maintain effective operating rhythms across Experience & Insights, Product, Technology, Sales, and Account Development partners
• Ensure opportunities remain anchored to the original colleague problem and intended outcome as they progress through solution design and delivery
• Continuously refine research, prioritization, delivery, and measurement practices to improve the speed and effectiveness of the model

Success in this role will be measured by:

• Reduction in colleague friction and recurring workflow issues
• Measurable productivity, revenue, or other business value generated by delivered improvements
• Quality and strength of the continuous improvement opportunity pipeline
• Speed from opportunity identification through prioritization and delivery
• Colleague satisfaction with delivered improvements and the continuous improvement process
• Reduction in recurring support demand resulting from systemic improvements
• Effective utilization of Always On funding and Technology capacity
• Quality of prioritization recommendations and value-realization reporting

Qualifications

• Desired experience includes working in or alongside sales, revenue operations, product, technology, support, customer/colleague experience, or transformation teams where success depends on understanding frontline workflows, improving adoption, and translating operational friction into scalable solutions
• 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 demonstrated ability to observe workflows, investigate pain points, identify root causes, and translate needs into actionable improvement opportunities
• Strong analytical and problem-solving skills, including ability to establish baselines, quantify benefits, build business cases, and track outcomes using data
• Strong facilitation, stakeholder management, and influencing skills with experience operating across Product, Technology, business, and frontline organizations
• Ability to develop evidence-based recommendations, articulate tradeoffs, and facilitate effective prioritization and decision-making
• Strong organizational and program management skills with ability to manage a portfolio of opportunities from discovery through delivery and validation
• Strong written and verbal communication skills with ability to synthesize findings and clearly communicate priorities, decisions, progress, and outcomes
• Ability to operate independently in a fast-paced environment characterized by ambiguity, evolving priorities, and multiple concurrent initiatives
• Ability and willingness to travel approximately 4–5 times annually based on business and research needs

Preferred Qualifications:

• Experience with CRM, Salesforce, sales technology, Agile/product delivery, or enterprise technology environments
• 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 as the company will not pursue visa sponsorship for these positions.

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.