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Director Product Management

Company: Amex
Location: Phoenix
Posted on: September 24, 2022

Job Description:

ID: 22021249Job DescriptionWork Location Options: Hybrid/Virtual You Lead the Way. We've Got Your Back. At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible - and we're proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. At American Express we place an enormous emphasis on users and usability. We sit at the intersection of commerce and experiences and are unique in our business model. We are a part of a handful of companies in the world that lead a user's end to end commerce experience. With our mix of assets like rewards, acquisition, benefits, members only perks, we are re-imagining how commerce and experiences converge in a more modern, digital, and connected world. As we change the way consumers and their merchant interact with each other, we are looking for unbelievably versatile leaders to define and complete an overly ambitious vision.The elegance and efficiency of our banking journeys will create rich capabilities and experiences for our customers, sustainable and driven differentiation for American Express. We need a high-energy, passionate, and adaptable individual that can help us achieve our banking platform and operations goals.The Director Product Management (Partner Oversight and Governance) will report and assist the Vice President Product Management of Digital Banking Platform.Job Responsibilities:

  • Understand business objectives and customer needs, identify creative ways to leverage capabilities, and develop innovative solutions to meet those needs.
  • Own key collaborator relationships across marketing teams.
  • Lead, coach, and grow a team of people who are crucial to product operations.
  • Work closely with Technology as key partner interfacing back with business teams to be responsible for and ensure best-in-class delivery and customer outcomes.
  • Primary liaison between the Company and contracted third party servicing Partners.
  • Establishes and maintains effective working relationships with the product operations team.
  • Monitors and improves processes related to third party servicing to minimize risks and to ensure corporate reputation remains intact.
  • Conducts contract testing to ensure compliance with AEMP 10 requirements
  • Oversees and tests the implementation of new products and services offered by Company at each third-party vendor to ensure quality and appropriate risk mitigation.
  • Collaborate effectively with all team members and partners to ensure regulatory compliance.
  • Partner with Operation Excellence, Business, Product Management teams among others to identify gaps, create new processes and streamline processes.
  • Strong analytical subject area, solution-oriented approach, and focus on outcomes.
  • Demonstrated ability to drive transformation in complex, and matured processes.
  • Strong project/product management skills and demonstrated ability to manage multiple business priorities.
  • Ability to build strong relationships, communicate effectively and lead through influence.
  • Knowledge of Third-party monitoring, SLA tracking / Progress reporting and Process controls.
  • Knowledge of Third-party lifecycle activities Pre-contract, Post-Contract and Termination.
  • Demonstrated ability to quickly adapt to changing circumstances with a will-to-win.
  • Find opportunities to build dashboard and support leadership with regular updates.
  • Knowledge of risk management functions / familiarity with standard processes and tools; as well as knowledge of those relevant to third-party relationship management will be a plus.
  • Knowledge of Operational Risk Events / Corrective Action Plans and management of Third-party tracking.
  • Maintain Vendor oversight for PRSAs and Controls.
  • Support Financial management including Invoice/SLA Credit validation and monitoring for accuracy.
  • Support third-party monitoring/tracking of Business Continuity and DR exercises and validation results.Here is what we are looking for:
    • Leadership: Strong people management skills and shown ability to lead and develop an Analytics team; Creates a culture that engages business partners through a collaborative approach to make fact based, data-driven decisions.
    • Nurturer of talent: To bring out the best in individuals and team.
    • Analytical Skills: Able to structure and process qualitative or quantitative data and draw insightful conclusions. Demonstrated ability to analyze complex data and processes to drive process improvements and creative solutions (Critical).
    • Flexibility/Adaptability: Not thrown off by frequently changing priorities and conditions; copes effectively with complexity and change. Deals with ambiguity - to take the unknown into action.
    • Drive & Persistence: Proactive & self-driven; Resourceful, has grit, and a positive "can do" attitude. Possesses a strong willingness to work hard and efficiently to get the job done.
    • Collaboration & Influence: Ability to successfully influence and bring together internal and external stakeholders to achieve shared goals.
    • Communication Skills: Communicates information, ideas, and concepts clearly.
    • Attention to Detail: Does not let crucial details slip through the cracks or derail a project.
    • Lots of questions: Curious, loves learning. Not willing to accept surface level answers. Challenges the status quo - and believes things can always be improved.
    • Product Ops Mindset: Proven ability to build, run and prioritize a product partner needs.As part of our diverse tech team, you can architect, code and ship software that makes us a crucial part of our customers' digital lives. Here, you can work alongside hardworking engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve complicated problems. Amex offers a range of opportunities to work with the latest technologies and encourages you to back the broader engineering community through open source. And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development. Find your place in technology on #TeamAmex. We are seeking a solution-oriented manager with vast experience working under volatile, complex and uncertain environments to develop and drive innovation and automation especially in call center management, financial, compliance and third-party management requirements across contract and policy mandates. Demonstrated experience in operations and servicing management, data analytics and vendor management. Confirmed ability to take complex technical information and evaluate it against policy, program, enterprise, and industry standards and translate it into clearly defined communication and/or action plans for a variety of audiences including c-suite. Experience working in or with various governance and 2nd and 3rd lines of defense organization to support, challenge and promote objectives. Strong influencing and partnership skills, strategic planning, and relationship development with the proven ability to encourage, gain support, resolve difference of opinion and work in a matrixed organization. Consistent record leading, encouraging, and influencing a cross functional & global team to get positive results. A strong executive presence and the ability to optimally communicate and Experience handling third parties with GPSS managed processes required. Knowledge of the following is required: Business Continuity Planning High level testing or governance experience Strong Proficiency with Microsoft Office, specifically Excel, and PowerPoint as well as automation and robotic tools Lead with an external perspective, challenge status quo and bring continuous innovation Demonstrate learning agility, make decisions quickly and with the highest level of integrity Demonstrated ability to apply thought leadership and strategic thinking to deliver process maturity and development Ability to communicate findings to colleagues, business partners, and senior leaders Exceptional professional communication skills - clear, logical, and structured Impeccable integrity required for handling confidential information Masters' educational degree is a plus. 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. If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e., 2 doses for Moderna/Pfizer and 1 dose for J&J) in order to work in or visit any of our offices. This requirement is subject to legally required accommodations. Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions. American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law. Other Jobs You May Be Interested In Director Product Management United StatesBurgess Hill, West Sussex, United Kingdom Director Product Management United States Sr Manager- Product Development Phoenix, Arizona, United States and 3 morePhoenix, Arizona, United States 1/5 When you become part of our Talent Community, we'll keep you posted about future job opportunities that you may be a match for, as well as career-related events.

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Keywords: Amex, Phoenix , Director Product Management, Executive , Phoenix, Arizona

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