American Express—Senior Manager-Digital Product Ops

Job description

Description: The Enterprise Technology Services organization partners with every part of the American Express business to power the company’s growth and innovation with trust and efficiency, and drive competitive differentiation with speed. We support the delivery and operations of technology, digital, and data capabilities, platforms, and services globally. Specifically, our team is responsible for the company’s technology engineering, architecture, and infrastructure, providing 24x7 support to ensure an uninterrupted, high-quality experience for customers and colleagues. We also provide product management for core enterprise platforms, and lead technology risk and information security, enterprise data governance and platforms, digital product and design, and enterprise AI platforms on behalf of the company Requirements: Minimum Qualifications - Bachelor's degree in Business, Engineering, Computer Science, Economics, Statistics, or a related discipline. - 8–12 years of experience in Product Operations, Product Analytics, Product Management, Strategy, Consulting, or Business Operations. - Demonstrated experience supporting digital products in a technology-driven organization. - Strong analytical skills with experience using SQL and modern BI platforms such as Tableau, Power BI, or Looker. - Experience defining KPIs, OKRs, product scorecards, and executive reporting. - Proven ability to influence cross-functional stakeholders without direct authority. - Excellent communication, presentation, and executive stakeholder management skills. - Strong program management and organizational skills with the ability to manage multiple priorities. Preferred Qualifications - MBA or Master's degree in a relevant field. - Experience working in Salesforce Sales Cloud, CRMA, other sales domain tools. - Familiarity with Agile product development and product operating models. - Experience with experimentation frameworks and product analytics platforms such as CRMA, Mixpanel, Value Analytics. - Working knowledge of Python or R for advanced analytics is a plus. - Experience with JIRA, Confluence or similar product management tools. - Understanding of AI/ML-enabled product measurement and operational reporting. Leadership Competencies The successful candidate will demonstrate: - Strong customer-first mindset with an obsession for improving customer outcomes. - Ability to influence and build alignment across diverse stakeholders. - Strategic thinking balanced with operational execution. - Data-driven decision making supported by rigorous analysis. - Ownership mentality with a focus on continuous improvement. - Exceptional collaboration across Product, Technology, Risk, Compliance, Finance, and Business teams. - Ability to thrive in a fast-paced, matrixed organization. Success Measures Within this role, success will be measured by: - Improved product delivery predictability and operational efficiency. - Increased adoption of standardized product operating processes. - Executive visibility through accurate and timely product performance reporting. - Actionable insights that drive measurable customer and business impact. - Strong stakeholder satisfaction across Product, Engineering, and Business partners. - Continuous improvement in product health metrics, customer engagement, and portfolio performance. This role is ideal for a leader who enjoys combining strategy, operational excellence, and advanced analytics to help product teams build exceptional customer experiences while driving measurable business outcomes at scale. Responsibilities: Key Responsibilities Product Operations - Build and manage the operating model that supports multiple product teams across planning, execution, and delivery. - Define and monitor product health metrics, OKRs, KPIs, and executive dashboards. - Standardize product management processes, documentation, and best practices across teams. - Partner with Product Managers, Engineering, Design, Risk, Compliance, and Business stakeholders to improve execution efficiency. - Identify operational bottlenecks and implement scalable process improvements using automation and workflow optimization. - Lead governance forums, product reviews, and portfolio health assessments. - Establish and lead a team of 2-3 Product Ops analysts to execute the Issue Management, Risk Management and Knowledge Management portfolios. Product Analytics - Develop measurement frameworks to evaluate product performance across customer adoption, engagement, operational efficiency, and financial impact. - Partner with Data Science, Analytics, and Engineering teams to define tracking requirements and ensure high-quality product instrumentation. - Analyze customer behavior, funnel performance, and feature adoption to generate actionable recommendations. - Build executive-level dashboards and reporting using BI tools to communicate product performance. - Support experimentation through A/B testing, hypothesis development, and post-launch impact analysis. - Translate complex analytical findings into clear business recommendations for senior leadership. Strategic Initiatives - Drive cross-functional initiatives that improve product delivery, governance, and customer outcomes. - Support investment decisions through business case development and ROI analysis. - Champion a data-driven culture across the Product organization. - Mentor Product Operations and Analytics team members while helping establish organizational best practices.