Senior Analyst - Marketing Operations & Channel Health

American Express Global Commercial Services (GCS) is the leading payments provider for businesses of all sizes, with Small Business representing our largest customer segment and a continued area of strategic investment. The Small Business Marketing (SBM) team is responsible for driving growth across the Small Business portfolio by acquiring new customers and deepening relationships with existing ones across our Card, Business Line of Credit, and Banking products. The organization is comprised of the Prospect, Customer Growth, Customer Activation, Customer Engagement, and Co-brand Marketing teams, working together to deliver innovative marketing strategies and exceptional customer experiences.

Within this organization, the Customer Activation team is focused on helping small businesses unlock the full value of their products through fast, simple, and effective marketing experiences — from day one and throughout their lifecycle. The Marketing Automation and Enablement team plays a critical role in enabling these experiences by building and scaling the marketing capabilities, operational processes, and technology solutions required to deliver high-impact activation communications across Banking, Lending, and Card portfolios. 

The Sr. Analyst, Marketing Operations & Channel Health plays a pivotal role in ensuring the operational excellence, governance, and health of the email marketing channel. This role is responsible for leading end-to-end operational processes, monitoring and improving channel health, and driving governance across the email marketing channel. This individual will partner closely with Marketing, Email Development, Product, Risk, and Control Management teams to ensure seamless campaign execution, minimize operational risk, and support the continued scalability of the email channel.

Success in this role means delivering accurate, timely email campaigns, proactively identifying and resolving operational issues, and continuously improving the health and governance of the email channel through cross-functional collaboration and process optimization. This role is ideal for someone who enjoys solving operational challenges, improving processes, and leading cross-functional initiatives that drive operational excellence.

• Own day-to-day operational processes supporting the email marketing channel, ensuring campaigns are executed accurately, efficiently, and in accordance with established governance standards
• Manage Jira workflow and operational intake, ensuring requests contain complete information, are appropriately prioritized, and move efficiently through production
• Maintain and improve email channel health by maintaining email inventory, owning proactive email monitoring alerts, leveraging Voice of Customer insights to identify trends and improve the customer experience, and managing team scorecard to provide visibility into operational performance 
• Support channel governance by owning channel controls and testing procedures, maintaining the email quality assurance checklist, managing governance standards for shared email assets such as email headers and footers and serving as documentation champion to ensure processes and documentation remain complete, and accessible. 
• Lead initiatives that improve channel health and operational performance, including workflow optimizations, team retrospectives, platform issue management, and continuous process and quality improvements

Minimum Qualifications:

• 3+ years of experience in marketing operations, campaign execution, email marketing, or marketing program management
• Experience effectively partnering across Marketing, Development, and Product within a cross-functional environment 
• Demonstrated ability to independently lead operational initiatives, improve workflows and influence cross-functional stakeholders to drive process improvement, while maintaining exceptional attention to detail and execution quality
• Experience using workflow management tools such as Jira to manage work intake, execution, and prioritization
• Ability to think in systems and develop effective operational processes that meet the needs of cross-functional stakeholders
• Strong project management, organizational, and communication skills with the ability to manage multiple priorities in a fast-paced environment 

 

Preferred Qualifications:

• Experience supporting email channel operations, channel health monitoring, or product supported initiatives
• Working knowledge of Salesforce Marketing Cloud or a similar marketing automation platform 
• Proficiency with managing quality assurance, testing, operational controls, or production support processes
• Familiarity with Voice of Customer (VOC) analysis, operational metrics, or channel health reporting

 

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