Director-Digital Product Management

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. As part of Team Amex, you'll experience this 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.

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day–from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.

This transformational role is part of the Global Servicing Organization within American Express. This is a new role being created to lead the Product Management Office for the Credit, Collections and Fraud Servicing Organization. This team will lead the product strategy and road mapping, end to end user experience, business architecture and overall project management of various software products used by our Credit Specialists. In this role, you will be working with multiple partners including Global Credit and Fraud Operations (GCFO), Credit & Fraud Risk, Strategy and American Express Technologies.

The role will be responsible for designing the user experience for Credit Servicing specialists, engaging GCFO leadership to understand business vision and pain points, creating a product vision and roadmap in support of the business needs, leading the business architecture of the product in support of the product strategy and providing project management support as needed. This role will lead a team of Product Designers, Business Architects and Project Managers.

Key Goals Include:

• Deliver ongoing Product vision and roadmap for Credit and Fraud Servicing by engaging key team members and understanding the business goals and objectives.
• Lead end-to-end user experience design using human centric design principles, rapid testing of designs with pilot users, alignment with key team members and prioritization based on needs and capacity.
• Lead the business architecture definition in support of the roadmap and user experience needs
• Provide transparency of backlog and prioritization to key partner and senior leadership through appropriate communication cadence
• Work with central and local market cross-functional teams to ensure designs meet market needs and adhere to local regulatory, compliance and risk requirements
• Design global capabilities and features that can be deployed locally
• Obtain voice of the customer, user research and other feedback loops, to iterate and drive improvements continuously
• Maintain pulse on external developments and internal product developments to assess implications for our products

Minimum Qualifications:

• Truly customer centric: empathy, experience of Design Thinking and Systems Thinking concepts and tools a bonus
• Deep knowledge of product/tech development frameworks used: Agile, Agile SAFe, Scrum, DevOps, OKRs, etc.
• Effective at providing options that demonstrate value, indicate trade-offs for effective decisioning across impacted teams
• Enthusiasm and passion for great products and services and the ability to articulate product vision to leaders and team members.
• Understanding of American Express technology and product development.
• Exhibits servant leadership qualities by fostering followership, coaching, motivating, and removing barriers to support colleagues.
• Believes in and actively fosters a culture where colleagues deliver safer, faster, and better products while enjoying greater satisfaction in their work.
• Naturally curious and hungry to know how things work and solve problems.
• Able to negotiate with team members and partners to remove obstacles.
• Highly organized, taking individual initiative and accountability for getting results.
• Passion for products, user experience design and technology.
• Excellent communication skills with ability to engage, influence and inspire partners to drive collaboration and alignment.
• Ability to tell a story and deliver difficult messages to senior team members.
• Strong leader with a point of view who is truly inspired to deliver transformational, sustainable solutions that will deliver value to Amex for years to come.

Preferred Qualifications:

• Knowledge of Credit, Collections and Fraud Servicing including Servicing Portals and Case Management will be a plus.
• Ability to tell a story and deliver difficult messages to senior team members.
• Understanding of American Express technology and product development.

Salary Range: $144,250.00 to $256,250.00 annually + bonus + equity (if applicable) + 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 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 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. 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, but not limited to, 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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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.