Director- Digital Travel Product Management
About The Position
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. 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. How will you make an impact in this role? American Express entered the travel agency business in 1915 and today is one of the world’s largest luxury travel and lifestyle service networks. The Travel & Lifestyle Services (TLS) business provides exclusive access, differentiated value, extraordinary service, and unrivaled expertise to premium Card Members seeking leisure or business travel, as well as a variety of lifestyle services. The Director- Digital Travel Product Management will lead end-to-end production operations for Amex Travel platforms serving customers across 22 countries. This leader oversees a globally distributed team across the US, UK, and India and is accountable for the reliability, operational governance, and continuous improvement of a complex, customer-impacting production ecosystem. This role extends beyond operational stewardship. The Director will architect and execute a phased evolution of the Global Operations Support model — strengthening reliability outcomes, modernizing support practices, and elevating organizational capability to meet the demands of a dynamic, global travel platform. Partnering closely with Product, Technology, and external partners, this leader will help shape the long-term operational strategy that underpins Travel & Lifestyle growth. The role requires balancing near-term production excellence with longer-term transformation, influencing across a matrixed environment, and building a high-performing global organization prepared for scale.
Requirements
- 10+ years in production operations, technology operations, service management, or related fields
- Experience leading global, distributed teams
- Demonstrated ability to drive measurable operational improvement in complex environments
- Strong stakeholder management and executive communication skills
- Solid understanding of incident management lifecycle and monitoring ecosystems
- Vendor-supported platform experience preferred
- Travel ecosystem familiarity a plus
Responsibilities
- Lead end-to-end production operations across 22 markets, strengthening incident governance, root cause discipline, and operational controls to improve reliability and resolution effectiveness
- Drive major incident response with clear communication and executive composure, while establishing robust operational health reporting and performance insights
- Define and execute a phased, multi-year roadmap to modernize Global Operations Support and elevate operational maturity across monitoring, incident, knowledge, and SLA management
- Strengthen roles, accountability, and governance across internal teams and external partners, delivering measurable improvements aligned to organizational readiness
- Lead and develop a distributed global team, fostering a culture of ownership, collaboration, and continuous improvement
- Build leadership capability and succession depth while enhancing engagement and overall operational effectiveness
- Serve as the primary accountability point for Global Operations Support, partnering with Product and Technology to align reliability strategy with the product roadmap
- Influence stakeholders and external partners to balance urgency with sustainable delivery, reinforcing strong governance and performance standards
Benefits
- Competitive base salaries
- Bonus incentives
- 6%25 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
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
