Sr Manager- Product Development

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible - and we're proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. 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.

The Global Services Group (GSG) at American Express delivers extraordinary customer care to Cardmembers and Merchants around the world, while providing world-class credit, collections and fraud services, and driving revenue growth for the company. The GSG Capabilities Team is a global team of product professionals leading the product strategy, roadmap and delivery for the suite of capabilities used by Colleagues and Customers that touch our Servicing Network. We are responsible for empowering our Colleagues with tools and solutions needed to drive engagement and satisfaction with our Customers, recognize and solve their needs with ease.

We are seeking a highly motivated Sr. Product Manager who is ready to put the customer first , demonstrate exemplary end-to-end customer journeys understanding and design experiences/products that people shouild fall in love with.

As part of Merchant Servicing Capabilities, this person will collaborate across the business to craft drive and execute the product roadmap for our next generation merchant servicing product capabilities.

The person in this role is expected to look externally to identify best-in-class experiences, map and understand end-to-end customer journeys and opportunities for improvement, and define and prioritize a roadmap of features and enhancements to improve the customer experience and drive business value. The product owner will participate actively in all phases of the development process with the Engineering team, designers and architects to deliver the right user experience, and with partners from other lines of business and Operations leaders to ensure proper operational readiness and change management for new features and enhancements.

Merchant Servicing Product Manager/Product Ownerwill be responsible for:

• Driving and Supporting projects and strategies that would enhance our Merchant experience journeys within servicing
• Driving and Supporting initiatives that enhance and optimize the next generation capabilities that will enhance customer & colleague experience
• Using data and analytics to identify new and innovative ideas and enhancements that improve platform and existing processes
• Taking these ideas from validated hypotheses to executed opportunities by driving projects/initiatives associated with these ideas
• Successfully manage multiple projects and tasks concurrently.
• Effectively collaborate/influence at all levels without having direct authority.
• Support development of appropriate tracking and reporting to track product performance post launch in order to evaluate future investment.
• Leadership Updates and timely updates to Stake holders

Qualifications:

Experience as a Product Manager or Business Architect is essential; PO/PM Accreditation preferred

Minimum of 5-7 years of professional experience working across product development and engineering teams

Scrum Master and / or SAFE Product Owner Certification required

Technical Expertise: Facilitate / Engage technical discussion for product solutions. Proficient in the use of productivity tools necessary to capture requirements documents like JIRA, Rally, Confluence etc.

Good balance of technical knowledge and business acumen with a proven track record of driving digital innovation and business metrics with a customer-first mindset

Expert in gathering and understanding business and user needs, creating information architecture diagrams and user flows, building detailed wireframes, high & low fidelity prototypes and the creation of new concepts.

Ability to define Roadmaps from Customer research

Ability to break-down a complex problem into components, and provide recommendations with transparency and integrity

Strong understanding of APIs and SDKs, and reusable components as elements of a technology platform offering

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law. Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

The health and safety of our colleagues is our priority. Accordingly, upon hire, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series, (i.e., 2 doses for Moderna/Pfizer and 1 dose for J&J) to work in or visit any of our offices. This requirement is subject to legally required accommodations.

On day one, you must complete the vaccination status form via an American Express app or web portal regardless of your location. We are collecting this information for the health and safety of our workplace. Your personal data will be used only for this purpose, in accordance with applicable privacy, data protection or other laws.

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