Director Product Management

You Lead the Way. We've Got Your Back.

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 Team Amex and let's lead the way together.

As a brand built on going above and beyond to provide the best customer experience, having the most outstanding colleagues is paramount. As the face of the company, you can build positive interactions with our customers every day-from curating an outstanding 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 best-in-class, customer-first service. Find your place in service on #TeamAmex.

How will you make an impact in this role?

This exciting role is part of the Global Servicing Group within American Express. This team leads product development, design and deployment of various software and hardware products used internally by our Credit Specialists to provide outstanding service and account management to our customer to achieve their goals. In this role you will own end-to-end Product leadership and lean portfolio management responsibility for new Credit & Collections Capabilities Transformation initiatives, in partnership with Credit & Fraud Risk, Strategy, Technology and other key collaborators.

The role has overall leadership of the modernization and improvement of existing credit and collections solutions, over the next 3+ years. This initiative is one of the big bets for American Express and is very significant for providing flexibility in solutions to prepare for changing needs in the Credit space globally.

The role will be responsible for setting strategy, helping our business focus on outcomes, defining roadmaps for capabilities and features to deliver on those outcomes and crafting a modern customer and user experience design for a new portfolio and case management solution used across every market and line of business in the company.

This role will lead a team of Product Owners, Product Managers, Analysts and User Experience authorities. Key goals include:

• Deliver a new user experience to our servicing specialists along with a modernized credit case management system, new lean case management, new inventory management platform, along with flexible business rules and workflow engine
• Lead the long-term strategic direction, prioritization, user experience design concepts and templates, business architecture creation, backlog, etc.
• Define new product capabilities and features, and enabler/non-functional needs
• Use the Agile SAFe framework and Business Enterprise Agility strategic patterns and approach - and be an authority of cultural change across the organization
• Work with central and local market cross-functional teams to ensure designs meet market needs and adhere to local regulatory, compliance and risk requirements
• Develop global capabilities and features that can be deployed locally
• Automate existing processes in new platforms and capabilities, challenging status quo and building in flexibility
• Launch and lead the product upon release to Specialists, Customer Care Representatives, and Customers - including training, documentation, organizational change, defect management, etc.
• Acquire 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
• Knowledge of Global Servicing Group, Credit & Fraud Risk, Credit, Collections, or at the least Servicing Portals and Case Management
• Understanding of American Express technology and product development
• Servant leader qualities, who can build follow-ship, mentor, empower and remove barriers for their colleagues
• Believes in and knows how to create a culture where colleagues deliver safer, faster, better products and are happier doing so
• Naturally curious and with an appetite for know how things work and solve problems
• Able to negotiate with collaborators and partners to remove obstacles
• Highly organized, taking individual initiative and accountability for getting results
• Passion for products, user experience design and technology
• Excellent interpersonal 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 partners
• Strong leader with vision who is truly inspired to deliver transformational, sustainable solutions that will deliver value to Amex for years to come

Salary Range: $145,000.00 to $230,000.00 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.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

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.

US Job Seekers/Employees - Click here to view the "Know Your Rights" poster and supplement and the Pay Transparency Policy Statement.

If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.