Senior Manager - Strategic Planning

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. As part of Team Amex, you'll experience this 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.

How will you make an impact in this role?

Responsibilities:
American Express Global Travel & Lifestyle Services (GTLS) provides our Card Members around the world with a full range of travel services—from trip planning and booking to enhancing the broader travel experience. As we continue to elevate our value proposition for our most premium customers, servicing plays an increasingly critical role. GTLS strives to deliver a consistent, world-class experience for our premium customers across our global footprint.

The GTLS Servicing Strategy and Execution team is responsible for designing the Premium Card Member Servicing Experience and deepening engagement with our Card Members by setting the service delivery strategy and standards across all GTLS markets.

As a Senior Manager, Servicing Strategy, you will be at the forefront of shaping the future of Centurion Servicing by leading and collaborating across strategic workstreams that directly influence how Global Travel & Lifestyle Servicing delivers exceptional service to our premium Card Members.

This role offers visibility to senior leaders, opportunities for end-to-end ownership in designing and executing strategic initiatives, and global exposure. You will collaborate with multiple internal groups to support optimization, strategy, and execution—and ultimately drive and deliver on the GTLS Servicing vision.

We are seeking an experienced and high-performing Senior Manager to join the GTLS Servicing Strategy and Execution team. The ideal candidate demonstrates intellectual curiosity, a proactive nature, attention to detail, comfort with data, and a strong work ethic.

Key Responsibilities include:

• Lead or collaborate on multiple workstreams focused on improving the servicing experience for Centurion customers, including process enhancements, digital strategies, and innovative servicing tools.
• Partner with Global Travel & Lifestyle Servicing Strategy Directors to provide thought leadership and help drive the design and enablement of servicing uplifts.
• Collaborate with key stakeholders across GS, GTLS, Product, and TLS to ensure initiatives deliver both customer and business impacts aligned with enterprise priorities.
• Represent the US Centurion Servicing Strategy and GTLS Strategy teams in senior leadership forums by creating compelling, executive-level materials that drive alignment and decision-making.

Minimum Qualifications:

• 2+ years of experience developing and executing complex strategies
• 2+ years of experience in Global Servicing strategy required 
• Strong executive presence with experience presenting and communicating complex concepts to senior (60+) leaders
• Demonstrated leadership experience, including a track record of leading change management efforts and influencing others
• Passion for structured and ad-hoc analytics, strategy, process design, and improvement in a fast-paced, dynamic work environment
• Resilient, flexible, and adaptable, with the ability to manage ambiguity and rapid change
• Enthusiastic about travel and lifestyle
• Creative thinker who combines best practices with new ideas to create compelling experiences that deepen customer engagement
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