Senior Associate - Digital Product Management (@ Work)
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. 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. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. 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. The Commercial Portfolio Products Development (CPPD) team within Global Commercial Services is focused on designing and delivering seamless digital experiences that drive customer engagement and business growth. The Digital Capabilities team within CPPD develops and delivers digital tools that empower middle market, large, and global companies to effectively manage and lead their Corporate Card programs. This role sits within the CPPD @ Work Product Development team and will support the establishment and scaling of an issue management and production support discipline across the @ Work portfolio. The Senior Analyst will play a critical role in defining testing standards, supporting production monitoring processes, and enhancing the detection, tracking, and resolution of live production issues. This individual will partner closely with Product, Technology, and Business Operations teams to strengthen governance, transparency, and operational excellence across the platform. The ideal candidate is highly organized, analytical, and collaborative, with strong communication skills and a passion for improving processes and driving operational rigor in a complex, matrixed environment.
Requirements
- Experience in program management, product operations product management, product ownership, or related role
- Strong collaboration skills, with the ability to work across design, engineering, and business partners
- Demonstrated understanding of product development lifecycles and technology delivery processes
- Ability to synthesize complex information and bring structure and clarity to ambiguous challenges
- Strong organizational skills with exceptional attention to detail
- Analytical mindset with experience using data to identify trends, diagnose issues, and drive recommendations
- Growth mindset with curiosity and a passion for continuous improvement
- Results-oriented approach with a focus on delivering meaningful, measurable outcomes
- Bachelor’s degree
Nice To Haves
- Experience supporting production environments, incident management, or operational governance frameworks
- Familiarity with Agile methodologies and issue tracking tools (e.g., JIRA or similar platforms)
- Experience within financial services or enterprise digital platforms
Responsibilities
- Partner with Product Development and Technology teams to help document and maintain issue management & production support processes, standards, and operating procedures
- Conduct research and benchmarking to identify best practices and support enhancements to the issue management playbook
- Support change management efforts by helping document new processes and assisting with team adoption activities
- Prepare meeting materials, dashboards, and updates for stakeholder communications
- Support the documentation and tracking of product testing standards to help improve release quality and reduce production risk
- Monitor and analyze production incidents to identify trends and assist in root cause analysis
- Support coordination of customer escalations related to production issues, ensuring timely follow-up and resolution tracking
- Partner with technology, product and operations to compile issue management reporting and generate insights to inform
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
Mid Level
