Manager-digital Product Management

At American Express our culture is built on a 175-year history of innovation shared 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 Lead a global team managing production monitoring alert triage ticketing and stakeholder communications Own incident response escalation and root cause resolution with Technology and Operations partners Govern the transition of automations from delivery to production maintaining readiness standards and handover checklists Oversee SLA control and performance reporting provide transparency through regular communications Drive the Digital Operations Product roadmap - providing business requirements for developing internal tools dashboards and data models to simplify operator oversight Act as a thought leader on intelligent operations - introducing new approaches that minimize disruption improve transparency and enhance customer and colleague experience Represent automation production management in governance forums audits and strategic planning What We re Looking For Strong interpersonal skills with the ability to handle multiple high-priority deliverables working to timelines across multiple stakeholders Experience of working with a broad range of business partners Successfully get results within a matrixed organization Ability to drive teamwork to overcome obstacles resolve complex problems with efficiency to drive quality results Ability to challenge the status quo to drive innovation and change Proven experience leading developing and inspiring a global team 5 years of experience in automation production operations or technology transformation Proven leadership experience managing cross-functional teams or programs Expertise in one or more automation technologies RPA BPMN Workflow API or AI Agentic automation Strong communication governance and change management skills A track record of innovation - designing or implementing automation solutions that transformed operational processes A passion for leading disruption that makes work smarter faster and more human-centered We back you with benefits that support your holistic well-being so you can be and deliver your best This means caring for you and your loved ones physical financial and mental health as well as providing the flexibility you need to thrive personally and professionally 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 American Express is an equal opportunity employer and makes employment decisions without regard to race color religion sex sexual orientation gender identity national origin veteran status disability status age or any other status protected by law Offer of employment with American Express is conditioned upon the successful completion of a background verification check subject to applicable laws and regulations