Senior Associate - Digital Product Operations

American Express•New York, NY

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. 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. 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. This Senior Associate role will focus on go-to-market responsibilities to further Labs’ governance guardrails and risk readiness. The successful candidate will serve as a central business contact over process improvement and standardization efforts for key products and projects on behalf of Amex Digital Labs. This person will develop a deep understanding of product initiatives and exhibit strong subject matter expertise in key Amex policies and processes.

Requirements

Strong interest in governance and risk management spaces.
Outstanding interpersonal, communication, and negotiation skills with the ability to influence partners across a wide variety of functions
Strong agency, can handle ambiguity in a fast-moving organization, and thrives on a high level of autonomy and responsibility
Ability to drive results against timelines, prioritize, and execute flawlessly
Demonstrated strategic, critical, and creative thinking to problem-solve obstacles and develop winning solutions
Outstanding program management skills to lead end-to-end partnerships across several key verticals simultaneously – product development, engineering & technology, marketing, operational excellence, servicing, legal, compliance, information security, etc.
Self-starter that can excel in a dynamic environment by driving decision-making, working well under pressure, and adapting to frequent change
Excellent relationship-building with partners and across internal stakeholders
Proven track record in crafting and storytelling via PowerPoint presentations
Possess intellectual curiosity about the evolving digital, mobile, and alternatives payments space and innovative membership experiences

Nice To Haves

Prior experience in risk management and product operations a plus
Prior experience with Amex governance a plus (e.g. RCSA, NPA, RCM)

Responsibilities

Own the Terms and Conditions Approval and Storage tool, updating it and educating on it as needed
Own the Standard Operating Procedures annual refresh
Assist in the Customer Complaints monthly review
Identify areas to use OpenAI to improve the Governance team’s reporting
Synthesize and disseminate policy changes that impact ADL’s product launch procedures
Serve as the Innovation Area point of contact on the Governance team for all Generative AI products.
Influence cross-functional teams to ensure business alignment, requirements, and resourcing levels are optimal throughout plan
Develop project trackers/overview decks, maintain ongoing project update meetings, and regularly communicate with partners regarding strategy, value proposition, and project updates
Proactively anticipate risks/issues and ensure appropriate mitigation planning is in place to avoid compromising delivery
Actively contribute to process improvement through customer, merchant/partner, and internal feedback to uniquely problem-solve obstacles and produce winning solutions
Improve processes, develop toolkits/resources, and reengineer activities across the team to help increase agility and speed to market

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