Manager, Digital Product Operations

American Express•Phoenix, AZ

5d•Hybrid

About The Position

The Manager, Digital Product Operations is embedded within the US SME Early Experience organization and serves as the operational bridge between customer-facing teams and Product & Engineering. The role drives operational rigor across product stability, customer-driven feature demand, and feature readiness. It governs defect validation, enhancement intake, and structured feedback so engineering capacity is preserved, product performance is transparent, and customer experience insights inform roadmap decisions. This is not a customer-facing role, though the Manager may occasionally join customer-facing colleagues on customer calls to understand customer experience or provide technical guidance. The role enables US SME through operational frameworks that support scalable product delivery, feature utilization, and continuous improvement. Candidates who live within reasonable commuting distance of an American Express office in Minnesota, Florida, or Arizona are required to work onsite three days per week, in accordance with the company's hybrid work expectations.

Requirements

3–5+ years of experience in Product Operations, Business Operations, SaaS Operations, or similar environments.
Experience building or governing structured workflows and intake frameworks.
Demonstrated ability to influence cross-functional stakeholders without direct authority.
Strong analytical skills and ability to assess and communicate business impact.
Employment eligibility to work with American Express in the United States; the company will not pursue visa sponsorship.

Nice To Haves

Experience in fintech, payments, SaaS, or expense management platforms.

Responsibilities

Own end-to-end governance of product defect intake, validation, and severity classification before escalation to Engineering.
Establish and enforce quality standards for defect submissions, including reproducibility, impact clarity, and complete documentation.
Distinguish product defects from configuration, process, or training gaps to avoid unnecessary engineering engagement.
Quantify business and utilization impact to inform prioritization decisions and preserve engineering capacity.
Serve as the primary operational liaison between Early Experience and Product & Engineering.
Translate product-related customer feedback into structured, validated inputs aligned with business impact.
Drive alignment on prioritization, status transparency, and communication during high-impact product events.
Maintain closed-loop reporting on roadmap and defect-resolution outcomes.
Govern structured intake and qualification of customer-driven product feature requests.
Aggregate enhancement themes to represent a unified, prioritized voice of the customer.
Align enhancement demand to measurable utilization, sentiment, and business-impact indicators.
Track feature-request lifecycle outcomes and provide transparency into roadmap decisions.
Assess operational supportability and downstream impact of new features before release.
Ensure Early Experience teams have appropriate documentation and readiness materials.
Monitor post-launch adoption and sentiment to evaluate feature effectiveness.
Identify gaps between feature intent and customer experience outcomes.
Maintain visibility into product stability and feature-utilization trends.
Identify systemic friction themes that may affect engagement, sentiment, or card utilization.
Escalate risks and recommend scalable remediation strategies aligned with business objectives.