Director - Operations, Insights and 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.

Resy is the American Express global dining platform. Our mission is to power the world's best restaurants, using technology to imagine the future of hospitality. Our customers discover the amazing world of restaurants thanks to our content-rich website and innovative mobile app. Our diners are insiders, and we love having them at the table.   

Resy sits within American Express Global Dining, part of the U.S. Consumer Services organization.

The team is responsible for reimagining hospitality and redefining the way restaurants and diners connect through a single network.

Interested in joining our team of restaurant-obsessed explorers? Right this way.   

ABOUT THE ROLE: Director - Operations, Planning and Insights  
Location: Hybrid, NYC or Chi 
Reports to: CMO, Resy and Tock Marketing   

We are seeking an analytical, strategically minded Director - Operations, Insights & Planning to lead the development and execution of our marketing infrastructure, performance reporting, and planning and investment processes across Global Dining Marketing. This leader will be responsible for building the foundation that enables scalable, decision-making and seamless cross-team execution. They will also play a critical role in driving our cross-team priority city marketing strategy — ensuring the planning, activation, and performance of our key market initiatives are aligned with business objectives and informed by strong insights.

This role sits at the intersection of marketing operations, planning, and analytics ensuring our global marketing teams are aligned on investments, cross-team planning and performance outcomes. The Director will partner closely with leaders across the Global Dining Marketing team, business operations, integration management office (IMO), data, and finance stakeholders to drive clarity, consistency, and efficiency across the end-to-end marketing process.

Key Responsibilities:

Insights & Planning

• Oversee marketing goals, investment and integrated planning, setting goals and KPIs to ensure budgets and channel strategies align with overall business priorities
• Partner with analytics teams to create performance frameworks and dashboards that drive visibility into marketing effectiveness, ROI, and strategic opportunities.
• Establish the framework and process for integrated marketing planning across campaigns, ensuring visibility into key milestones and alignment
• Oversee cross-team planning functions and champion key cross-team initiatives, aligning insights with coordinated B2B2C campaign outcomes powered across the team.
• Shape Priority City Marketing strategy through insight-driven planning and investment optimization, ensuring go-to-market activations are optimized and aligned with priorities

Operations & Infrastructure

• Build and evolve marketing operations infrastructure, across tools, process and systems that drive efficiency and scale
• Lead operational and systems integration across Resy and Tock marketing platforms, ensuring unified process and continuity
• Develop and manage marketing operations standards, governance models, and documentation to streamline how teams plan, launch, and measure campaigns.
• Partner with Business Operations to ensure marketing technology, tools, and systems meet enterprise standards for compliance, and evolving needs

Cross-Team Enablement & Execution

• Serve as central connector between strategy, insights, and execution across marketing
• Lead marketing performance reporting, ensuring leadership visibility into progress, results, and optimization opportunities.
• Standardize campaign planning and results reporting to ensure consistency across channels
• Champion continuous process improvements to enhance transparency, collaboration and execution speed across teams
• Serve as a key driver of the Priority City Marketing strategy, ensuring cohesive go-to-market planning, performance tracking, and optimization across key markets.

Qualifications:

• Proven experience leading marketing operations, planning, or analytics within a complex, matrixed organization.
• Strategic and analytical mindset, with demonstrated ability to translate insights into actionable business decisions.
• Expertise in marketing performance measurement, reporting tools, and data visualization.
• Experience managing budgeting, goal setting, and KPI tracking across teams.
• Experience leading or supporting large-scale marketing system integrations across tools
• Exceptional cross-functional leadership and communication skills with ability to influence senior stakeholders.
• Skilled in process optimization and building systems that enable marketing excellence.

You'll Thrive in This Role If You:

• Love creating order and clarity from complexity.
• Are energized by driving scalable systems that power go-to-market success
• Thrive on solving complex operational challenges that come with integrating multiple marketing platforms, systems and processes
• Are motivated by operational excellence, scalable infrastructure, and measurable results.
• Want to help shape the foundation that powers Global Dining Marketing's growth across key priority cities and new market activations.

Salary Range: $123,000.00 to $215,250.00 annually + bonus + equity (if applicable) + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

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 
• 6%25 Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes 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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.