Manager Digital Product Management - Salesforce
American Express
You Lead the Way. We’ve Got Your Back
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let's lead the way together.
The Enterprise CRM Solutions (eCRMs) team was created in 2024 as part of the company’s Framework for Winning. Core to our purpose is reimagining the platform solution-delivery model to dramatically improve our strategic agility, speed to market, effectiveness of delivery and transparency. The eCRMs team creates solutions for the Sales and Customer Domains via respective platforms by harnessing the power of Data, Machine Learning, and Artificial Intelligence to offer powerful selling and re-selling engines to acquire new clients and expand existing client relationships for Sales, Account Development, and Marketers across the Enterprise.
We are looking for a Product Manager for MerchantForce, the Salesforce CRM platform primarily supporting Global Merchant Services for American Express. The Product Manager will collaborate with stakeholders, users and partners to support and help create a compelling product vision, strategy and roadmap, and drive products and features from concept to launch in a fast-paced environment. The Product Manager has responsibility for decision making and prioritization for their products, working with marketing, design, engineering, and servicing leaders to convert the product vision and strategy into a well-managed product roadmap with an iterative release cycle with the customer in mind.
The Product Manager will also be key to how we constantly improve and iterate on our capabilities, serving as a key bridge - listening to our users - to help our teams iterate, test, and learn. We are looking for someone who is deeply inquisitive, enjoys creative problem solving, pays attention to details, and has an entrepreneurial mindset and a maniacal focus on driving results.
Responsibilities:
· Interacting with customers across the Blue Box, primarily within the Commercial and Merchant Sales and Account Development organizations, to identify needs, opportunities, and gaps, and solve problems;
· Be a loud voice for the user, working with product teams to identify and articulate feature enhancements critical to driving improvements in future iterations;
· Enabling analytics-driven decision making to evolve products and usage and own the metrics, e.g., leads generated and worked, opportunities closed, user satisfaction;
· Develops appropriate tracking and reporting to track product performance post-launch in order to evaluate future investment;
· Partner with cross functional teams to ensure training and readiness is in place prior to launch;
· Continually improving products post-launch, prioritizing bugs and feature requests based on customer satisfaction;
· Identifying opportunities and providing input on product vision, strategy, roadmap, and features for the Salesforce.com platform;
· Defining and continually refining feature priority with business leaders;
· Translates product roadmap features into well-defined product requirements/user stories and acceptance test criteria;
· Prioritizes and maintains the sprint backlog for his or her products, balancing the requirements of customers and stakeholders;
· Coordinates communication, escalates and facilitates resolution of risks, issues, and changes tied to the Product Backlog; and
· Establishing the product’s goals and reviewing success metrics to achieve success.
Qualifications:
A successful candidate will have:
· A good balance of technical knowledge and business acumen with a proven track record of driving innovation and business metrics with a customer-first mindset;
· Passion for learning how complex systems and processes work, and how to make them better;
· Excellent communication skills with the ability to engage, influence, and inspire partners and stakeholders to drive collaboration and alignment;
· High degree of organization, individual initiative and personal accountability;
· Experience with agile and scrum software development methodologies desired;
· Prior experience Salesforce.com CRM tool a plus;
· Prior experience developing or enhancing CRM or other business technology platforms preferred;
· 5+ years of experience in Product Management and/or Product Development preferred; and
· Bachelor's degree required; Bachelor's (or comparable experience) in Business, Engineering, Computer Science, Economics or Marketing is highly preferred.
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- 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
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.