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At American Express, you'll be recognized for your contributions, leadership, and impact-every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
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The American Express Brand is our most important asset, and our in-house creative agency helps bring the brand to life in marketing, servicing, and colleague communications. To help GABM attain the ambitious goal of becoming the most creative department in the Fortune 500, our In-House agency aims to foster a creative community in service of delivering best-in-class creative that is high-quality, cost-efficient, and quick-to-market.
The Senior Capacity Manager will report into the OnBrand Director of Agency Operations as part of the Operations capability, and work collaboratively with project management, account, operations, creative, and production leads to validate that the right agency resources were assigned to each portfolio, informed by specialty and bandwidth. The focus of this role will be to facilitate capacity planning and adjustments to ensure efficient utilization for multiple account portfolio workstreams across OnBrand certifying that workstreams are operating smoothly and serving overall business goals.
The Senior Capacity Manager must possess a proactive collaborative mind-set and be solution oriented in undefined territory. The focus and skillsets required for each portfolio vary from strategic to executional activities, and the Senior Capacity Manager must flex staffing adjustment decisions accordingly in close support of Director-level colleagues.
To be successful in this role, the Senior Capacity Manager must be an excellent collaborator and self-starter, intuitively translating Portfolio level project needs into actionable resourcing considerations. They should have experience navigating tight timelines, supporting high-visibility initiatives, and always seek to identify opportunities for improvement. They must possess an ability to adapt their communication style, content, and medium to suit the task or audience. Business maturity, and humility are essential for great Capacity management, to help discipline leads serve their client and colleague collaborators.
Responsibilities:
- Leverage American Express' OnBrand Workfront instance to support reporting to help manage to larger OnBrand program goals and inform plans to help achieve them. Help assess risk and course correct as needed.
- Help manage incoming and transitioning resourcing requests and deliver ongoing resourcing decisions. Meet with Account and Operations colleague stakeholders regularly to make communication easy and transparent regarding portfolio capacity issues and decisions on agency resourcing or services. Oversee resource change management
- Expert knowledge of the resourcing and capacity components of Workfront, including power-usage of workload balancer tool and uplifted intake forms, to provide ongoing support for optimizing the tool informed by trends and best practices, and help OnBrand leadership apply this view to inform our resource decision making
- When new opportunities arise, which require skill sets outside of our current bench, coordinate with Freelance Engagement Managers to help quickly develop a resource plan recommendation and budget requirements to support sell-in.
Minimum Qualifications:
- 5+ years in Agency Operations and resource management within an agency or in house. Strong background in digital worktypes (e-mail, landing pages, banner animations, video) is priority. Experience serving a global financial service or travel/lifestyle brand is a plus
- Change and risk management experience
- Budget management
- Strong communication and managerial skills, with experience articulating the end-to-end creative process, framing strategic challenges and opportunities, and collaborating with a variety of partners and stakeholders
- Relationship management. Ability to manage time and organize creative workloads with colleagues, partners and agencies. Must cut through clutter and drive results to reinforce integrity of the internal agency and American Express brand
- Working knowledge of marketing operations and development. Ability to manage multiple projects simultaneously and thrive in a fast-paced and iterative work environment
- Expert knowledge of Workfront, specifically with workload balancer and reporting functions
- Continuously seeks and learns from feedback to improve
- Bachelor's degree required. MBA optional
Salary Range: $80,000.00 to $155,000.00 annually + bonus + benefits
The 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 our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
- 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.
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 or in a hybrid model (combination of in-office and virtual days).
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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.