Associate Product Manager - Digital Workplace

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With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities, and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

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.

Join #TeamAmex and let's lead the way together.

As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customers' digital lives. Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems. American Express offers a range of opportunities to work with the latest technologies and encourages you to back the broader engineering community through open source. And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development. Find your place in technology of #TeamAmex.

Overview:

Are you a technologist with a passion for customer service?

Do you enjoy and designing new and innovative products?

Are you ready to transform the technology support experience?

We are looking for an Associate Product Manager who will help us reinvent how our colleagues fulfill their technology needs while modernizing the support experience. You will be an integral member of a strategy team, helping provide insights on customer behavior and preferences while executing on organizational-wide global initiatives. Join us as we create a superior digital experience for our colleagues by delivering unparalleled support. We are looking for someone who can think strategically while consistently delivering incremental improvements to our global servicing experience.

Responsibilities may include but are not limited to the following:

• Will work to define the ongoing strategy for our ~400 colleague organization that provides technology support for all American Express colleagues worldwide.
• Communicate strategic vision, execution plans, and status with key collaborators and senior management.
• Will have a forward looking "growth mindset" with a focus on technology trends and emerging customer service industry best practices (examples: chatbots, automation and preemptive healing). Will evaluate new opportunities to ensure that Amex is continuously optimizing our strategy and delivering best in class services.
• Develops a strong rapport with service delivery leaders, product managers, engineers, and other key stakeholders to identify and drive best practices, process, and technology improvements, and roll out new servicing capabilities. Will work to drive process consistency across global teams and ensure that initiatives are adopted by all.
• Will utilize excellent judgment in balancing the prioritization of strategic projects and drive forward the initiatives that maximize customer value and deliver operational excellence.
• Meet regularly with colleagues to deeply understand user needs and preferences and obtain feedback that will ultimately drive the prioritization and roadmap of key initiatives.
• Define a set of KPIs to measure colleague engagement, service performance, customer satisfaction and business impact. Data will facilitate decision making and evangelize, position, and communicate the benefits of the services we provide.
• Provide insights on customer satisfaction, behavior, and preferences by continuously measuring user sentiment across all services. Will ensure that appropriate sentiment monitoring tools are in place.
• Will work to drive a self-help culture at American Express.
• Will maintain and refine the product backlog, mapping user stories to the needs of the end customer, while prioritizing for business value.
• You will support the definition and creation of the product vision, roadmap, release plan and overall user experience.

Qualifications:

• Bachelor's Degree in business, computer science, software engineering or a related field.
• 2+ years of experience in strategic planning, consulting, product management, or business process reengineering.
• Strategic thinker with a strong customer orientation and passion for understanding and solving customers' needs. Proven experience translating customer insights into tangible deliverables.
• A proven self-starter with the ability to manage multiple priorities and projects.
• Excellent written and verbal communication skills. Will create and deliver presentations that have impact to influence colleagues and leaders across the organization.
• Prior leadership experience in an operations environment, production support, or customer service is preferred but not required.
• Strong data and analytical skills with the ability to identify underperforming areas and opportunities for improvement. Familiarity with reporting/analytical applications such as Excel, Tableau, and Power BI.
• Will have a forward looking "growth mindset" with a focus on emerging customer service industry trends and technologies.
• Ability to think strategically while consistently delivering incremental improvements to our global servicing experience.
• Candidate is expected to possess a strong understanding of customer servicing strategies, support channels (phone/chat/in-person/Chatbot) and related technical and business processes.
• Experience with business process reengineering is strongly preferred with the ability to challenge the status quo and drive creative ideas and solutions.
• Proven experience in data analysis and analytical decision-making
• Understanding of rapid and iterative development frameworks and familiarity with reporting/analytical applications such as MS Excel, Tableau, and/ or PowerBI

Salary Range: $60,000.00 to $110,000.00 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.

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, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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