Manager-Digital Product Operations

The Manager-Digital Product Operations role at American Express is within the Global Commercial Services (GCS) Product Business Operations organization. This position leads a team responsible for monitoring and testing GCS products to ensure they function as intended and are not misused. Key responsibilities include strengthening monitoring frameworks, improving risk detection, and partnering with various stakeholders across Product, Operations, Technology, and Compliance to proactively identify and resolve issues, ensuring a strong control environment and positive customer experience.

Must Have

• Lead a team executing monitoring and testing across all GCS products (Small Business Cards, Business Checking Account, Corporate, B2B portfolios).
• Build a collaborative, high-performing environment focused on accuracy, quality, and continuous improvement.
• Oversee Smart Monitoring and manual testing to identify product misuse (AML, Reward gaming) and product quality assurance issues.
• Ensure risks are understood, root causes identified, and corrective actions strengthen future controls.
• Partner with stakeholders (Product, Ops, Technology, Servicing, Loyalty, Control Management, GFCC, LOBCO) to investigate issues and drive remediation.
• Collaborate with Product Managers early in the design process to provide risk input and ensure controls align with customer journey expectations.
• Serve as a primary liaison to compliance, governance, and control partners to meet Amex policies and regulatory requirements.
• Maintain monitoring results, issue summaries, and documentation for IAG, ICT, ORM, regulatory reviews, and RBST framework.
• Provide leadership with insights on trends, risk posture, product performance issues, and customer experience impacts.
• Simplify and enhance monitoring methodologies, Product Assurance processes, and misuse detection through Risk360.
• Identify opportunities to improve product design, customer journey flow, and controls based on monitoring insights.
• Champion capabilities that improve accuracy, automation, and early detection of potential issues.
• Leadership experience managing operational, risk, or product testing teams.
• Strong understanding of how products work end-to-end, including customer journey impacts and dependencies.
• Background in risk management, product operations, monitoring, testing, or compliance.
• Ability to manage complex cross-functional initiatives and influence without direct authority.
• Excellent analytical skills with strong attention to detail and ability to translate findings into clear actions.
• Structured thinker with strong judgment and decision-making skills.
• Detail-oriented with high ownership and accountability.
• Strong communicator able to collaborate effectively across diverse stakeholder groups.
• Relationship-builder with a focus on customer experience and operational excellence.
• Familiarity with monitoring frameworks, control testing, misuse monitoring, and KRI development.

Good to Have

• Prior experience within control functions such as Credit and Fraud Risk, CBO, GFCC.
• Demonstrated success building and scaling investigative teams.

Perks & Benefits

• Competitive base salaries
• Bonus incentives
• Support for financial well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements
• Generous paid parental leave policies
• Free access to global on-site wellness centers staffed with nurses and doctors
• Free and confidential counseling support through Healthy Minds program
• Career development and training opportunities

Work Location Options:

Hybrid

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?

Global Commercial Services (GCS) delivers world-class payment and working capital solutions to Small Business, Corporate, and B2B customers. The GCS Product Business Operations organization manages essential governance, operational controls, and risk oversight across all GCS products. Within this organization, the Ops Effectiveness team is responsible for monitoring and testing activities that protect customer experience, ensure products function as intended, and maintain a strong control environment.

We are seeking a Manager to lead monitoring and testing across the full GCS product suite. This role leads a team responsible for Risk360 initiative focused on product misuse monitoring for identifying when GCS products are not being used as intended and Product Assurance testing to verify GCS products operate as designed. The leader will strengthen monitoring frameworks, improve risk detection, and partner across GCS and other COEs to proactively identify and resolve issues.

Key Responsibilities

• Lead a team executing monitoring and testing across all GCS products, including Small Business Cards, Business Checking Account, Corporate, and B2B portfolios.
• Build a collaborative, high-performing environment focused on accuracy, quality, and continuous improvement.
• Oversee Smart Monitoring and manual testing to identify cases of product misuse (AML, Reward gaming etc.) along with product quality assurance issues related to offers, benefits, rewards, servicing processes, and operational breakdowns.
• Ensure risks are clearly understood, root causes are identified, and corrective actions strengthen future controls.
• Partner with various stakeholders including Product, Ops, Technology, Servicing, Loyalty, Control Management, GFCC, LOBCO etc to investigate issues, validate product behaviors, and drive effective remediation.
• Collaborate with Product Managers early in the design process to provide risk input and ensure controls align with customer journey expectations.
• Serve as a primary liaison to compliance, governance, and control partners to meet Amex policies and regulatory requirements.
• Maintain monitoring results, issue summaries, and documentation required for IAG, ICT, ORM, regulatory reviews, and the RBST framework.
• Provide leadership with insights on trends, risk posture, product performance issues, and customer experience impacts.
• Simplify and enhance monitoring methodologies, Product Assurance processes, and misuse detection through Risk360.
• Identify opportunities to improve product design, customer journey flow, and controls based on monitoring insights.
• Champion capabilities that improve accuracy, automation, and early detection of potential issues.
• Note Working Hours: Night Shift : 6:30 PM - 2:00 AM IST (candidates are expected to work flexible shift timings)

Minimum Qualifications

• Leadership experience managing operational, risk, or product testing teams.
• Strong understanding of how products work end-to-end, including customer journey impacts and dependencies.
• Background in risk management, product operations, monitoring, testing, or compliance.
• Ability to manage complex cross-functional initiatives and influence without direct authority.
• Excellent analytical skills with strong attention to detail and ability to translate findings into clear actions.
• Structured thinker with strong judgment and decision-making skills.
• Detail-oriented with high ownership and accountability.
• Strong communicator able to collaborate effectively across diverse stakeholder groups.
• Relationship-builder with a focus on customer experience and operational excellence.
• Familiarity with monitoring frameworks, control testing, misuse monitoring, and KRI development.

Preferred Qualifications

• Prior experience within control functions such as Credit and Fraud Risk, CBO, GFCC
• Demonstrated success building and scaling investigative teams

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.