Manager, Business Banking Servicing Communications

Responsibilities

• Manage the communication strategy and roadmap for Business Banking products and features across multiple customer channels
• Lead the end-to-end execution of new and existing customer communications, including cross-functional coordination, approvals, submissions, and implementation
• Identify opportunities to optimize processes, improve efficiency, maintain agility, and support continued portfolio growth
• Develop and maintain process documentation, procedures, and governance artifacts to support operational excellence and compliance
• Conduct testing and due diligence to ensure communications, processes, and controls are functioning as intended
• Support remediation efforts related to operational events, issues, and regulatory or compliance-driven changes
• Monitor communication performance and leverage data and insights to identify opportunities for continuous improvement
• Partner across Product, Technology, Operations, Servicing, Compliance, and other cross-functional teams to drive alignment, share best practices, and deliver a seamless customer experience

Qualifications

• Experience in Banking, Marketing, Financial Services, or a related field
• Strong project management, organizational, and prioritization skills, with the ability to manage multiple initiatives simultaneously
• Excellent written and verbal communication skills, with the ability to communicate effectively and influence stakeholders across all levels of the organization
• Strong analytical and problem-solving skills, with the ability to identify opportunities and drive process improvements
• Comfortable working in a fast-paced, evolving environment and adapting to changing priorities
• Proactive, results-oriented, and highly collaborative, with a strong sense of ownership and accountability
• Customer-focused, with a passion for delivering best-in-class customer experiences

About the Role

The Servicing Communications Product Manager is responsible for defining and executing the communications strategy and roadmap for Business Banking products across servicing channels, including email, paper, mobile push, and notifications. This role partners closely with Product Management, Product Development, Technology, Operations, Legal, Compliance, Risk, and Servicing to deliver clear, compliant, and customer-centric communications that support the Business Banking customer journey. The role also drives process improvements, operational excellence, and cross-functional initiatives that enhance the customer experience while supporting the continued growth of the Business Banking portfolio.

About GCS

Global Commercial Services (GCS) is the global leader in providing payments solutions for small, medium, and large businesses. Within GCS, the mission of the Business Banking Product Management team is to create banking products that are the best choice for our small business customers. We achieve this by being customer and competitor obsessed, delivering market leading value, and creating great experiences for our customers.

About American Express

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.

Benefits

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.

Equal Opportunity Employer

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 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.