Senior Manager – Inbound Phone, Chat

American Express

. Own the Inbound Phone and Chat acquisition strategy, driving profitable growth through investment optimization, experience enhancements, partner performance, and experimentation .

Posted 10/23/2026full-timeNew York City • New York • United StatesSenior💰 $103,750 - $174,750 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in inbound phone and chat acquisition strategies, focusing on investment optimization, performance management, and cross-functional collaboration. Proven ability to lead teams, manage strategic relationships, and drive profitable growth through analytical insights and effective communication.

Highest-signal resume keywords

Inbound Sales ExperienceDigital Engagement ChannelsPerformance ManagementAnalytical AcumenPeople Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

MarketingProduct StrategySales OperationsAnalyticsROI EvaluationPerformance ReportingChannel Investment StrategyExperimentationAcquisition AnalysisOperational Efficiency

Soft Skills

Strategic ThinkingRelationship ManagementInfluencing SkillsNegotiation SkillsCommunication Skills

Industry Keywords

Partner ManagementCross-Functional AlignmentCustomer OutcomesPerformance StandardsCoaching and Development

About the role

Key responsibilities & impact

Own the Inbound Phone and Chat acquisition strategy, driving profitable growth through investment optimization, experience enhancements, partner performance, and experimentation
Lead channel performance management, including monthly reporting, R&O forecasting, and analysis of acquisition volume, conversion, revenue, efficiency, and quality
Manage channel investment strategy with GIO, AIM, Product, and Marketing, evaluating ROI and identifying incremental growth and funding opportunities
Lead strategic relationships with third-party Phone and Chat partners, establishing performance standards and optimizing sales effectiveness, customer outcomes, and operational efficiency
Drive cross-functional alignment and execution across Execution, Compliance, Training, and Engagement
Own the channel test-and-learn roadmap and prioritize experiments and optimization initiatives
Lead, coach, and develop 2–3 direct reports

Requirements

What you’ll need

Demonstrated experience in Marketing, Product, Strategy, Sales, Operations, Analytics, or a related function; experience in inbound sales, digital engagement channels, or external partner management preferred
Strong strategic thinking and business acumen
Proven analytical and financial acumen, including interpreting performance drivers and evaluating ROI
Strong relationship management, influencing, and negotiation skills
Excellent written and verbal communication skills
Demonstrated people leadership capabilities, including coaching and developing talent
Employment eligibility to work with American Express in the United States is required; the company will not pursue visa sponsorship

Benefits

Comp & perks

Bonus
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