American Express Careers

Manager/Senior Manager - Product Manager, Enterprise Marketing Products & Solutions

New York, New York
Digital Commerce Marketing

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Job Description

You won’t just shape the world of payments. You’ll shape the world of life, work and play.
American Express is embarking on a journey to drive agile marketing solutions and enabling innovative, high-quality marketing for the enterprise, while also transforming end-to-end marketing processes and platforms. Today, innovative ideas, insight and new perspectives are at the core of how we create a more powerful, personal and fulfilling experience for all our customers.  So if you’re interested in a career creating breakthrough marketing and products while making an impact on an audience of millions, look no further.
You’ll be challenged everyday as we transform our organization to meet the customers of tomorrow as part of Enterprise Marketing Products & Solutions (EMPS), a global organization that sits within Enterprise Digital & Analytics (EDA) and is American Express’ marketing services center of excellence with the charter of driving agile marketing solutions and enabling innovative, high-quality marketing for the enterprise, while also transforming our end-to-end marketing processes and products. 
Here’s just some of what you’ll be doing:             
This new position is part of a new EMPS Director team bringing together Enablement and Insights Products as well as a distributed Customer Service team and will be responsible for driving forward the Product strategy and delivery for marketing issue management and support.  You will partner across EDA, EMPS, Marketing, Operational Excellence, Compliance and Technology to convert your product vision into a well-managed roadmap to meet our enterprise goals of driving operational efficiencies, maintaining quality and providing a great colleague and customer experience.    
Customer-centricity is core to everything we do. Our Product team’s top priority is to make our customers successful and ensure that their experience using our marketing platforms is frictionless, intuitive and delightful by delivering high-quality, speedy, personalized experience.  As a Product Manager, you are responsible for issue management products across the marketing ecosystem and designing solutions that enable a seamless way for questions, problems or issues to be raised in various channels and ensure they are managed effectively to closure.  
  • Be a thought leader in accelerating development of next-gen customer servicing/support solutions (e.g. self-service, bots, machine-learning) enabling end-to-end marketing execution processes.
  • Rationalize support and issue management capabilities and define a global roadmap to provide solutions to our internal customers that drive business outcomes across and within marketing value chains.
  • Inform the issue management strategy and approach across the marketing ecosystem, as well as product outcomes for his or her product portfolio in line with the company and business unit outcomes.
  • Drive sustainable adoption of the Marketing Execution Transformation framework with our key stakeholders via a “closed loop” enablement ecosystem (customer support, issues, training).
  • Partner closely with the Customer Success Manager to drive forward the Marketing Concierge vision and goal.
  • Interact directly with users to identify needs, pain points, and opportunities in order to define a clear solution design recommendation in partnership with Technology.
  • Manage end-to-end software delivery lifecycle from concept and requirements definition in partnership with stakeholders through prioritization, delivery, testing and training/change management (where required). 




To be successful in this role, this person must possess the following competencies:

  • Care deeply, genuinely and passionately about customer support, solving problems for customers, and about the role it plays in making a customer-centric team successful.
  • A strong balance of technical knowledge and business acumen with a proven track record of driving innovation and results in a fast-paced environment while keeping a customer-first mindset.
  • An established background in launching software or services in partnership with engineering teams and high degree of proficiency in prototyping, iterative development, Agile and SAFe principles.
  • Ability to clearly define and articulate a vision and what success looks like, build conscientious and measure results.
  • Energized by technology, data-driven insights and driving transformation and change.
  • Skilled at explaining technical problems succinctly and clearly to non-technical audiences.
  • Naturally empathetic and articulate communicator.
  • Excellent relationship management and communication skills with the ability to engage, influence, and inspire global partners and stakeholders to drive collaboration and alignment.
  • High degree of experience in documenting and communicating business needs to marketers, product owners and technology engineering.
  • Ability to create conceptual architecture diagrams.
  • Highly organized, great attention to detail and personal accountability.
  • 5+ years of experience in Product management and development. 
  • Experience with various technologies and solutions such as: Salesforce, Jira, Splunk, .net applications, Tableau, Robotics process automation (RPA), Bots, Natural Language Processing (NLP) a plus.
  • Proficiency with Microsoft Office Suite, such as: Powerpoint, Excel, Word, Visio as well as Confluence.
  • Familiar with Agile methodology.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

ReqID: 19012801
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jul 11, 2019, 2:29:52 PM
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