Senior Manager - Digital Product Management

Responsibilities

• Own and drive the end-to-end servicing strategy for new digital products, ensuring readiness ahead of launches.
• Design and implement scalable servicing standards, processes, and self-service capabilities.
• Act as a strategic partner to product and technology teams to translate business needs into clear feature requirements.
• Partner with enterprise servicing, fraud, and risk stakeholders to evolve the broader servicing ecosystem.
• Identify servicing gaps and friction points to develop solutions that enhance customer experience and operational efficiency.
• Lead the development of operational procedures, training materials, and enablement strategies.
• Synthesize customer feedback to inform and influence the product and process improvement roadmap.
• Develop Card Member communications, FAQs, and support content that meet brand standards.

Requirements

• 3–5 years of experience in product development, product operations, or servicing strategy.
• Strong customer-first mindset with a passion for improving servicing experiences.
• Excellent communication skills with the ability to influence decision-making and translate complex concepts.
• Ability to thrive in fast-paced, ambiguous environments and manage multiple initiatives simultaneously.
• Proactive, self-starter mindset with a strong sense of ownership.

Preferred Qualifications

• Experience working directly with technical and product development teams.
• Interest in emerging technologies, such as the agentic landscape.

Benefits

• Competitive base salaries and bonus incentives.
• 6% Company Match on retirement savings plan.
• Comprehensive medical, dental, vision, life insurance, and disability benefits.
• Flexible hybrid working model.
• 20+ weeks paid parental leave.
• Career development and training opportunities.

About the Company

Amex Digital Labs' mission is to build the future of payments and membership, creating new value that evolves with our customers' needs and drives deeper engagement and loyalty. We leverage emerging technologies to deliver innovations that enhance how customers pay, travel, dine, and experience the brand.