Senior Manager – Sales Tools Continuous Improvement

Jobtailor; Arizona; On-site; USD 90,000 - 130,000; Full time

Job summary

American Express seeks a results-oriented professional to lead a continuous improvement program for the Sales Tools colleague experience. You will investigate workflows, quantify friction, and translate findings into actionable recommendations while guiding the Always On operating model end-to-end.

You will collaborate with Product, Technology, Sales, and Support teams to drive delivery, monitor outcomes, and report portfolio value in a fast-paced environment.

Qualifications

• Experience in continuous improvement, program management, or related work in a complex org.
• Strong customer orientation; translate workflows into actionable improvements.
• Data-driven problem solving with baselines and benefits tracking.
• Excellent facilitation and stakeholder management across multiple teams.
• Ability to decide tradeoffs and drive prioritization in a fast-paced environment.
• Willingness to travel ~4–5 times per year.
• Eligible to work in the United States; no visa sponsorship planned.
• Bachelor's degree required.

Responsibilities

• Build and manage a continuous improvement pipeline for Sales Tools colleague experience.
• Investigate workflows, identify root causes, quantify friction, categorize improvements.
• Translate pain points into problem statements, outcomes, and evidence-based recommendations.
• Lead the Always On operating model from planning to post-launch validation.
• Facilitate prioritization by impact, value, feasibility, and dependencies.
• Run cross-functional sessions with Technology and business partners for delivery.
• Maintain visibility into backlog priorities, decisions, risks, and status.
• Establish value hypotheses, baselines, and measurement approaches before delivery.
• Partner with Product and Technology to add measurement/telemetry.
• Track forecasted vs realized benefits and report portfolio value.
• Escalation resource for complex Sales Tools support (L2/L3).
• Provide onsite troubleshooting and identify recurring friction and improvements.
• Collaborate with Support & Insights to convert themes into systemic improvements.
• Monitor Always On investment utilization and Technology capacity.
• Maintain operating rhythms across Experience, Insights, Product, Tech, Sales, and Accounts.
• Refine research, prioritization, delivery, and measurement practices.

Skills

Data Analysis

Business Case Development

Workflow Investigation

Root Cause Analysis

Measurement Approaches

Prioritization Techniques

Delivery Tracking

Evidence-Based Recommendations

Operational Improvement

Sales Technology Utilization

Strong Communication Skills

Facilitation Skills

Organizational Skills

Influencing Skills

Ability to Operate Independently

Education

Bachelor's Degree

Tools

CRM

Salesforce

Agile Methodology

Experience Data Tools

Technology Capacity Monitoring

Job description

• Build and manage a continuous improvement pipeline for the Sales Tools colleague experience
• Investigate colleague workflows, identify root causes, quantify friction, and classify improvement opportunities
• Translate pain points and recurring themes into problem statements, intended outcomes, and evidence-based recommendations
• Lead the Sales Always On operating model from research planning and colleague engagement through synthesis, prioritization, delivery tracking, communications, and post-launch validation
• Facilitate prioritization based on impact, value, feasibility, effort, dependencies, and tradeoffs
• Run cross-functional working sessions with Technology and business partners to advance feasible solutions and committed delivery
• Maintain visibility into backlog priorities, decisions, dependencies, risks, delivery status, and stakeholder communications
• Establish value hypotheses, baselines, and measurement approaches before delivery
• Partner with Product and Technology to incorporate measurement and telemetry into solutions
• Track forecast and realized benefits, evaluate outcomes, and report aggregate portfolio value
• Serve as an escalation resource for complex L2/L3 Sales Tools support issues
• Provide targeted onsite troubleshooting and identify recurring friction and improvement opportunities
• Partner with Support & Insights to convert recurring support themes into systemic improvements
• Monitor Always On investment utilization and Technology capacity
• Maintain operating rhythms across Experience & Insights, Product, Technology, Sales, and Account Development partners
• Refine research, prioritization, delivery, and measurement practices

Requirements

• Desired experience working in or alongside sales, revenue operations, product, technology, support, customer/colleague experience, or transformation teams
• Demonstrated experience leading continuous improvement, product/program management, customer or colleague experience, technology transformation, or related work in a complex organization
• Strong customer orientation with ability to observe workflows, investigate pain points, identify root causes, and translate needs into actionable improvement opportunities
• Strong analytical and problem-solving skills, including establishing baselines, quantifying benefits, building business cases, and tracking outcomes using data
• Strong facilitation, stakeholder management, and influencing skills across Product, Technology, business, and frontline organizations
• Ability to develop evidence-based recommendations, articulate tradeoffs, and facilitate prioritization and decision-making
• Strong organizational and program management skills; ability to manage a portfolio from discovery through delivery and validation
• Strong written and verbal communication skills; ability to synthesize findings and communicate priorities, decisions, progress, and outcomes
• Ability to operate independently in a fast-paced, ambiguous environment with evolving priorities and concurrent initiatives
• Ability and willingness to travel approximately 4–5 times annually
• Preferred: experience with CRM, Salesforce, sales technology, Agile/product delivery, or enterprise technology environments
• Preferred: experience using operational or experience data to measure productivity, financial, or business outcomes
• Employment eligibility to work with American Express in the United States is required; visa sponsorship will not be pursued
• Bachelor's Degree

Core Competencies

Demonstrates expertise in continuous improvement, program management, and stakeholder engagement, with a strong focus on enhancing customer and colleague experiences through data-driven decision-making and effective communication. Proficient in managing complex projects from discovery to delivery while maintaining operational rhythms across cross-functional teams.

Highest-signal resume keywords

• Continuous Improvement Leadership
• Program Management
• Analytical Problem-Solving
• Stakeholder Management
• Customer Experience Enhancement

Hard Skills

• Data Analysis
• Business Case Development
• Workflow Investigation
• Root Cause Analysis
• Measurement Approaches
• Prioritization Techniques
• Delivery Tracking
• Evidence-Based Recommendations
• Operational Improvement
• Sales Technology Utilization

Soft Skills

• Strong Communication Skills
• Facilitation Skills
• Organizational Skills
• Influencing Skills
• Ability to Operate Independently

Industry Keywords

• Sales Operations
• Revenue Operations
• Technology Transformation
• Customer Experience
• Complex Organization

Tools & Technologies

• CRM
• Salesforce
• Agile Methodology
• Experience Data Tools
• Technology Capacity Monitoring