eCRMs Sales Domain – Sr. Digital Product Manager

The International Card & Risk Services Technology (ICRST) organization delivers the technology strategy, platforms and solutions that underpin International Card Services and Credit & Fraud Risk across global markets. With approximately 900 colleagues across the UK, US, Canada, India and Mexico, ICRST plays a critical role in shaping enterprise-wide technology outcomes and driving compliance, resilience and innovation.

Join Our Enterprise CRM Solutions Sales Domain Product Team

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

The core of our company is not just the products we offer, but the personal connections our customers have with our brand. You can create digital experiences - from payments to rewards to servicing - that keep us connected to our customers and serve them at every touchpoint. From digital servicing and lifestyle features to secure, frictionless payment options, you can make a meaningful difference in our customers’ lives and help set us apart in the industry. 

The Enterprise CRM Solutions 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 Enterprise Customer Relationship Management Solutions (ECRMS) team creates solutions for the Sales and Customer Domain 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 Sr. Product Manager for the Sales Domain team within eCRMs. The Sr. Product Manager will be essential to how we unlock scaled value and impact for the enterprise by supporting our CRM applications across ONE.Force. The Sr. Product Manager will engage with key partners and users from GCS to understand the broader needs, opportunities, and trends; utilizing this knowledge to ensure Customer Relationship Management (CRM) Product offerings are comprehensive and ground-breaking.   

The Sr. Product Manager will work with Sales & Account Development users and business partners to collect and communicate the strategic roadmap across Product Teams that ties our key assets and offerings together to ensure we are crafting processes and solutions that will sustain the organization through the near and long term. The Sr. Product Manager will provide concise and clear updates across partner groups on the progress of projects and key results and facilitate the handoff of approved requests to the appropriate Engineering team. 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.  

• Interacting with customers across the Blue Box, business stakeholders and end users, 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., change requests submitted/rejected and user satisfaction. 
• Develops appropriate tracking and reporting to track product performance post-launch in order to evaluate future investment.
• Working alongside Product colleagues to continually improve 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 CRM platform, principally supporting sales capabilities. 
• Defining and continually refining feature priority with business leaders. 
• 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. 

• At least 5 years of demonstrated ability in product development and delivery with proven track record in defining winning product constructs and delivering a product roadmap. 
• A balance of technical knowledge and business acumen with a proven track record in launching software or services in partnership with engineering teams, and/or working cross functionally with multiple stakeholders and product development teams. 
• High degree of proficiency in OKR, Design Thinking, Event Storming, prototyping, iterative development, Scrum, and Agile product development. 
• Deep knowledge of Customer Relationship Management specifically the Salesforce Ecosystem 
• Enthusiasm and passion for great products and services and an ability to articulate product vision and functionality. 
• Results driven mindset with a proven track record to prioritize and deliver against multiple priorities in a fast-paced, dynamic environment. 
• Excellent communication skills with the ability to engage, influence, and inspire partners to drive collaboration and alignment. 
• Ability to solve sophisticated problems and has a highly analytical approach. 

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.