Job Description
Amex Digital Labs’ mission is to build the future of payments and membership, creating new value that evolves with our customers' needs and drives deeper engagement and loyalty. We leverage emerging technologies to deliver innovations that enhance how customers pay, travel, dine, and experience the brand.
This role will sit on the broader Cross Product Strategy & Operations team within Labs whose mission is to foster a culture of product excellence by focusing on cross-functional areas that drive efficiency, consistency, and strategic decision making across the Labs product portfolio. We are responsible for evolving our product foundation to maximize enterprise value, excellence, and efficiency. We do this by driving enterprise stakeholder alignment and prioritization for Labs products, gathering and analyzing data to make business decisions, streamlining workflows and strengthening cross-team collaboration.
We’re looking for a Sr Manager, Digital Servicing to help develop premium Servicing solutions for new digital products and enhancements for existing products. This person will work with a wide variety of stakeholders across Digital Product Development, Fraud & Credit Risk, Disputes, Operations, Global Servicing, and Technology teams to put system capabilities and operational processes in place prior to a product launch to effectively and efficiently service our Card Members. This is an exciting opportunity for someone who is passionate about servicing and both the CCP and end user experience.
Responsibilities
How will you make an impact in this role?
- Own and drive the servicing strategy for new digital products end-to-end, proactively identifying needs, shaping solutions, and ensuring readiness ahead of launches
- Design and implement scalable servicing standards, processes, and self-service capabilities, including building and maintaining a robust product servicing knowledge base for Digital Labs
- Act as a strategic partner to product and technology teams - anticipating servicing implications, translating business needs into clear feature requirements, and ensuring seamless execution through user acceptance testing
- Influence and partner with enterprise servicing, fraud, and risk stakeholders to evolve the broader servicing ecosystem, driving alignment and enabling changes required to support new digital product capabilities
- Proactively identify servicing gaps, risks, and friction points; develop and implement solutions that enhance the customer experience and improve operational efficiency
- Lead the development of operational procedures, training materials, and enablement strategies to ensure teams are equipped to deliver best-in-class servicing
- Continuously gather and synthesize insights from customer feedback channels to inform and influence the product and process improvement roadmap
- Bring servicing to life through clear, thoughtful communication - developing Card Member communications, FAQs, and support content that meet Amex standards and drive clarity and confidence
- Collaborate cross-functionally to align stakeholders, remove blockers, and ensure servicing considerations are embedded throughout the product lifecycle
Qualifications
- Minimum 3–5 years of experience in product development, product operations, or servicing strategy
- Highly proactive, self-starter mindset with a strong sense of ownership; comfortable operating independently and driving initiatives forward with minimal direction
- Strong customer-first mindset with a passion for improving servicing experiences and simplifying complex processes
- An interest in emerging technologies (agentic landscape) and an eagerness to learn more
- Excellent communication skills, with the ability to translate complex concepts into clear, actionable insights and influence decision-making
- Natural relationship builder who brings stakeholders along, fosters alignment, and drives collaboration across teams
- Thrives in fast-paced, ambiguous environments; able to pivot quickly, prioritize effectively, and manage multiple initiatives simultaneously
- Curious, solutions-oriented, and eager to challenge the status quo to drive continuous improvement
- Experience working with technical and product development teams is a plus
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.
About Us
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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our 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.
About The Team
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 out 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 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.
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The below 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.
