Director-Digital Product Management

New York City, NY
$150,000-225,000 per year
Permanent
Full-time

13 days ago

At American Express, our culture is built on a 175-year history of innovation, shared 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.How will you make an impact in this role?American Express Global Commercial Services (GCS) enables businesses globally to pay for what they need to grow their businesses. GCS provides a suite of payment and lending products, solutions for travel and everyday business spending, global currency solutions, and business financing.GCS is dedicated to the success of businesses big and small with the vision to be essential to our customers’ businesses every day. As part of GCS Product, the Product Operations team supports operational processes, servicing readiness, customer experience monitoring, controls, and risk governance. We are focused on delivering great product experiences in the right way with the appropriate level of risk and oversight. We partner closely with Control Management in the First Line of Defense.The Director, Product Servicing Strategy & Enablement, will lead a team that is focused on supporting the Corporate & B2B Products, including creating and evolving the servicing strategy to provide a best-in-class experience for all client segments across the solutions and enabling the products to continue to achieve desired growth goals. Additionally, the Director will closely collaborate with several internal (e.g., Global Servicing, Corporate & B2B Product Management and Product Development teams, GCS and AET Operations, etc.) and external partners to ensure a seamless customer experience across all existing solutions, enable servicing readiness for new partners and features, and support escalations.Responsibilities:

Strong relationship management and communication skills, including ability to foster alignment among customers, stakeholders and senior leaders
Develop and drive a forward thinking, comprehensive servicing strategy in partnership with Global Servicing, where customer satisfaction and business impact are prioritized and aligned with the product team business strategy
Lead the operational readiness efforts to ensure all downstream servicing teams have the tools to effectively service product features & processes as they are enabled or enhanced including:

Document requirements for capabilities, training, communications, and controls to enable servicing team success
Continuously track & communicate progression against requirements
Complete post launch evaluation to measure success and identify potential process/product enhancements
Lead stakeholders across the enterprise to monitor and escalate customer issues with products and platforms, ensuring speedy issue resolution
Guide continuous servicing delivery improvement via analysis of customer and servicing data and development of comprehensive reporting
Work with diverse stakeholder teams to define, track, and action servicing goals, objectives, and metrics on-time with high quality
Use strong executive presence to lead discussions, drive innovation and manage priorities within a fast-paced environment
Lead, support, and develop a dynamic, high-performing team

Required Qualifications:

Bachelor’s degree
Ability to provide thought leadership and lead development of strategy with limited guidance
Strong project management experience with the ability to manage multiple projects and workstreams simultaneously
Strong relationship management and communication skills, including ability to foster alignment among customers, stakeholders and senior leaders
Adaptable to continually changing priorities and demonstrate ability to drive creative solutioning
Ability to synthesize and analyze large, complex data sets to develop insights and drive innovative, data driven solutions
Working knowledge of GCS Corporate and B2B products
Experience in leading Servicing strategy, operations, or delivery
Excellent executive presence and presentation skills
Ability to effectively prioritize and drive results with limited resources
Creative and innovative thinker and problem-solver who thrives in ambiguity and evolving strategies
Strong leadership skills with a passion for developing talent to continuously learn and grow
Awareness and understanding of the corporate and B2B payments landscape

Preferred Qualifications:

Advanced degrees (e.g., MBA, MSc) are advantageous
Working with product, risk, and compliance functions and have a knowledgeable understanding of the various risks and regulatory obligations of American Express

Salary Range: $150,000.00 to $225,000.00 annually + bonus + equity (if applicable) + benefitsThe 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 .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.US Job Seekers - Click to view the “ ” poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window:Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions

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