Strategic Contact Manager
5 hours ago
We are seeking a highly skilled Strategic Contact Manager to join our Global Service Group (GSG) team. As a key member of the Contact Strategy & Performance (CS&P) team, you will play a central role in elevating the rigor and stability of our contact management system, enhancing the effectiveness of Risk Operations.
Key Responsibilities- Design and evolve contact strategies across Consumer Credit, Commercial Credit, Global New Accounts, and Fraud to engage customers in the most effective and efficient manner.
- Conduct thorough operational and portfolio data analysis to produce insights that improve the effectiveness of contact strategy across multiple channels.
- Focus on driving key metrics such as total dollars collected (TDC) and payment rates.
- Partner with all impacted groups across the organization to ensure strategy/procedural alignment.
- 3 years of experience utilizing quantitative analytical skills and/or conceptual thinking skills to drive business decisions.
- The ability to identify patterns and propose unconventional solutions to long-standing business problems.
- Strong thought leadership, including the ability to quickly understand critical linkages and business strategies.
- Strong communication skills.
- Proficiency with Excel and PowerPoint.
- Ability to articulate key points, strategic framework, and bring the story to life.
- Adjust quickly to shifting priorities, multiple demands, ambiguity, and rapid change.
- Strong ability to navigate effectively in a matrix organization and interact effectively with senior leaders and business partners proactively.
- Degree in Engineering or related field (Statistics, MIS, etc.).
- Direct strategic experience working on contact initiatives, including outbound dialing, SMS, Email, etc.
- Experience extracting and manipulating large datasets using SQL, Excel, or Tableau.
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. This includes competitive base salaries, bonus incentives, 6% Company Match on retirement savings plan, free financial coaching, comprehensive medical, dental, vision, life insurance, and disability benefits, flexible working model, 20+ weeks paid parental leave, free access to global on-site wellness centers, and career development and training opportunities.
At American Express, we are an equal opportunity employer and make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
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