Senior Manager-Digital Product Solution Design

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 Strategy Transformation and Capabilities team supports the Global Services Group and the company as a whole by leading the strategy development, process design & engineering and product support for all GSG servicing and credit functions. The team devises and implements strategies that deliver on our key goals of the best customer experience, improving operational efficiency, driving revenue, and minimizing operational risk.

How will you make an impact in this role?

The product team is responsible for the business design and management of the software solutions required for our Customers as well asServicing Customer Care Professionals & Specialists to provide superior service, partnering closely with technologies.

The incumbent will be responsible for the business architecture of overall Disputes and Fraud experience within American Express. American Express has an industry leading Disputes and Fraud experience and this individual will help carve the next generation platform strategy thereby influencing the roadmap as well as the long term architectural runway.

The role involves working with product managers , business teams and engineering leaders to convert the business idea/vision into a development roadmap. This is a business & technology facing role, helping enable E2E solution ensuring flexible and global system/capability design roadmap including elevating performance, availability and test automation. They will also be responsible for modernizing next generation case management application built currently built on PEGA.

The successful individual ensures that the disputes platform transformation meets the evolving needs of operational risk management through continual innovation, global/flexible design for new use cases to fuel growth, reduce CCP time, provide best in class dispute experience to the customers as well as wellbuilding strategy for reducing time to marketRequires strong organizational, technical and creative problem-solving skills. Requires strong stakeholder management and ability to influence across multiple levels of leadership. Must work well in a dynamic, complex environment and under deadline pressures. Propagates architectural flows and governance to a set of scrum teams and/or SAFE trains to deploy the new business features globally for Fraud and Disputes in American Express.

Responsibilities

• This role is responsible for leading business architecture of our industry leading proprietary product Global Disputes Management (GDM)
• Create architectural blueprints for business initiatives to ensure consistency across markets and products, track progress to move from legacy to future state platforms

• Help transform overall customer and CCP experience through shaping the next gen case management strategy thereby enabling a more flexible and robust solution strategy
• Look externally and implement strategies to make a powerful BPM

• Ability to consolidate and correlate disconnected business needs, processes and articulate their collective relevance through analysis
• Demonstrate a solid understanding of the business process, drivers for change and recommend the right solution
• Brainstorming and negotiating effectively with various stakeholders to continuously come up with best design
•  Provide technical mentorship to team members at junior levels

• Utilize qualitative and quantitative data analysis techniques to gain deep insights into user behavior, preferences, and trends, leveraging findings to refine product strategies, improve user experience, and drive growth.
• Use Data and ML strategies to help influence use cases which can enable better fraud/disputes operational processes and customer experience

Minimum Qualifications

• • 5-7 years in agile/SAFe product development and delivery
  • 1-2 years of Solution architecture experience including relevant experience in application integration using SOA/web services
  • Understanding of the Financial Services card network operations, fraud lifecycle, card issuing, merchant acquiring or processing will be a plus
  • Solid understanding of BPM concepts, methodologies and best practices.
  • Proficient in any data query/tools such as SQL, HQL/Hive, SAS
  • Proven track record of implementing a project using various AI/ML techniques
  • Proficient in Spark, Python, Java, Java Script, C++ preferable.
  • Demonstrated experience of consistently driving strong results as an individual and in groups
  •  Solid project management skills with the ability to juggle multiple priorities simultaneously in a fast-paced environment
  •  Ability to convey complex, technical subject matter in a clear and straightforward manner; demonstrated ability to effectively communicate through written and oral presentations with all levels of the organization
  • Shift Timings : 12pm - 10 pm

Preferred Qualifications

• Understanding of the Financial Services card network operations, fraud lifecycle, card issuing, merchant acquiring or processing will be a plus

  
  
• MBA will be a plus
• In depth Technical knowhow for Business Rules Management Systems (BRMS) and/or workflow orchestrators such as Pega/JBPM/Apian/Camunda or any similar BPM technology will be a plus
• Experience of building systems ground up, including design, development and implementation will be a plus. 

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.