Senior Manager - Product Management

Job Description

In U.S. Consumer Services (USCS), our product is Membership—delivering benefits and services that are essential to our Card Members across travel, dining, entertainment, and retail. We compete by providing a differentiated Membership experience that drives loyalty and long-term growth. USCS brings this to life through our premium, cobrand, cash back, and lending portfolios, Membership Rewards, Travel & Lifestyle Services, the Centurion Lounge network, Global Dining, U.S. Consumer Banking, Amex Offers, Amex Ads, and best-in-class marketing programs.

The Senior Manager, Membership Rewards Engagement & Insights will lead the development and execution of strategies that drive Card Member awareness, understanding, and engagement with the Membership Rewards program.

This role is responsible for shaping Membership Rewards engagement strategy across key program launches, digital experiences, and customer touchpoints. The individual will partner across marketing, product, digital, analytics and legal teams to bring new capabilities to market, optimize how Card Members engage with Membership Rewards, and identify opportunities for future program growth.

Success in this role requires a strategic thinker who can manage complex cross-functional initiatives, influence stakeholders across the organization, and translate business objectives into customer-focused solutions. The ideal candidate is highly organized, detail-oriented, intellectually curious, and comfortable balancing strategic planning with hands-on execution.

This role manages one direct report and serves as a key partner in advancing Membership Rewards growth, engagement, and customer value.

Responsibilities

• Own Membership Rewards go-to-market strategy, ensuring program benefits and redemption experiences are positioned to drive Card Member engagement, support business objectives, and meet customer needs.
• Partner with marketing teams to develop content and communication strategies informed by program priorities, customer insights, and performance metrics.
• Lead the successful execution of key Membership Rewards launches and strategic initiatives, coordinating cross-functional stakeholders to bring new redemption experiences and program enhancements to market.
• Own Membership Rewards digital engagement experiences and partner with digital product teams to optimize customer touchpoints, improve program understanding, and shape future roadmap priorities.
• Leverage customer insights and program performance data to identify opportunities for innovation, expand engagement touchpoints, and enhance the overall Card Member experience.
• Provide strategic oversight of Membership Rewards frameworks, positioning, and governance processes while leading and developing one direct report to drive consistency and operational excellence across the enterprise.

Qualifications

Minimum Qualifications

• 7+ years of experience in customer engagement, loyalty, marketing strategy, product marketing, program management, consulting, or a related field.
• Proven ability to lead complex cross-functional projects and influence stakeholders across large organizations.
• Demonstrated experience developing and executing go-to-market strategies or customer engagement initiatives that drive measurable business outcomes.
• Strong strategic thinking, analytical, and problem-solving skills, with the ability to translate customer insights into actionable recommendations.
• Exceptional attention to detail and organizational skills, with experience managing highly visible initiatives where accuracy and consistency are critical.
• Excellent written and verbal communication skills, combined with a growth mindset and demonstrated ability to learn quickly in dynamic environments.

Preferred Qualifications

• Experience managing digital customer experiences, online journeys, or customer-facing platforms.
• Familiarity with customer lifecycle marketing, personalization strategies, and trigger-based communications.
• Experience leading and developing direct reports.

Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these 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.
US Job Seekers - Click to view the “Know Your Rights” poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window: https://www.eeoc.gov/poster.

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.​