Director-Digital Product Management

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