Manager, Digital Product Operations
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 establishes operational rigor across product stability, customer-driven feature demand, and feature readiness. Through governance of defect validation, enhancement intake, and structured customer feedback, the position helps preserve engineering capacity, make product performance transparent, and ensure customer experience insights inform roadmap decisions. The role is not customer-facing, though it may occasionally join customer-facing colleagues on calls to better understand customer experience or provide technical guidance. It supports US SME through operational frameworks that enable scalable product delivery, feature utilization, and continuous improvement. Candidates within a 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 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.
- Eligibility to work in the United States; American Express will not pursue visa sponsorship for these positions.
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 help 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 communications 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 into a unified, prioritized voice of the customer.
- Align enhancement demand with 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.
Benefits
- 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 of paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption, or surrogacy.
- Free access to global onsite wellness centers staffed with nurses and doctors, depending on location.
- Free and confidential counseling support through the Healthy Minds program.
- Career development and training opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
