Senior Manager-Digital Product Ops
American Express · Posted Oct 1
Banking, credit card, payment network, and travel services
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About the role
The Enterprise Technology Services organization partners with every part of the American Express business to power growth and innovation, supporting the delivery and operations of technology, digital, and data capabilities, platforms, and services globally, including technology engineering, architecture, infrastructure, enterprise data governance, digital product and design, and enterprise AI platforms. This Senior Manager, Digital Product Ops role owns product operations, product analytics, and strategic initiatives for the Product organization, including defining product health metrics, OKRs, and executive dashboards, building measurement and reporting frameworks with BI tools, and leading a team of 2-3 Product Ops analysts across issue, risk, and knowledge management portfolios.
What you will do
- Build and manage the operating model that supports multiple product teams across planning, execution, and delivery.
- Define and monitor product health metrics, OKRs, KPIs, and executive dashboards.
- Standardize product management processes, documentation, and best practices across teams.
- Partner with Product Managers, Engineering, Design, Risk, Compliance, and Business stakeholders to improve execution efficiency.
- Identify operational bottlenecks and implement scalable process improvements using automation and workflow optimization.
- Lead governance forums, product reviews, and portfolio health assessments.
- Establish and lead a team of 2-3 Product Ops analysts to execute the Issue Management, Risk Management and Knowledge Management portfolios.
- Develop measurement frameworks to evaluate product performance across customer adoption, engagement, operational efficiency, and financial impact.
- Partner with Data Science, Analytics, and Engineering teams to define tracking requirements and ensure high-quality product instrumentation.
- Analyze customer behavior, funnel performance, and feature adoption to generate actionable recommendations.
- Build executive-level dashboards and reporting using BI tools to communicate product performance.
- Support experimentation through A/B testing, hypothesis development, and post-launch impact analysis.
- Translate complex analytical findings into clear business recommendations for senior leadership.
- Drive cross-functional initiatives that improve product delivery, governance, and customer outcomes.
- Support investment decisions through business case development and ROI analysis.
- Champion a data-driven culture across the Product organization.
- Mentor Product Operations and Analytics team members while helping establish organizational best practices.
- Improved product delivery predictability and operational efficiency.
- Increased adoption of standardized product operating processes.
- Executive visibility through accurate and timely product performance reporting.
- Actionable insights that drive measurable customer and business impact.
- Strong stakeholder satisfaction across Product, Engineering, and Business partners.
Skills used in this role
What the employer is looking for
- Bachelor's degree in Business, Engineering, Computer Science, Economics, Statistics, or a related discipline.
- 8–12 years of experience in Product Operations, Product Analytics, Product Management, Strategy, Consulting, or Business Operations.
- Demonstrated experience supporting digital products in a technology-driven organization.
- Strong analytical skills with experience using SQL and modern BI platforms such as Tableau, Power BI, or Looker.
- Experience defining KPIs, OKRs, product scorecards, and executive reporting.
- Proven ability to influence cross-functional stakeholders without direct authority.
- Excellent communication, presentation, and executive stakeholder management skills.
- Strong program management and organizational skills with the ability to manage multiple priorities.
- Strong customer-first mindset with an obsession for improving customer outcomes.
- Ability to influence and build alignment across diverse stakeholders.
- Strategic thinking balanced with operational execution.
- Data-driven decision making supported by rigorous analysis.
- Ownership mentality with a focus on continuous improvement.
- Exceptional collaboration across Product, Technology, Risk, Compliance, Finance, and Business teams.
- Ability to thrive in a fast-paced, matrixed organization.
Preferred qualifications
- MBA or Master's degree in a relevant field.
- Experience working in Salesforce Sales Cloud, CRMA, other sales domain tools.
- Familiarity with Agile product development and product operating models.
- Experience with experimentation frameworks and product analytics platforms such as CRMA, Mixpanel, Value Analytics.
- Working knowledge of Python or R for advanced analytics is a plus.
- Experience with JIRA, Confluence or similar product management tools.
- Understanding of AI/ML-enabled product measurement and operational reporting.
Benefits and support
- Compensation and benefits are detailed in the job posting
About American Express
American Express Company is a globally recognized multinational financial services corporation specializing in payment cards, travel-related services, and network banking. Founded in 1850, the company provides charge and credit cards, expense management products, and merchant services to consumers, small businesses, and large corporations worldwide. It operates a proprietary payments network known for its premium customer engagement and lifestyle rewards programs.
- Industry
- Banking
- Company size
- 76800 employees
- Founded
- 1850-03-18
- Location
- New York City, New York, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Chief Information Officer and Executive Vice President
Chief Colleague Experience Officer
Chief Marketing Officer
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