Mgr-Digital Product Mgmt

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.

 

The Enterprise CRM Solutions (eCRMs) team was created in 2024 as part of the company’s Framework for Winning. Core to our purpose is reimagining the platform solution-delivery model to dramatically improve our strategic agility, speed to market, effectiveness of delivery and transparency. The eCRMs team creates solutions for the Sales and Customer Domains via respective platforms by harnessing the power of Data, Machine Learning, and Artificial Intelligence to offer powerful selling and re-selling engines to acquire new clients and expand existing client relationships for Sales, Account Development, and Marketers across the Enterprise. 

 

We are looking for a Manager - Digital Product Management in the Sales domain Data & AI product team. The Product Manager will collaborate with stakeholders, users and partners to support and help create a compelling product vision, strategy and roadmap, and drive products and features from concept to launch in a fast-paced environment. The Product Manager has responsibility for decision making and prioritization for their products, working with Sales, product, engineering, and servicing leaders to convert the product vision and strategy into a well-managed product roadmap with an iterative release cycle with the customer in mind. 

 

The Product Manager will also be key to how we constantly improve and iterate on our capabilities, serving as a key bridge - listening to our users - to help our teams iterate, test, and learn. We are looking for someone who is deeply inquisitive, enjoys creative problem solving, pays attention to details, and has an entrepreneurial mindset and a maniacal focus on driving results.

A successful candidate will have:

• 5+ years of direct work experience in CRM Product management, Data and AI 

• Experience working with business capability models and data architecture artifacts

• Experience understanding, interpreting and assessing adherence to policies and regulations

• Experience working across teams and business units for analysis, recommendations and execution

• Ability to work in white space to design and bring to life solutions for solving complex challenges.

• Outstanding relationship and influencing skills to collaborate with internal and external partners.

• Flexibility and a positive attitude, even when faced with challenges

• Prior experience with Salesforce CRM products and AI capabilities is a strong plus

• Excellent communication skills with the ability to engage, influence, and inspire partners and stakeholders to drive collaboration and alignment.

  Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions. 

• Lead the product strategy, roadmap, and evolution of GCS Guided Selling (Outreach), a mission-critical CRM sales engagement platform, to transform B2B sales experiences through AI-powered capabilities.

• Own end-to-end product discovery, prioritization, design, and delivery of innovative Guided Selling capabilities that simplify sales workflows, improve colleague productivity, and enable smarter, insight-driven customer engagement.

• Interacting with customers across the Blue Box, primarily within the Commercial and Merchant Sales and Account Development organizations, to identify needs, opportunities, and gaps, and solve problems.

• Be a loud voice for the user, working with product teams to identify and articulate feature enhancements critical to driving improvements in future iterations;

• Enabling analytics-driven decision making to evolve products and usage and own the metrics, e.g., leads generated and worked, opportunities closed, user satisfaction;

• Develops appropriate tracking and reporting to track product performance post-launch in order to evaluate future investment;

• Partner with cross functional teams to ensure training and readiness is in place prior to launch;

• Continually improving products post-launch, prioritizing bugs and feature requests based on customer satisfaction;

• Identifying opportunities and providing input on product vision, strategy, roadmap, and features for the Salesforce.com platform; 

• Defining and continually refining feature priority with business leaders;

• Translates product roadmap features into well-defined product requirements/user stories and acceptance test criteria;

• Prioritizes and maintains the sprint backlog for his or her products, balancing the requirements of customers and stakeholders;

• Coordinates communication, escalates and facilitates resolution of risks, issues, and changes tied to the Product Backlog; and

• Establishing the product’s goals and reviewing success metrics to achieve success.