Director-Digital Product Management - job 2 of 4

At American Express, our culture is built on a 175-year history of innovation, shared values 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.

This transformational 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 superior 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 stakeholders.

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

The role will be responsible for creating strategy, helping our business focus on outcomes, defining roadmaps for capabilities and features to deliver on those outcomes and creating 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 experts.

Key goals and responsibilities 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
• Utilize the Agile SAFe framework and Business Enterprise Agility strategic patterns and mindset – and be a leader 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 manage the product upon release to Specialists, Customer Care Representatives, and Customers – including training, documentation, change management, defect management, etc.
• Obtain 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 least Servicing Portals and Case Management.
• Understanding of American Express technology and product development.
• Servant leader qualities, who can create follow-ship, coach, motivate 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 hungry to know how things work and solve problems.
• Able to negotiate with stakeholders and partners to remove obstacles.
• Highly organized, taking individual initiative and accountability for getting results.
• Passion for products, user experience design and technology.
• Excellent communication 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 stakeholders.
• Strong thought leader who is truly inspired to deliver transformational, sustainable solutions that will deliver value to Amex for years to come.

Preferred Qualifications: 

• Knowledge of credit risk servicing. 
• People leadership experience. 
• Experience with leader large transformational projects. 

Salary Range: $150,000.00 to $225,000.00 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.

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 Colleague Benefits Site.

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.

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