Manager, Strategic Support - Global Dining

American Express

  • Chicago, IL
  • $80,000-155,000 per year
  • Permanent
  • Full-time
  • 9 days ago
At American Express, our culture is built on a 175-year history of innovation, shared 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.We are seeking a strategic and empathetic Manager of Global Dining Strategic Support to lead a new team that delivers exceptional support while driving long-term customer retention. You’ll be instrumental in building relationships, overseeing complex support needs, and implementing proactive account strategies to reduce churn and maximize partner value.Key Responsibilities:Team Leadership & Strategy:
  • Build, lead, and mentor a high-performing support and account management team.
  • Define the team’s roadmap for customer lifecycle engagement, with a focus on reducing churn and maximizing partner satisfaction.
  • Establish and track KPIs around response time, resolution quality, and retention outcomes.
  • Manage and prioritize inbound support for strategic customers.
Customer Retention & Engagement:
  • Design and implement proactive strategies to identify at-risk accounts using support data, partner behavior, and product usage trends.
  • Lead regular customer check-ins, business reviews, and satisfaction surveys to ensure early detection of dissatisfaction.
  • Create and manage tailored action plans to resolve underlying issues and reinforce the customer’s long-term value proposition.
Cross-Functional Collaboration:
  • Partner with other internal teams to manage customer bugs and issues.
  • Collaborate with Implementation to support strategic partner onboarding and lead onsite sessions for strategic partners.
  • Work closely with Product, Engineering, and Legal to resolve pain points and elevate systemic improvements.
Systems & Reporting:
  • Maintain accurate communication tracking and case documentation in Salesforce.
  • Analyze partner support trends and churn indicators to drive root cause analysis and strategic improvements.
  • Identify trends and key performance indicators to improve the customer experience.
Qualifications:
  • 5+ years in customer success, support, or account management, including 2+ years leading teams.
  • Experience in churn reduction and retention program design is highly desirable.
  • Familiarity with Salesforce, JIRA, Confluence or equivalent platforms.
  • Excellent interpersonal, analytical, and cross-functional leadership skills.
  • Willingness to travel for key customer interactions and training sessions.
Salary Range: $80,000.00 to $155,000.00 annually + bonus + benefitsThe above 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.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 .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.US Job Seekers - Click to view the “ ” poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window:*Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

American Express