JOB DESCRIPTION

The Corporate Affairs & Communications (CA&C) department serves as the voice of and for American Express, with responsibility for Public Affairs & Media Relations, Colleague Communications, Corporate Social Responsibility, and Social Media. Within CA&C, the Corporate Communications team handles communications for American Express’ business strategy and financial performance, brand and reputation, digital innovation, social media communications and the company’s external corporate content strategy.

The Manager, Reputation & Social Intelligence, plays a central role in gathering and analyzing data to help drive informed storytelling and mitigate risks. Reporting to the Director of Reputation Management, this role combines analytics, generative AI application, and media analysis to inform content strategy, reputation insights, and issues management. The role manages multiple data sources, including social listening, earned media, owned content performance, and broader reputation indicators, to generate actionable insights for senior leadership and other internal stakeholders. The role is responsible for deploying generative AI platforms and use cases with human-in-the-loop controls and documented governance.

This person will also manage an external agency dedicated to real-time, social listening and work in tandem with the internal Reputation Management team and agency stakeholders on transforming data into actionable insights.

The ideal colleague has experience working with or on a communications or public relations team. They must be able to generate, read, and analyze data diagrams, models, and relationships and articulate the brand and reputation implications. A collaborative attitude, with a bias for action, and ability to work well within a team, in a fast-paced, constantly evolving environment is a must.

RESPONSIBILITIES

How you’ll make an impact:

Strategic Analytics & Insights

• Serve as a trusted subject matter expert on data analytics, and coumnselor on data topics for senior leadership and CA&C colleagues.
• Collaborate across Corporate Communications and CA&C on the design and execution of analytical frameworks and dashboards that quantify brand reputation, sentiment, share of voice, and competitive landscape.
• Oversee reporting of these assessments in both real-time instances and on a systemic basis to better understand and use levers such as conversation topics, volumes, key themes, sentiment, engagement and share of voice, among others.
• Own the relationship with an external agency to lead an always on monitoring and listening desk.
• Co-lead the onboarding and training for CA&C colleagues for new and existing data platforms, ensuring global colleagues are informed and proficient users of the platforms.

**Reputation Management & Risk Mitigation **

• Partner with the Reputation Management team, colleagues across the internal and external communications teams to paint a holistic picture of American Express’ corporate and brand reputation and key initiatives.
• Lead real-time, decision-ready reporting for issues and crises, collaborating with the VP and Director of Reputation Management.
• Accountable for program readiness and 24/7 monitoring via agency partners; role requires off-hours availability for incident response and will operate under defined on-call/comp time arrangements.
• Develop and operationalize predictive early-warning dashboards and AI-assisted triage, ensuring human-in-the-loop validation, model performance monitoring, and explainability controls before any automated recommendations are actioned.
• Stay current with emerging media analytics platforms, reputation measurement frameworks, and communications industry best practices to enhance the organization’s analytics capability over time.

QUALIFICATIONS

Minimum Qualifications:

• 7+ years’ experience in data analytics, media intelligence, content optimization.
• Knowledge and extensive use of Adobe and Google Analytics, Meltwater, Cision, or similar platforms such as Sprinklr, Khoros, among others.
• Ability to read and interpret data, data models, diagrams and relationships, and write strong queries to get desired outputs specific to a corporate affairs and communications team.
• Ability to build proprietary dashboards a must, as is the facility to translate these data inputs to different audiences who have varied levels of familiarity with data capture analysis.
• Demonstrated ability to exercise sound, independent judgment in ambiguous, confidential, and high-pressure situations.

Preferred Qualifications

• Experience working on or with a communications, corporate affairs, or PR team and managing media data.
• Basic understanding of Microsoft Office suite of products (Excel, Powerpoint, etc.) for reporting use.
• Proficiency working in a highly matrixed environment; Excellent communication and collaboration skills, agility, and knack for forging strong relationships with a wide range of internal partners.
• Strong time management and project management skills; Comfort level working independently and within a wider team, and under tight deadlines.
• Willingness to dive into new opportunities and work with a "no task is too small" attitude.

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

ABOUT US

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. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

ABOUT THE TEAM

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 out 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. 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. 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.

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The below 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.