Senior Manager - Marketing Business Operations Voice of Customer & Marketing Risk Management

Sunrise, FL (Hybrid)

$104K/yr – $175K/yrSenior LevelFull time

Posted 2 months ago

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Job Summary

Lead risk, VOC, and analytics to inform marketing decisions and reduce friction, with cross-functional collaboration and governance results.

  • Own end-to-end VOC analysis and translate themes into actionable insights.
  • Ensure scorecard integrity and proactive risk/outcome improvements.
  • Collaborate across functions to define structure and drive clarity in evolving environments.

Job Description

Responsibilities

  • Lead the end-to-end analysis of customer complaints and Voice of Customer data, translating key themes and risk indicators into actionable insights that inform marketing strategies, improve customer experience, and reduce friction points.
  • Oversee risk performance reporting, maintain the integrity of scorecards and proactively identifying opportunities to strengthen outcomes.
  • Drive audit readiness, enable effective risk management through playbook development, and oversee the Global Financial Crimes workstream under Project Guardian.
  • Blend analytics, strategy, and governance to enable a more insight driven and risk aware marketing organization.
  • Success in this role requires strong cross-functional partnership as well as the ability to operate effectively in white space by defining structure, building new processes, and driving clarity in an evolving environment.

Benefits

  • Competitive base salaries
  • Bonus incentives
  • 6% 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
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American Express

4.1 Glassdoor

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together. Learn more about us at: https://www.americanexpress.com/careers https://www.americanexpress.com/ https://www.facebook.com/AmericanExpressUS https://www.instagram.com/americanexpress/ https://twitter.com/americanexpress https://www.youtube.com/user/AmericanExpress See our community guidelines at: https://www.americanexpress.com/en-us/company/community-guidelines/ If you have a customer service issue or question, please visit www.americanexpress.com/contactus

New York, NY, US
79K employees (3,751 in marketing)
81% recommend to a friend
88% CEO approval

Traffic Signals

Monthly Visitors
99M
Monthly Google Ads Budget
$4.4M
Traffic Source Mix
Search
22.8%
Direct
71.5%
Referral
4.6%
Social
0.2%
Paid
0.8%

Headcount Trend

Current headcount: ~81.7K

Marketing Team

Marketing Team Size
3,046 (4% of company)
Median Career Experience
16 years
Median Tenure
10.8 years
Marketing Roles Posted (Last 30 Days)
26

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