Manager Amex Customer Service Jobs (NOW HIRING)

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 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.

Join Team Amex and let's lead the way together.

Membership Portfolio Services, within our US Consumer Services Business, is responsible for developing and scaling several growing businesses that are strategically important to American Express. We are developing unique and differentiated ways to strengthen the Membership Model by connecting Card Members with Merchants that create opportunities to help drive our growth over the mid-to-long term.

How will you make an impact in this role?

The Senior Manager, Amex Ads Media Planning sits within the Amex Offers Digital Media team and reports to the Director, Amex Offers Digital Media GTM Sales Enablement. This Media Planner will be the inaugural advertising media planning hire, responsible for building Amex's foundational media planning capabilities following the public launch of Amex Ads in March 2026. 

The Senior Manager of Amex Ads Media Planning will be responsible for turning advertising demand into executable, measurable, and scalable advertising campaigns across AMEX-owned digital channels. This role will serve as the central point between GTM, Sales (Customer Success and Business Development), Ad Operations, Analytics, and Product Management - ensuring that RFP responses, media plans, and insertion orders are strategic, standardized, and executable at scale.

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.

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.

Minimum Qualifications

• 7+ years of experience in media planning or AdTech across agency or retail media environments
• Proven experience building or scaling media planning processes, frameworks, and operating models from the ground up
• Strong commercial acumen with the ability to develop revenue-driven media plans, including pricing, packaging, and inventory optimization
• Demonstrated expertise in end-to-end campaign planning, including RFP response, media plan development, and insertion order execution
• Deep understanding of the digital advertising ecosystem, including audience strategy, targeting, measurement, and media channel capabilities
• Advanced analytical skills with the ability to translate data, benchmarks, and insights into actionable media strategies and performance outcomes
• Proven ability to influence and lead in a highly matrixed organization without direct authority
• Strong operational mindset with experience developing SOPs, workflows, SLAs, and scalable processes
• Exceptional written and verbal communication skills, with the ability to translate complex concepts into clear, executive-ready narratives
• Ability to operate effectively in ambiguous, fast-paced environments
• Strong attention to detail with a focus on accuracy, compliance, and risk management in campaign execution
• Self-starter with a builder mentality and ownership mindset, capable of independently driving initiatives from concept through execution
• Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions. 

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, but not limited to, 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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RFP Response Strategy & Execution

• Own end-to-end response for advertising RFPs across AMEX owned channels, including intake process and prioritization
• Partner with Sales, Ad Ops, and GTM to ensure responses are competitive, compliant, and revenue-optimized
• Serve as escalation point for complex or high-value proposals.

Strategic Media Planning

• Analyze audiences and media consumption behaviors
• Develop data-driven media plans that align with client objectives, audience, placement, format capabilities, media channel mix, and inventory constraints
• Leverage insights across markets, historical performance, and benchmark information to drive measurable results
• Drive alignment on timelines, inputs, and ownership.

Insertion Order Creation & Execution

• Own insertion order (IO) creation & execution, ensuring accuracy of targeting, delivery terms, pricing, and timelines
• Collaborate with cross-functional partners to ensure seamless campaign execution and compliance with internal policies and legal requirements
• Lead campaign, including managing creative asset collection and communicating specific campaign goals and KPIs

Operations - Standard Operating Procedures & Process Design

• Define and document media planning SOPs across RFPs, media plan development, IO creation / approvals, and handoffs
• Identify automation opportunities over time
• Establish clear RACI models and SLAs across teams
• Establish scalable processes that support future growth and team expansion

Other

• Build strong partnerships with teams across the enterprise including GTM, Sales, Ad Operations, Analytics, Product Management, Engineering, Control Management, and Legal to support the growth and adoption of Amex Ads
• Conduct thorough risk and compliance processes with proper controls 
• Ensure all aspects of the American Express Code of Conduct are adhered to so that we uphold the highest standards in our interactions with our customers and compliantly meet all regulatory requirements