Sr Mgr-Digital Product Mgmt
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.
How will you make an impact in this role?
Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also they do preventive work to avoid future overdue with accounts that have a high exposure.
We are looking for Senior Manager, Digital Product Management – Access & User Success to partner closely with ONE. Force Product and Engineering, as well as App Support and Support Engineering. The role will be responsible for a variety of key functions across the ONE. Force platform: access controls and entitlements, user enablement content management strategy and design, aggregation of release notes and impact analysis to downstream systems and App Support, as well as collaboration with App Support on technical incident handling, SLAs, and communications. This role will report to the Director of Product Management. This role will be critical in managing access risk, improving platform adoption, minimizing the risk of downstream impacts, ensuring we meet App Support SLAs and KPIs, and increasing user satisfaction.
Responsibilities:
IIQ/Okta compliance related activities, Quarterly Control Testing, consultation with product teams for new permissions/profile requirements to ensure compliant provisioning
License management for third-party tools that can't be assigned via Okta: Demand Tools, Hoover's, EchoSign.
Realignment IIQ/Okta updates relating to annual nomenclature submissions, regional alignment of permissions and custodians for updated groups, creation and processing of user update files, role hierarchy support
Management of user access support channels (email/Slack) to provide assistance to end users
Custodian responsibilities for Global ONE. Force IIQ groups
Editing and oversight to the user enablement/facing content (written by Product Owners/Managers) including in-app Guidance Management, On-air Calls, SME newsletters
Ongoing management of existing user enablement content including coordination of Product Manager/Owner review process
Aggregate and publish release notes to downstream systems and App Support
Ensure impact analysis for Cornerstone tables and downstream systems is completed by Product Owners and distributed each release
Connect with App Support & Support Engineering regularly on incident detection & handling and collaborate on App Support goals
Monitor support KPIs daily, weekly, monthly and escalate technical incidents, based on business impact and SLAs
Incident prioritization and assignment amongst scrum teams
Establish outage strategy/comms in partnership with App Support & Support Engineering and ensure App Support manages necessary communications to eCRMs leadership and Business stakeholders as it relates to technical incidents
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Actively monitor performance dashboards to identify specific technical opportunities due to functionality gaps
Qualifications:
Bachelor’s degree in business, Computer Science, Information Systems, or a related field (Master’s preferred).
4-7 years of experience in digital product management, platform operations, or enterprise systems management, ideally within a large, matrixed organization.
Proven experience working at the intersection of product, engineering, and support functions, with focus on access controls, identity management, or enterprise CRM systems.
Strong working knowledge of Identity and Access Management (IAM) solutions such as Okta, SailPoint IIQ, or similar systems.
Experience with license and entitlement management for SaaS tools.
Familiarity with Salesforce or large-scale CRM platforms; understanding of role hierarchies, permissions, and downstream system integrations.
Proficiency in using analytics dashboards, KPIs, and monitoring tools to track performance and support outcomes.
Comfort with incident management processes, including SLAs, escalation handling, and stakeholder communications.
Demonstrated ability to partner across cross-functional teams (product managers, engineers, support teams, and business stakeholders).
Skilled at prioritizing competing requests and coordinating across multiple scrum teams in a fast-paced environment.
Strong written and verbal communication skills, with experience editing or overseeing user enablement content (guidance, newsletters, release notes).
Ability to simplify technical concepts for non-technical audiences, and ensure clear, timely communication around incidents, outages, and releases.
Strategic, analytical mindset with strong problem-solving skills.
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Comfortable navigating ambiguity, with a focus on continuous improvement in adoption, user satisfaction, and compliance.
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
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.