Program Manager

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.

As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customers’ digital lives.Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems.American Express offers a range of opportunities to work with the latest technologies and encourages you to back the broader engineering community through open source.And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development.Find your place in technology on #TeamAmex.

The Chief Technology Officer Organization’s vision is to raise the bar for technical excellence, talent, strategy, and standards across Technology. It also seeks to cultivate and foster technical innovation, as well as elevate and amplify the technical heartbeat of the organization.

The Digital Workplace (DW) organization within American Express is responsible for making Amex one of the world’s best companies for colleagues to work for via productive, consistent, personalized, and dynamic technology experiences for all colleagues. The team supports a portfolio of communications, collaboration, and productivity tools on desktop and mobile devices for colleagues globally, whether they are working onsite, hybrid or fully virtual. The Strategic Partnerships team with DW is focused on empowering colleagues to work better, smarter and faster by enabling DW to deliver products/features that are informed by evolving colleague needs.

Our DW product teams benefit from understanding how our tools intersect with the people who use them every day, our colleagues. As a Program Manager for Strategic Partnerships you will build, engage and manage strong colleague (customer) relationships, ensuring customer satisfaction. You will act as the

primary point of contact for colleagues, handling inquiries, feedback, and complaints. You will provide advanced awareness on colleague impacting changes and share resources to ensure we are providing the best possible colleague digital experience.

Given that there are other internal organizations that support the enterprise collaboration across all internal teams is necessary. You will drive strategies and initiatives that not only benefit our DW Product Teams but will strengthen our collaboration with partner organizations in order to be successful.

Responsibilities include:

• Own and manage customer relationships through colleague champion networks and communities.
• Facilitate, in collaboration with key partner organizations, a colleague advisory forum that serves as a representative sample of our colleague population. This will enable DW product teams to better understand the feedback and needs of our colleagues to help guide our product roadmaps and value messaging.
• Collaborate with senior leaders to understand the strategic priorities and align on customer value and change management plans.
• Track, manage and report on any colleague engagements that DW supports i.e. escalation/problems, pilots etc.
• Support persona work to improve how we deliver products and services to different segments of our colleague population.
• Strengthen strategic partnerships with organizations outside of Digital Workplace that manage colleague-facing products.
• Drive consistency across partner organizations in the way we communicate, deploy and measure value and impact across colleagues.
• Measure satisfaction of the relationships and build strategy on how to continuously improve engagements.
• Understand the strategic priorities and roadmaps of key partner organizations to help identify additional collaboration opportunities.

Minimum Qualifications

• A passion for the customer/colleague: You’re a seasoned digital product or capabilities enablement leader with a "colleague first" mindset. You have a proven track record of developing innovative strategies that drive business outcomes and best-in-class colleague experiences.
• You advocate for a colleague-centric versus a product-centric approach, ensuring releases are focused on how they address customer needs.
• You are a person who goes out and proactively builds relationships across a diverse range of stakeholders, seeks input and understands goals to create a collective team dynamic.
• You have a strong understanding of what’s important to colleagues across multiple business units and personas/role types.
• You’re a highly effective evangelizer with strong interpersonal, oral and written communication skills that allows for the clear articulation of strategy and ideas, in order to influence key partners.
• You are skilled at capturing colleague needs, creating a user story, and presenting a compelling case to senior leadership.
• You have proven track record for translating technology and technical concepts into customer value and benefits.
• You are comfortable with leading and influencing without authority
• You are skilled in navigating highly matrixed environments and in coordinating requirements from multiple partners and key stakeholders
• You have a proven track record for delivering initiatives with excellence through exceptional collaboration with other departments and business units
• You have a “can do” positive attitude and willingness to pivot in the face of change quickly.
• 7+ years of work experience required within a digital customer enablement or digital product management organization.

Salary Range: $110,000.00 to $190,000.00 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.

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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.