Director – Digital Merchant Experience

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.

It begins with a Card Member using an American Express Card at one of our millions of proprietary Merchants around the world.  Processing that transaction and getting the merchant paid is then up to us. The Acquirer Digital Product & Capability team is at the heart of the proprietary transaction process.  We power billions of transactions resulting in merchants being paid and continuing to welcome American Express cardmembers and their cards. 

One of the key focus areas is dedicated to helping American Express leverage enterprise-wide capabilities and assets to strengthen our integrated network and become and essential part of our customers’ digital lives. The Director of Digital Product Management will lead a cross-functional, agile product team responsible for delivering the servicing experiences that Merchants leverage to manage their Amex relationship. The Director will be integral to transforming experiences and capabilities such as Account Services, API integration and Identity.  This is an evolving space ad offers an exciting opportunity to enable a strategic roadmap that serves to back our merchants through effective and engaging digital products.

As part of a broader team that enables the payment and pricing capabilities, you will product strategy and delivery of solutions to merchants and partners around the world. The success of the role will depend on your ability to lead a team delivering global capabilities, to understand and drive appropriate business architecture, to question and challenge demand through validated business benefit, and have a strong focus on detail. 

You will work among high performing product, process, and engineering teams. You will have a passion for both technology and business strategy and an eye on industry trends. Working with our partners you will develop Capability roadmaps and prioritize features that optimize shareholder value while solving customer problems. You will enjoy being challenged in a fun, collaborative, diverse, and inclusive team environment.

Does this sound like you?

Key Job Responsibilities:

• Lead and motivate a team of Product Owners to deliver and continuously optimize solutions.
• Continuously engage with our Global Merchant, Network and Technology teams to maintain product transparency, build trust, and address concerns and challenges through defined Product roadmaps, backlogs, and delivery. 
• Partner across teams to define product outcomes with clear metrics and targets for the product segment to deliver customer value while making appropriate trade-offs with schedule and capacity usage.
• Consistently manage relationships with Servicing and Client management while delivering against the defined roadmaps.
• Lead self-servicing transformation to modernize the digital experience by anticipating and adapting to evolving merchant servicing needs
• Partner closely with the user research and analytics team to integrate customer feedback and user metrics into product strategies.

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  American Express

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