Manager, Digital Product Operations at American Express in Phoenix, AZ

Job description

Global Commercial Services (GCS) serves millions of business customers around the world, from mom-and-pop shops to Fortune 500 companies. We back businesses so they can do more business, with a mission to be the undisputed leader in financial and membership services - responsibly driving double-digit revenue growth. We do that by offering a diverse range of payment and cashflow tools, from a wide range of traditional card products, to working capital and supply chain financing, to new digital solutions that make it easy for our customers to manage a full range of their financial and payment needs. Role Overview The Manager, Digital Product Operations is embedded within the US SME Early Experience organization and serves as the operational bridge between customer-facing teams and Product & Engineering. This role drives operational rigor across product stability, customer-driven feature demand, and feature readiness. By governing defect validation, enhancement intake, and structured feedback representation, the Analyst ensures engineering capacity is preserved, product performance is transparent, and customer experience insights meaningfully influence roadmap decisions. This role is not customer-facing but may join customer-facing colleagues on customer calls occasionally to better understand the customer experience or provide customers with technical guidance. Instead, it enables US SME through disciplined operational frameworks that support scalable product delivery, feature utilization, and continuous improvement. Candidates who reside within a reasonable commuting distance of an American Express office in Minnesota, Florida, or Arizona will be required to work onsite three days per week, in accodance with the company's hybrid work expecatations. Defect Triage & Engineering Capacity Protection Own end-to-end governance of product defect intake, validation, and severity classification prior to escalation to Engineering. Establish and enforce quality standards for defect submissions, ensuring reproducibility, impact clarity, and documentation completeness. Differentiate true product defects from configuration, process, or training gaps to prevent unnecessary engineering engagement. Quantify business and utilization impact to inform prioritization decisions. Preserve engineering capacity by reducing unnecessary escalations and improving intake rigor. Cross-Functional Product Operations Leadership Serve as the primary operational liaison between Early Experience and Product & Engineering. Translate product-related customer feedback into structured, validated inputs aligned to business impact. Drive alignment on prioritization, status transparency, and communication during high-impact product events. Maintain closed-loop reporting to ensure visibility into roadmap and defect resolution outcomes. Product Enhancement Governance & Demand Management Govern the structured intake and qualification of customer-driven product feature requests. Aggregate enhancement themes to represent a unified and prioritized voice of the customer. Align enhancement demand to measurable utilization, sentiment, and business impact indicators. Track feature request lifecycle outcomes and provide transparency into roadmap decisions. Feature Readiness & Release Governance Assess operational supportability and downstream impact of new features prior to release. Ensure Early Experience teams are equipped with documentation and readiness materials. Monitor post-launch adoption and sentiment performance to evaluate feature effectiveness. Identify gaps between feature intent and customer experience outcomes. Product Health & Experience Insights Maintain ongoing visibility into product stability and feature utilization trends. Identify systemic friction themes that may impact engagement, sentiment, or card utilization. Escalate risks and recommend scalable remediation strategies aligned to business objectives. Measurable Impact Reduction in unnecessary engineering