Operations Analyst

Job description

The Global Marketing Operations organization ensures that marketing campaigns, and the technology platforms used to execute these campaigns, are efficient, compliant, and error-free for all American Express business units and marketing channels. The organization achieves these goals using a combination of training, controls, governance, and technology solutions. Within the Global Marketing Operations organization, the Campaign Capabilities team serves as the liaison between various business partners and the technology platforms required to execute and support campaigns. As the business owners and subject matter experts of these platforms, the responsibilities of the team include training Marketing Managers, supporting campaign execution, researching and resolving production issues, and defining and implementing strategic technology solutions and processes.

The Campaign Capabilities team is seeking an Analyst to help drive Marketing goals in close collaboration with partners in Marketing Services, Technologies, Compliance, Consumer and OPEN Card loyalty marketing. This person will be responsible for daily operations related to our Bonusing Capability. BEQ (Business Event Qualifier) is the platform used to determine eligibility, qualify and fulfill marketing promotions or programs in order for card members to receive a promotional reward (Membership Rewards, statement credits, etc.).

This Analyst role will primarily support the business owner (the Manager on the team) of the BEQ platform by acting as a liaison between marketing and technologies to translate business needs into technical requirements. Analyst will also partner with key stakeholders on business driven initiatives, assisting with project management and implementation, issue resolution, training as well as reporting. This is a tremendous opportunity for an individual seeking to learn capabilities, with a passion for the customer, a strong commitment to quality, and results through strong collaboration and thought leadership.

Key Responsibilities :

·  Manage day-to-day operations for the bonusing capability
·  Act as point person for issue resolution for bonusing capability, at times with urgency
·  Provide high quality subject matter expertise on bonusing related issues across the enterprise
·  Manage internal audit requests and follow process risk assessment activities as needed
·  Collaborate with key stakeholders to ensure promotional setups are executed flawlessly across CPS and OPEN
·  Gather feedback from key stakeholders and identify opportunities for enhancements to the platform and its associated processes
·  Work with Marketers to define and clarify their project requirements to ensure accurate setups across multiple systems
·  Participate in business driven projects as Subject Matter Experts of the platform and perform user acceptance testing as needed
·  Provide training to varying audiences on upcoming process improvements and capability enhancements
·  Manage ad-hoc reporting and data inquiries from partners, at times with urgency
·  Monitor and enhance team dashboards for metrics tracking

Desired profile

·  Strong work ethic with the ability to operate autonomously and with personal accountability regardless of outcome
·  Ability to manage multiple projects with competing priorities and tight deadlines
·  Must be extremely detail-oriented and highly organized
·  Excellent communication skills – ability to present information in both a summarized and detailed approach to varying audiences
·  Ability to influence and persuade partners with different goals on expected outcomes and build effective relationships with key partners of all levels
·  Comfortable taking risks and making decisions without direct authority
·  Ability to identify potential enhancements to existing processes
·  Creative thinker with aptitude to problem solve unconventionally
·  Strong analytical and quantitative skills (preferred backgrounds in engineering, marketing or economics)
·  Strong proficiency in MS Office Suite, specifically Excel, PowerPoint, Visio
·  Available to work outside regular business hours for special projects
·  Ability to travel ~10% of the time

Preferred Skills:
·  Experience acting as a liaison between technical and non-technical groups
·  Prior experience in campaign execution a plus
·  Prior experience in remediation management a plus
·  Preferred, but not required, proven track record of successful capabilities and product development

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