Manager-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.

The Global Servicing (GS) Automation team sits within the Servicing Capabilities and Innovation (SC&I) team within Global Servicing’s Global Support Enablement and Controls (GSEC) organization. The GS Automation Team collaborates to design, build, and implement process automation for global servicing processes while leading the day to day of our production digital workforce. Our aim is to build an intelligent automation ecosystem that transforms and elevates how we service our customers and colleagues through both traditional and advanced automation tools and capabilities such as API integration, Robotic Process Automation, Human-in-the-loop, Process Intelligence, Generative AI, and Agentic AI

The Automation Operations Enablement team is driving a step change in how we work — harnessing digital, intelligent, and agentic automation to deliver better experiences for our colleagues, customers, and partners. Our Digital Operations team serves as the heartbeat of automation production: ensuring automations run smoothly, resolving issues in real time, and shaping the roadmap for tools that make operator workflows easier and more transparent. Digital Operations connects Technology and Business teams to drive automation reliability, transparency, and innovation. We don’t just monitor automations — we help build the ecosystem that makes them smarter, safer, and more impactful.

We’re looking for curious, collaborative, and forward-thinking people who are comfortable with both operational discipline and innovation. Whether you’re experienced with traditional BPMN and RPA automations or exploring the power of AI and Agentic systems, you’ll help us evolve how automation supports AMEX’s mission to back our customers and colleagues every step of the way.  

If you’re passionate about blending  operations, technology, and innovation  — and you want to shape the future of digital operations — this is the place to do it.

How will you make an impact in this role?

The Manager - Digital Product Mgmt will lead the Digital Operations team overseeing AMEX’s end-to-end automation ecosystem. You’ll ensure the smooth running of automations across production environments, while driving the product roadmap of our automation platform to support varying automation capabilities — from BPMN and RPA to advanced Agentic systems that leverage AI to rethink operations.

This is a  thought-leadership role  at the intersection of operations, technology, and innovation. You’ll balance operational rigor with creative problem-solving — ensuring stability today while shaping how AMEX automates for tomorrow.

Key Responsibilities

· Build positive relationships with business partners and the broader team.

· Manage different priorities at same time, take decisions and manage production issues.

· Manage critical customer relationships across Global Servicing Functions, technology, compliance, and capabilities partners.

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  Lead a global team managing production monitoring, alert triage, ticketing, and stakeholder communications.
  
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  Own incident response, escalation, and root cause resolution with Technology and Operations partners.
  
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  Govern the transition of automations from delivery to production, maintaining readiness standards and handover checklists.
  
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  Oversee SLA, control, and performance reporting; provide transparency through regular communications.
  
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  Drive the Digital Operations Product roadmap — providing business requirements for developing internal tools, dashboards, and data models to simplify operator oversight.
  
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  Act as a thought leader on intelligent operations — introducing new approaches that minimize disruption, improve transparency, and enhance customer and colleague experience.
  
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  Represent automation production management in governance forums, audits, and strategic planning.
  

What We’re Looking For

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  Strong interpersonal skills with the ability to handle multiple high-priority deliverables working to timelines across multiple stakeholders.
  
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  Experience of working with a broad range of business partners
  
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  Successfully get results within a matrixed organization.
  
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  Ability to drive teamwork to overcome obstacles, resolve complex problems with efficiency to drive quality results.
  
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  Ability to challenge the status quo to drive innovation and change
  
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  Proven experience leading, developing, and inspiring a global team
  
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  5+ years of experience in automation, production operations, or technology transformation.
  
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  Proven leadership experience managing cross-functional teams or programs.
  
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  Expertise in one or more automation technologies (RPA, BPMN, Workflow, API, or AI/Agentic automation).
  
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  Strong communication, governance, and change management skills.
  
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  A track record of innovation — designing or implementing automation solutions that transformed operational processes.
  
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  A passion for leading disruption that makes work smarter, faster, and more human-centered.
  

• Competitive base salaries 
• Bonus incentives 
• Support for financial-well-being and retirement 
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• Generous paid parental leave policies (depending on your location) 
• 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