Senior Manager - Digital Product Ops

Job Description

Work Location Options:

Hybrid

At American Express, our culture is built on a 175-year history of innovation, sharedand 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.

Senior Manager, Digital Product Operations
GMNS Products
About GMNS Products (formerly, Network & Acquirer Solutions)
GMNS Products (formerly, NAS) is leading the effort to modernize our acquiring ecosystem and strengthen regulatory and controls across GMNS. GMNS Products is leading the modernization of American Expresss acquiring ecosystem while strengthening regulatory, control, and compliance execution across GMNS. As part of this transformation, we are standing up a centralized PMO to manage a high volume of control and compliance mandates and convert fragmented demand into a disciplined, transparent operating model.
Role Summary
Reporting to the Director, Digital Product Operations PMO, Mandates, the Senior Manager, Digital Product Operations will play a critical role in operating and scaling the mandates PMO. This role is responsible for managing day-to-day intake, analysis, tracking, and reporting of control and compliance requests, ensuring high data quality, execution discipline, and stakeholder transparency.
This is a hands-on, execution-focused role requiring strong organizational skills, attention to detail, comfort with technical and regulatory requirements, and the ability to partner effectively across Product, Technology, Compliance, Control Management, and Delivery teams.
Key Responsibilities
Mandates Intake & Operational Management
Manage the day-to-day intake and triage of incoming mandates (control, compliance, regulatory, and high-priority asks).
Ensure requests are properly documented, categorized, and routed using established PMO standards.
Maintain a high-quality, up-to-date inventory of mandates, owners, dependencies, and status.
Prioritization & Execution Support
Apply defined prioritization frameworks to score and sequence requests.
Support the Director in preparing recommended delivery waves and capacity views.
Track progress against agreed timelines and surface risks, delays, or conflicts early.
Reporting & Governance
Own recurring operational reporting, including dashboards, trackers, and status summaries.
Prepare clear, accurate materials for leadership reviews, Steering Committees, and working sessions.
Maintain the PMO single source of truth for mandate status, milestones, and KPIs.
Cross-Functional Coordination
Partner closely with Compliance, Control Management, Legal, Product, Technology, and Delivery teams to validate requirements and confirm execution plans.
Coordinate across teams to resolve data gaps, clarify ownership, and manage handoffs.
Support escalation management by ensuring issues are clearly framed and evidence-based.
Process & Tooling Enablement
Help implement and refine PMO tools, templates, and workflows.
Identify process inefficiencies and recommend pragmatic improvements.
Ensure adherence to PMO standards and operating rhythms.
Continuous Improvement
Track throughput, cycle times, and backlog trends.
Support retrospectives and lessons-learned exercises.
Contribute ideas to improve predictability, transparency, and stakeholder experience.
Required Experience & Skills
Strong experience in program, project, or operations management within a complex, matrixed organization.
Demonstrated ability to manage high-volume workstreams with precision and discipline.
Comfortable working with control, compliance, regulatory, or risk-driven initiatives.
High attention to detail with strong organizational and follow-through skills.
Solid technical fluency able to understand requirements, dependencies, and delivery constraints.
Strong PowerPoint and Excel skills; able to produce clean, accurate reporting materials.
Effective communicator who can work confidently with cross-functional partners.
Preferred Qualifications
Experience in payments, merchant acquiring, or financial services.
Familiarity with PMO, portfolio, or workflow tools (e.g., JIRA, ServiceNow, Smartsheet, or similar).
Prior experience supporting senior leaders or PMOs in a governance or operations role.
Behavioral Traits & Culture Fit
Execution-oriented and reliable; delivers consistently and accurately.
Comfortable operating in ambiguity while following defined frameworks.
Collaborative, responsive, and service-minded toward stakeholders.
Proactive problem solver with a continuous-improvement mindset.

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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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