Senior Manager - Digital Product Management

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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 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.

The Strategy Transformation and Capabilities team supports the Global Services Group and the company as a whole by owning the strategy development, process design & engineering and product support for all GSG servicing and credit functions.

The team devises and implements strategies that deliver on our key goals of the best customer experience, improving operational efficiency, driving revenue, and minimizing operational risk.

We seek a highly motivated, end-to-end Senior Product Manager who thrives in a fast-paced environment. The selected individual will join the GDM product organization and will help craft best in class disputes and fraud experience for our customers, merchants and customer care professionals.

This individual will help carve the next generation platform strategy thereby influencing the roadmap as well as the long-term product strategy runway.

This Senior Product Manager will be responsible for all aspects of product strategy, from ideation to implementation, as well as overall program management to ensure the effective execution of multiple project priorities that enable best in class servicing in the industry.

The individual should have a passion for technology, a clear focus on the customer journey, strong communication skills, and the ability to provide clarity and direction across teams.

How will you make an impact in this role?

This role is responsible for leading product management for the Dispute and Fraud Experience strategy within the enterprise.

The role is for a Sr Product Manager for Global Disputes Management (GDM)

• Leading initiatives as an end-to-end product manager designing the right product concept, identifying capabilities, defining business requirements based on customer value propositions and journeys
• Providing vision and direction on priorities to the Agile delivery teams and connecting stakeholders
• Collaborating with key product, proposition, Business Architecture, technology & operations stakeholders to define product strategies and vision to bring them on the Disputes and Fraud Journey
• Understanding the needs of our partners, follow competitor developments and digital trends to identify growth opportunities to bring value to our customers
• Regularly tracking and maintaining KPIs (Key Performance Indicators) and project statuses. Preparing and presenting progress updates for senior leadership with confidence and honesty
• Analyze the end-to-end customer journey to identify gaps in available services and data availability, and recognize similarities in experiences across product lines
• Defines the business solution - global, standard and flexible business capabilities that are well documented, meet compliance requirements and rapidly adapt to changing business needs
• Acts with transparency using various channels of communication to speed up decision making, mitigate issues, promote healthy dialog, give / receive feedback, foster partnership across all levels of stakeholders

Minimum Qualifications

• 5+ years of proven experience working within product development, with a track record of delivering results
• Bachelor's degree in Computer Science, Product Management / Design, or other related discipline
• Understanding of the Financial Services card network operations, disputes and fraud lifecycles, card issuing, merchant acquiring or processing will be a plus
• Proven track record handling complexity in large multi-workstream initiatives and translating business and customer needs into strategic roadmaps
• Understanding of tech and product development processes, known as a businessperson who can talk tech.
• Ability to reconcile competing needs across customers, stakeholders, and partners; gather the information, assess tradeoffs and risks, gain buy-in, make an informed decision, and support that decision with compelling evidence
• Curiosity and hunger to know how things work and ability to use that knowledge to make connections and find opportunities, with an entrepreneurial mindset
• Detail oriented, able to identify key questions, and assess how pieces of the puzzle interact and affect the overall project
• Solid project management skills with the ability to juggle multiple priorities simultaneously in a fast-paced environment
• Ability to convey complex, technical subject matter in a clear and straightforward manner; demonstrated ability to effectively communicate through written and oral presentations with all levels of the organization

Preferred Qualifications

• Basic understanding of advanced analytics / AI-ML techniques and they can be leveraged in a product will be a plus
• Master's degree in computer science, preferred

Salary Range : $90,000.00 to $165,000.00 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.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include :

• 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
30+ days ago