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.

Description:

Within GS, the Servicing Product Experiences team is embarking on a pivotal business transformation to make a step-change in our customer engagement experiences across Voice, Chat, Email and other contact channels, leading digital innovation at American Express. We are a center of excellence capabilities team - responsible for building innovative, connected and scalable digital products that drive the best customer experiences every day. The team is responsible for devising and implementing cross-GSG strategies that deliver on our key goals of elevating the customer experience, improving operational efficiency, and supporting enterprise growth.

Our Contact Center as a Service (CCaaS) program will transform customer experiences and drive our move to Cloud in GS customer journeys.

We are seeking an execution-focused Director of CCaaS Transformation, Contact Management, to lead our transition from legacy contact center products to a modern, cloud-native Contact Centre platform (CCaaS). This is a high-impact, strategic role responsible for the delivery of a multi-year program that will redefine how we interact with our customers.

This role will own the delivery of the roadmap, lead the product delivery team, and ensure the successful implementation of a scalable, intelligent and omni-channel customer experience solution. The ideal candidate will demonstrate strong leadership, a proven record of product management, operating within a matrixed servicing environment, influencing stakeholders and executing complex initiatives in partnership with strategy, technology teams and operations.

This is an exciting time to join the team. We are seeking a high energy, solution-oriented team player to own and drive our product strategy and delivery in these critical areas. Join us. 

Job Responsibilities:

•      Implement the delivery roadmap for the enterprise-wide, global CCaaS transformation

•      Efficiently and transparently deliver against global, cross-functional demand

•      Prioritize and implement the roadmap, balancing needs and requirements of multiple stakeholders

•      Oversee the quality and testing of the delivery, including Quality Assurance, Product Testing and Post Implementation Reviews

•      Define and deliver against success criteria for the transformation

•      Work with existing applications and partners to ensure optimized performance and issue resolution  

•      Act as a champion of the user experience, optimizing capabilities to enable the best customer experience, every day

•      Building a strong working relationship with Business Partners and key stakeholders
  

Minimum Qualifications:

•      Strategic, innovative thinker with a successful track record of problem solving, driving results and constructively challenging the status quo working on complex solutions is essential

•      Strong delivery and execution of strategic projects which requires adept stakeholder & partner management, ability to identify, influence and drive focus on critical items 

•      Ability to influence peers and partners on strategic projects

•      Proven ability to quickly adjust to shifting prio