Director-Digital Product Management - eCRM
American Express
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. 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.
Joining Amex Tech means discovering and shaping your contribution to something big. Here, you can work alongside talented tech teams and build a unique career with the Powerful Backing of American Express. With a range of opportunities to work with the latest technologies, and a commitment to back the broader engineering community through open source, our mission is to power your success. Because Amex Tech is powered by our technology, our culture, and our colleagues.
The core of our company is not just the products we offer, but the personal connections our customers have with our brand. You can create digital experiences - from payments to rewards to servicing - that keep us connected to our customers and serve them at every touchpoint. From digital servicing and lifestyle features to secure, frictionless payment options, you can make a meaningful difference in our customers’ lives and help set us apart in the industry.
The Enterprise CRM Solutions 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 Enterprise Customer Relationship Management Solutions (eCRMs) team creates solutions for the Sales and Customer Domain 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 on a journey to create a best-in-class Product Organization. Our Product people not only understand how technology works, but how that technology intersects with the people who count on it every day. 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.
We are looking for a Product Director for the Sales Domain team within eCRMs. The Product Director will be essential to how we unlock scaled value and impact for the enterprise by supporting Platform Governance. The Product Director will engage with key partners and users from lines of business to understand the broader needs, opportunities, and trends; utilizing this knowledge to ensure Customer Relationship Management (CRM) Product offerings are comprehensive and ground-breaking. The Product Manager will review and evolve the Governance Process, by creating procedures and processes to make value-based governance decisions to ensure we are solving the right user problems.
The Product Director will work with Product Managers to collect and communicate the strategic roadmap across Product Teams that ties our key assets and offerings together to ensure we are crafting processes and solutions that will sustain the organization through the near and long term. The Product Director will provide concise and clear updates across partner groups on the progress of projects and key results and facilitate the handoff of approved requests to the appropriate Product Management team. 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, business stakeholders and end users, 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., change requests submitted/rejected and user satisfaction.
- Develops appropriate tracking and reporting to track product performance post-launch in order to evaluate future investment.
- Working alongside Product colleagues to continually improve 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 CRM platform, principally supporting sales capabilities.
- Defining and continually refining feature priority with business leaders.
- 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:
- At least 8 years of demonstrated ability in product development and delivery with proven track record in defining winning product constructs and delivering a product roadmap.
- A balance of technical knowledge and business acumen with a proven track record in launching software or services in partnership with engineering teams, and/or working cross functionally with multiple stakeholders and product development teams.
- High degree of proficiency in OKR, Design Thinking, Event Storming, prototyping, iterative development, Scrum, and Agile product development.
- Deep knowledge of Customer Relationship Management specifically the Salesforce Ecosystem
- Enthusiasm and passion for great products and services and an ability to articulate product vision and functionality.
- Results driven mindset with a proven track record to prioritize and deliver against multiple priorities in a fast-paced, dynamic environment.
- Excellent communication skills with the ability to engage, influence, and inspire partners to drive collaboration and alignment.
- Ability to solve sophisticated problems and has a highly analytical approach.
Salary Range: $150,000.00 to $225,000.00 annually + bonus + benefits
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- Competitive base salaries
- Bonus incentives
- 6% 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
For a full list of Team Amex benefits, visit our Colleague Benefits Site.
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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
US Job Seekers - Click to view the “Know Your Rights” poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window: https://www.eeoc.gov/poster
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.