Manager - Digital Product Management - eCRMS

At American Express, our culture is built on a 175-year history of innovation, sharedvaluesand 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.

Joining Amex Tech means discovering and shaping your contribution to something big. Here, you can work alongside talented tech teams and build a unique career with the Powerful Backing of American Express. With a range of opportunities to work with the latest technologies, and a commitment to back the broader engineering community through open source, our mission is to power your success. Because Amex Tech is powered by our technology, our culture, and our colleagues.

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. 

The Enterprise CRM Solutions team was created in 2024 as part of the company’s Framework for Winning. Core to our purpose is reimagining the platform solution-delivery model to dramatically improve our strategic agility, speed to market, effectiveness of delivery and transparency. The Enterprise Customer Relationship Management Solutions (ECRMS) team creates solutions for the Sales and Customer Domain via respective platforms by harnessing the power of Data, Machine Learning, and Artificial Intelligence to offer powerful selling and re-selling engines to acquire new clients and expand existing client relationships for Sales, Account Development, and Marketers across the Enterprise. 

We are looking for a Product Manager for MerchantForce, the Salesforce CRM platform primarily supporting Global Merchant Services for American Express. The Product Manager will collaborate with stakeholders, users and partners to support and help create a compelling product vision, strategy and roadmap, and drive products and features from concept to launch in a fast-paced environment. The Product Manager has responsibility for decision making and prioritization for their products, working with marketing, design, engineering, and servicing leaders to convert the product vision and strategy into a well-managed product roadmap with an iterative release cycle with the customer in mind.

The Product Manager will also be key to how we constantly improve and iterate on our capabilities, serving as a key bridge - listening to our users - to help our teams iterate, test, and learn. We are looking for someone who is deeply inquisitive, enjoys creative problem solving, pays attention to details, and has an entrepreneurial mindset and a maniacal focus on driving results.

Responsibilities:

• Interacting with customers across the Blue Box, primarily within the Commercial and Merchant Sales and Account Development organizations, to identify needs, opportunities, and gaps, and solve problems.
• Be a loud voice for the user, working with product teams to identify and articulate feature enhancements critical to driving improvements in future iterations.
• Enabling analytics-driven decision making to evolve products and usage and own the metrics, e.g., leads generated and worked, opportunities closed, user satisfaction.
• Develops appropriate tracking and reporting to track product performance post-launch in order to evaluate future investment.
• Partner with cross functional teams to ensure training and readiness is in place prior to launch.
• Continually improving products post-launch, prioritizing bugs and feature requests based on customer satisfaction.
• Identifying opportunities and providing input on product vision, strategy, roadmap, and features for the Salesforce.com platform.
• Defining and continually refining feature priority with business leaders.
• Translates product roadmap features into well-defined product requirements/user stories and acceptance test criteria.
• Prioritizes and maintains the sprint backlog for his or her products, balancing the requirements of customers and stakeholders.
• Coordinates communication, escalates and facilitates resolution of risks, issues, and changes tied to the Product Backlog.
• Establishing the product’s goals and reviewing success metrics to achieve success.

Qualifications:

A successful candidate will have:

• 5+ years of experience in Product Management and/or Product Development preferred.
• Bachelor's degree required; Bachelor's (or comparable experience) in Business, Engineering, Computer Science, Economics or Marketing is highly preferred.
• A good balance of technical knowledge and business acumen with a proven track record of driving innovation and business metrics with a customer-first mindset.
• Passion for learning how complex systems and processes work, and how to make them better.
• Excellent communication skills with the ability to engage, influence, and inspire partners and stakeholders to drive collaboration and alignment.
• High degree of organization, individual initiative and personal accountability.
• Experience with agile and scrum software development methodologies desired.
• Prior experience Salesforce.com CRM tool a plus.
• Prior experience developing or enhancing CRM or other business technology platforms preferred.

Salary Range: $103,750.00 to $174,750.00 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 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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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.