Senior Design Manager - Design Operations, GMNS

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.

About Network & Acquirer Solutions:
As part of the Global Merchant & Network Services group (GMNS), the Network & Acquirer Solutions (NAS) team is at the core of American Express, uniquely positioned to support every business unit and customer across the Enterprise. The American Express Network enables over $1.6 trillion in annual spend, serving our Issuers and Acquirers in more than 170 markets worldwide. We are driving a strategic, multi-year transformation of our Acquiring ecosystem - Acquirer Platform Transformation (APT) - which will enable us to develop innovative products, services, and solutions that will anticipate our future merchant and acquiring partners needs. This is a strategic priority for GMNS as it becomes increasingly important that we stay competitive with the rise of intermediaries, are able to quickly adapt to an ever-changing regulatory environment and are developing strong value-added services that deepen the relationships with our acquiring customers.

We are seeking a Senior Design Manager - Design Ops to join the Global Merchant & Network Services (GMNS) Design Team. The GMNS Design Team is focused on creating and improving digital experiences for Merchant and Network customers. This role is a unique opportunity for a passionate, driven individual to champion design and research operations as the first full-time design ops hire in GMNS. As the operational backbone of the design org, you’ll partner closely with design, product, engineering, and business leaders to drive clarity, efficiency, and alignment across the team and our initiatives.

How will you make an impact in this role? (Job Responsibilities)

• Build a design and research ops program as the first ops manager on the Global Merchant & Network Services (GMNS) Design team  

• Evolve tools and processes to enable standard methodologies across the team 

• Track key design and research deliverables and ensure larger products and design roadmaps are aligned and on time 

• Establish and nurture cross-functional relationships to capture insights, align on business needs and deliver value, ultimately ensuring success across projects and programs 

• Routinely inform leadership/peer decision making and operational priority 

• Make informed recommendations that shape organizational strategy, programs, measurement, ways of working, and partnerships 

• Monitor and maintain research participant information for UX Research recruitment 

• Monitor and track accessibility assessment findings through remediation 

Qualifications

• 5+ years of experience in d