Senior Manager - Digital Product Features & Experiences

Job Description

Global Commercial Services (GCS) serves millions of business customers around the world, from mom-and-pop shops to Fortune 500 companies. We back businesses so they can do more business, with a mission to be the undisputed leader in financial and membership services - responsibly driving double-digit revenue growth. We do that by offering a diverse range of payment and cashflow tools, from a wide range of traditional card products, to working capital and supply chain financing, to new digital solutions that make it easy for our customers to manage a full range of their financial and payment needs.

The Small Business Strategy and Cross Product Experiences team sits within the Small Business Card organization and is responsible for defining high impact strategies and for managing features, functions, and experiences that drive utility and growth for our Small Business customers. As Senior Product Manager of Digital Onboarding and Engagement, you will be responsible for delivering new, innovative digital journeys across our Card and Non-Card product portfolio to drive product education and engagement. This is a highly visible, cross-functional role focused on defining and launching the next generation of digital experiences.

Responsibilities

• Set the vision and strategy for digital features across onboarding, account setup, benefits, and ongoing membership experiences across web and mobile
• Define customer journeys and product requirements, in line with core customer needs and expected business outcomes
• Partner across Compliance, Marketing, EDX, and NPD to align on requirements, manage dependencies, and support end-to-end delivery of key initiatives

• Coordinate release readiness, testing, and quality validation activities to ensure launches are complete, aligned across teams, and meet business and customer experience expectations

• Analyze customer behavior, engagement metrics, and drop-off points to identify friction, optimize current experiences, and inform future journey and feature enhancements

• Develop and implement innovative new concepts to drive product adoption, engagement, and loyalty

• Effectively communicate and collaborate with key partner teams (Product Development, Marketing, Enterprise Digital, Legal, Compliance, Fraud, Design, SBS Card Product, Tech)

Qualifications

• Bachelor’s degree with 5+ years of work experience
• High willingness to learn, extremely curious, and proactive

• Self-starter, with ability to drive results in fast-paced environment with multiple stakeholders

• Strategic, creative problem solver with strong critical thinking skills
• Consistent track record of communicating effectively to audiences at various levels
• Ability to influence cross-functionally toward shared outcomes
• Strong analytical and business acumen. Able to structure and process qualitative or quantitative data to draw meaningful insights and make decisions

• Demonstrated ability to effectively collaborate with stakeholders and work cross-functionally with key partner teams, including Engineering, Product Development, Enterprise Digital, Marketing, Legal, and Compliance

• Excellent project/process management and prioritization skills
• Strong written and verbal communications skills with experience and comfort working closely with all levels of an organization

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.

About us

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our 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.

About

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 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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The below 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.​