Director - Digital Product Management (Quality Assurance)

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.

How will you make an impact in this role?

Membership Portfolio Services, within our US Consumer Services Business, is responsible for developing and scaling several growing businesses that are strategically important to American Express. We are developing unique and differentiated ways to strengthen the Membership Model across Amex Offers, Advertising, Dining and Marketing Technology.

The Enterprise Comms & MarTech Experiences (ECMX) team is a global organization that sits within Membership Portfolio Services (MPS). It is American Express' marketing services center of excellence with the charter of powering high quality, efficient, user-centric digital marketing experiences that accelerate business growth through optimized enterprise MarTech & MarOps solutions.

You will be joining ECMX's Global Servicing Product Delivery and Operations organization, focused on providing frictionless, flexible, and flawless omnichannel servicing experience. This is achieved through streamlining, scaling, and transforming operations with greater efficiency, agility, quality, and speed.

Reporting to the Vice President, this new role will be responsible for servicing communications testing.

Responsibilities

• Strategy and planning: Develop and implement comprehensive testing strategies and plans to ensure product quality and coverage
• Team leadership: Manage, mentor, and guide a team of testers and quality assurance specialists, including performance evaluations and professional development
• Process and standards: Establish and enforce quality assurance standards, processes, and methodologies across the organization
• Collaboration: Work closely with development, product management, and other teams to define quality objectives and ensure requirements are met
• Metrics and reporting: Define and track key metrics (like defect density and test coverage) to monitor product quality and team performance, and provide insights to stakeholders
• Defect management: Oversee the identification, analysis, and timely resolution of defects and issues
• Tools and automation: Evaluate and adopt new testing tools and technologies, and drive the adoption of automation to increase efficiency
• Compliance and risk: Ensure the testing process complies with all relevant regulations and industry guidelines
• Customer focus: Gather and incorporate customer feedback to improve product quality and performance

Required skills

• Strong leadership and team-building skills
• In-depth knowledge of testing methodologies, tools, and automation
• Excellent communication and collaboration abilities
• Strong analytical and problem-solving skills
• Strategic thinking and planning capabilities
• Familiarity with the company's products, services, and market

Qualifications

• A minimum of 10-15 years of experience in software testing and quality assurance
• A minimum of 7+ years in a leadership or management role
• Proven experience building and scaling QA functions, and a track record of implementing successful QA strategies
• Deep knowledge of various testing methodologies, including functional, regression, performance, and security testing
• Proficiency with test automation tools and frameworks (e.g., Selenium, JUnit)
• Familiarity with defect tracking and test management tools (e.g., Jira, TestRail)
• Strong understanding of software development methodologies like Agile, Scrum, or DevOps

Experience

• Proven track record of driving results in a fast-paced environment often with significant ambiguity and needing to make decisions with less than perfect information
• Excellent communication and influence management skills with a demonstrated ability to engage, influence, and encourage partners and stakeholders to drive collaboration and alignment.
• Ability to think innovatively and challenge the status quo.
• Experience leading and inspiring large-scale cross-functional projects & teams that deliver enterprise wins.
   

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.