Job Details

Description

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?

American Express entered the travel agency business in 1915 and today is one of the world’s largest luxury travel and lifestyle service networks. The Travel & Lifestyle Services (TLS) business provides exclusive access, differentiated value, extraordinary service, and unrivaled expertise to premium Card Members seeking leisure or business travel, as well as a variety of lifestyle services.

The Director- Digital Travel Product Management will lead end-to-end production operations for Amex Travel platforms serving customers across 22 countries. This leader oversees a globally distributed team across the US, UK, and India and is accountable for the reliability, operational governance, and continuous improvement of a complex, customer-impacting production ecosystem.

This role extends beyond operational stewardship. The Director will architect and execute a phased evolution of the Global Operations Support model — strengthening reliability outcomes, modernizing support practices, and elevating organizational capability to meet the demands of a dynamic, global travel platform.

Partnering closely with Product, Technology, and external partners, this leader will help shape the long-term operational strategy that underpins Travel & Lifestyle growth. The role requires balancing near-term production excellence with longer-term transformation, influencing across a matrixed environment, and building a high-performing global organization prepared for scale.

Responsibilities include:

• Lead end-to-end production operations across 22 markets, strengthening incident governance, root cause discipline, and operational controls to improve reliability and resolution effectiveness

• Drive major incident response with clear communication and executive composure, while establishing robust operational health reporting and performance insights

• Define and execute a phased, multi-year roadmap to modernize Global Operations Support and elevate operational maturity across monitoring, incident, knowledge, and SLA management

• Strengthen roles, accountability, and governance across internal teams and external partners, delivering measurable improvements aligned to organizational readiness

• Lead and develop a distributed global team, fostering a culture of ownership, collaboration, and continuous improvement

• Build leadership capability and succession depth while enhancing engagement and overall operational effectiveness

• Serve as the primary accountability point for Global Operations Support, partnering with Product and Technology to align reliability strategy with the product roadmap

• Influence stakeholders and external partners to balance urgency with sustainable delivery, reinforcing strong governance and performance standards

Minimum Qualifications:

• 10 years in production operations, technology operations, service management, or related fields

• Experience leading global, distributed teams

• Demonstrated ability to drive measurable operational improvement in complex environments

• Strong stakeholder management and executive communication skills

• Solid understanding of incident management lifecycle and monitoring ecosystems

• Vendor-supported platform experience preferred

• Travel ecosystem familiarity a plus

Qualifications

Salary Range: $144,250.00 to $256,250.00 annually bonus equity (if applicable) 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 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

• 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.

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Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws, American Express may provide visa sponsorship for certain positions.

Job: Travel

Primary Location: US-Arizona-Phoenix

Other Locations: US-New York-New York, US-Florida-Sunrise

Schedule Full-time

Req ID: 26004534