Senior Manager - Sales Tools Change Strategy & Engagement

Job Description

American Express Global Commercial Services (GCS) continues to invest in the tools, technology, and AI-enabled capabilities that help sales colleagues work more efficiently, engage customers more effectively, and drive business growth. Successfully transforming the sales experience requires more than delivering new capabilities—it requires a clear and compelling story about where we are going, how today's work moves us toward that future, and how colleague and stakeholder feedback shapes the journey.

The Senior Manager, Sales Tools Change Strategy & Engagement will lead stakeholder engagement and change strategy for the Sales Tools organization. Sitting within Sales Tools Experience & Insights, this role will work horizontally across Strategy, Product Management, and Experience & Insights to create an integrated narrative spanning long-term strategy and investments, near-term roadmap and product delivery, pilots and experimentation, and the colleague experience today.

This leader will translate a complex, fast-moving portfolio into clear, audience-relevant communications while building scalable mechanisms for stakeholders and sales colleagues to influence the journey. The successful candidate will combine exceptional communication and synthesis skills with strong stakeholder judgment and operational discipline—leveraging existing forums and channels, creating reusable core content, and introducing new mechanisms only where they meaningfully improve understanding, alignment, or feedback.

Responsibilities

Own the Integrated Sales Tools Narrative

• Shape and maintain a clear Sales Tools story that connects strategy, roadmap, investments, product delivery, pilots, colleague experience, and business impact
• Translate complex technology and product priorities into simple, relevant messages for sales colleagues, frontline leaders, senior executives, and cross-functional partners
• Create executive-ready materials that explain where the organization is today, what is changing next, and how the broader transformation is progressing

Build & Execute the Stakeholder Engagement Strategy

• Build and manage a stakeholder engagement strategy that defines priority audiences, objectives, channels, forums, cadence, and feedback loops
• Tailor engagement based on what each audience needs to understand, influence, or act on, from executives to frontline sales teams
• Use existing Sales and Account Development forums, newsletters, and operating rhythms whenever possible, introducing new mechanisms only where they add clear value
• Monitor stakeholder coverage and effectiveness to keep leaders and colleagues informed without creating unnecessary communication volume

Create Scalable Communications & Bidirectional Feedback Loops

• Develop reusable presentations, talking points, and core content that can be adapted across audiences while keeping the message consistent
• Produce senior leadership communications with strong judgment on what stakeholders need to know, when, and why it matters
• Partner with Product Management, communications teams, and other partners to reach frontline audiences through established channels
• Connect existing feedback sources into a practical listening model that captures questions, sentiment, priorities, and change-readiness signals
• Turn feedback into actionable themes and show how stakeholder input informs strategy, product decisions, pilots, enhancements, and roadmap priorities
  

Enable Change, Adoption & Continuous Improvement

• Develop change and engagement strategies for major launches, pilots, platform transformations, and new ways of working
• Assess stakeholder impact and define the right level of communication, engagement, readiness support, and connection to the broader Sales Tools strategy
• Align product delivery, colleague experience, communications, support, and adoption teams, including identifying education needs and coordinating partner delivery
• Measure stakeholder reach, understanding, engagement, feedback quality, and communication effectiveness, then refine the model based on what is working
• Maintain an engagement roadmap and calendar, reducing duplicative forums, communications, and one-off materials through better reuse of core content and existing channels
  

Success in this role will be measured by:

• Stakeholder understanding and alignment around Sales Tools strategy, roadmap, priorities, and progress
• Effectiveness and reach of engagement across priority audiences
• Quality and actionability of feedback informing Strategy, Product Management, and Experience & Insights
• Consistency of the organizational narrative across long-term strategy, near-term delivery, and current colleague experience
• Change readiness and adoption outcomes for major initiatives, in partnership with Product Management and Experience & Insights
• Effective use of existing channels and reduction in duplicative communications, forums, and bespoke materials
• Stakeholder engagement and satisfaction with the Sales Tools organization

Qualifications

• Relevant experience shaping executive-ready narratives, stakeholder engagement strategies, and change communications for complex business, technology, or transformation initiatives
• Exceptional written and verbal communication skills, with demonstrated ability to synthesize complex strategies, technology initiatives, and business priorities into clear and compelling narratives
• Strong strategic thinking and ability to connect individual initiatives and deliverables to a broader organizational vision
• Demonstrated experience leading stakeholder engagement, change strategy, strategic communications, transformation, consulting, or related work in a complex organization
• Proven ability to develop high-quality communications and materials for senior leadership audiences
• Strong stakeholder management and facilitation skills with demonstrated ability to influence without direct authority in highly matrixed environments
• Strong audience orientation and editorial judgment, with the ability to determine what different stakeholders need to know, influence, or act upon
• Demonstrated ability to create scalable approaches, simplify complexity, and balance communication quality with operational efficiency
• Ability to operate independently in a fast-paced environment characterized by ambiguity, evolving priorities, and multiple concurrent initiatives
• Bachelor's degree

Preferred Qualifications:

• Experience with technology-enabled transformation, product organizations, sales enablement, sales operations, CRM, sales technology, or AI-enabled capabilities
• Experience developing stakeholder feedback mechanisms and translating qualitative and quantitative feedback into actionable insights

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

About us

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our 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.

About

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% 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 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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The below 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.​