Manager Assistant – Chief of Staff, Merchant Operations

American Express; Phoenix (AZ); On-site; USD 110,000 - 160,000; Full time

Job summary

American Express is seeking a Manager’s Assistant to the VP of Merchant Operations. You will help establish the operating rhythm, shape strategic initiatives, and manage performance reporting across the MO Leadership Team.

This hands-on role requires strong analytics, executive communication, and collaboration across functions. You will partner with regional and global teams to drive priorities, deliver on commitments, and support leadership with data-driven insights and clear presentations.

Qualifications

• Experience in operations, analytics, MerchantForce , COE, field/client-facing roles, or a similar environment preferred.
• Strong business acumen linking operational performance to strategic priorities.
• Proven ability to produce and maintain accurate reports and translate data into insights.

Responsibilities

• Establish and manage the operating rhythm for the VP and MO Leadership Team with agendas, reviews, planning, and follow-up.
• Shape and manage the organization’s strategic agenda, translate priorities into clear initiatives and milestones.
• Develop and maintain KPIs, scorecards, dashboards, and performance-management tools for visibility and action.
• Own MO reporting including recurring reports, trends, and actionable insights.
• Identify risks, dependencies, and issues; drive follow-up and escalation as needed.
• Support headcount reporting and mid-year/year-end processes for colleagues.
• Assist in developing senior leadership presentations and executive communications.
• Partner with cross-functional teams to advance priorities and drive initiatives to completion.
• Support town halls and leadership communications to align employees with strategy.
• Proactively simplify processes and improve operating routines and reporting.
• Build relationships across markets and time zones to enable collaboration.

Skills

Operations experience

Analytical skills

Executive support

Advanced Excel

Data visualization

Cross-functional collab

KPIs dashboards

Process improvement

Tools

Excel

Power BI

Job description

Job Description

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.

Job Description

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.

How will you make an impact in this role?

The Manager’s Assistant (MA) to the VP of Merchant Operations will play a critical role in supporting the VP and Merchant Operations Leadership Team in defining and executing the organization’s strategic agenda. This individual will help establish and manage the operating rhythm of the VP’s office, ensuring the team remains focused on its priorities, measures progress effectively, and delivers against key commitments.

The MA will serve as a trusted thought partner to the VP and a key collaborator across Merchant Operations leadership, GRRO leadership, and partners across the organization. This is a hands‑on role requiring strong analytical and operational capabilities, business judgment, executive communication, and organizational discipline. The successful candidate will be proactive, comfortable moving between strategic and administrative priorities, and able to anticipate needs and drive work forward with limited direction.

Merchant Operations is an international organization. The MA will work across markets and time zones and must have the flexibility to participate in meetings and support key priorities outside of traditional local business hours when needed.

Responsibilities

• Establish and manage the operating rhythm for the VP and Merchant Operations (MO) Leadership Team, including team agendas, business reviews, planning sessions, decision forums, action tracking, and follow-up
• Partner with the VP and Leadership Team to shape and manage the organization’s strategic agenda, translating priorities into clear initiatives, milestones, measures of success, and deliverables
• Support development of and maintain Merchant Operations KPIs, scorecards, dashboards, and other performance-management tools that provide visibility into progress and areas requiring leadership attention
• Own MO operational and performance reporting, including creating and running recurring reports, analyzing results, identifying trends and performance drivers, and translating data into actionable insights
• Track strategic initiatives and commitments, proactively identifying risks, dependencies, and emerging issues and driving appropriate follow-up and escalation
• Own key monthly, quarterly, and annual business management processes, including headcount tracking and reporting, organizational and distribution list maintenance, recurring submissions and deliverables, and support for mid-year and year-end colleague processes
• Support development of senior leadership presentations, business updates, and executive communications that clearly articulate the Merchant Operations strategy, performance, progress, opportunities, and decisions required
• Serve as a thought partner to the VP, synthesizing information, developing perspectives, pressure‑testing ideas, and supporting key decisions and leadership discussions
• Collaborate closely with Merchant Operations leadership, GRRO leadership, and cross-functional partners to advance shared priorities, resolve issues, manage dependencies, and drive initiatives to completion
• Support town halls, colleague communications, leadership meetings, and recognition programs, helping connect colleagues to the organization’s strategy and celebrate contributions
• Proactively identify opportunities to simplify processes, strengthen operating routines, improve reporting, and increase the effectiveness of the VP and Leadership Team
• Build strong relationships across an international organization, collaborating effectively across markets, cultures, and time zones

Qualifications

• Experience in operations, analytics, MerchantForce , COE, field/client-facing roles, or a similar environment preferred
• Strong business acumen and the ability to connect operational performance, frontline realities, and strategic priorities
• Hands‑on experience producing and maintaining accurate business and operational reports; ability to interpret data, uncover trends and performance drivers, and translate findings into actionable business insights
• Strong collaboration and relationship-management skills, with the ability to work effectively with senior leaders and partners across functions and geographies
• Advanced Excel and data-analysis skills; familiarity with reporting, visualization, or analytics tools preferred
• Experience designing and managing KPIs, scorecards, dashboards, and other performance-management frameworks preferred
• Demonstrated proactive mindset, with the ability to anticipate needs, take initiative, solve problems, and drive work forward
• Excellent written and verbal communication skills, including the ability to create clear, compelling executive-level presentations and narratives
• Strong organizational and business-management discipline, with the ability to manage recurring administrative and operational processes, multiple stakeholders, and competing deadlines with accuracy and follow-through
• Ability to serve as a thought partner, bringing an independent perspective, asking thoughtful questions, and connecting strategy with practical execution
• Ability to operate with independence, judgment, discretion, and comfort with ambiguity in a fast‑paced environment
• Experience working across international teams and time zones, with flexibility to support an international schedule when required

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