Job Details

Description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let’s lead the way together.

The core of our company is not just the products we offer, but the personal connections our customers have with our brand. You can create digital experiences–from payments to rewards to servicing–that keep us connected to our customers and serve them at every touchpoint. From digital servicing and lifestyle features to secure, frictionless payment options, you can make a meaningful difference in our customers’ lives and help set us apart in the industry. Find your place in digital product on #TeamAmex.

Amex Digital Labs is responsible for catalyzing digital innovation at American Express by originating, incubating, and leading emerging products and partnerships that represent significant business building opportunities both in terms of driving revenue and customer impact. We strive to emphasize creativity, customer centricity, and innovation. Focus areas include crafting industry-leading digital payment & commerce solutions, using our outstanding servicing network and lifestyle assets to build digital experiences, and defining new products and services based on emerging technologies and trends.

The Cross-Product Strategy & Operations team within Amex Digital Labs is responsible for evolving our product foundation to maximize enterprise value, excellence, and efficiency. We do this by driving enterprise stakeholder alignment and prioritization for Labs products, gathering and analyzing data to make business decisions, streamlining workflows and strengthening cross-team collaboration.

We’re looking for a Manager, Digital Servicing to help develop premium servicing solutions for new digital payment and membership products and to lead enhancements for existing products. This person will work with a wide variety of stakeholders across Digital Product Development, Fraud & Credit Risk, Disputes, Operations and Technology teams to put system capabilities and operational processes in place prior to a product launch to effectively and efficiently service our Card Members. This is an exciting opportunity for someone who is passionate about both the CCP experience and the end user customer experience.

How will you make an impact in this role?

• Work with business stakeholders to define the servicing needs and strategy for new digital products

• Implement thorough standards and processes that enable self-service and a product servicing knowledge base for Digital Labs

• Translate business needs to technical feature requirements and support user acceptance testing

• Support the development of operational procedures and training

• Establish methodologies to help monitor and analyze servicing solutions to identify gaps, resolve issues, and develop enhancements

• Gain insights from all customer feedback channels to continuously inform our pipeline of product and process improvements

• Collaborate across different stakeholders to build and develop Card Member communications and FAQs that adhere to Amex’s standards and guidelines

Preferred Qualifications

• Minimum 3-5 years of experience in product development or product operations

• Proactive, solutions-oriented mindset and willing to roll up their sleeves and jump in

• Has a passion for improving workflows and streamlining processes

• Skilled at analyzing complex data and translating findings into clear, actionable insights with strong written and verbal communication to effectively influence decision-makers

• Strong relationship management skills, with a focus on bringing others along

• Ability to pivot and prioritize quickly and support several projects simultaneously.

• Exudes positivity, requires minimal supervision, and has a strong work ethic.

• Experience in working with technical and product development teams is a plus

Qualifications

Salary Range: $90,000.00 to $165,000.00 annually bonus benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries

• Bonus incentives

• 6% Company Match on retirement savings plan

• Free financial coaching and financial well-being support

• Comprehensive medical, dental, vision, life insurance, and disability benefits

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

• 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy

• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site .

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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and the Pay Transparency Policy Statement.

If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

• Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

Job: Product

Primary Location: US-New York-New York

Other Locations: US-Florida-Sunrise, US-Arizona-Phoenix

Schedule Full-time

Req ID: 25004427