Manager - Digital Product Operations

Job Description

As part of the Global Merchant & Network Services (GMNS) organization, the GMNS Product team is at the center of American Express global acquiring strategy. The American Express Network enables over $1.7T in annual spend across more than 170 markets, and we are driving a multi-year transformation to modernize our acquiring capabilities and deliver innovative products and services for merchants and partners globally.

Within this transformation, Payment Designation and global acquiring models are a strategic priority, enabling partnerships with leading platforms such as Stripe and Adyen while preserving the unique value of the American Express network.

This is a dedicated Product Operations role supporting the strategic transition of Issues, Operational Risk Events (OREs), and audit management across Payment Designation and global acquiring. The Manager, Product Operations will strengthen governance, improve execution, and drive accountability for operational risk activities, allowing product teams to remain focused on delivery and client enablement. This role is ideal for a detail-oriented operator who is highly motivated and able to drive outcomes in a dynamic environment.

Responsibilities

• Support and drive end-to-end management of Operational Risk Events (OREs) and Issues, including impact assessment, control design, documentation, tracking, and corrective actions to target metrics
• Drive root cause analysis across Product, Technology, Risk, and Compliance to identify patterns, systemic control gaps, and process weaknesses
• Serve as a key point of contact with Control Management, Risk, Audit, and Compliance on OREs, audit findings, exams, RCSA, and new product approvals (AEMP54, NPD)
• Support production incident management, including documentation, communications coordination, and post-incident follow-up
• Perform quality checks on ORE and Issue documentation to ensure consistency and completeness
• Use data analytics to produce ORE and Issue reporting, analyze trends, and surface potential control gaps
• Contribute to governance routines, including dashboards, management reporting, and oversight forums that keep operational risk performance transparent to leadership
• Identify and implement process improvements that streamline ORE and Issue workflows, reduce bottlenecks, and improve operational efficiency
• Contribute to product governance, documentation, and ongoing refinement of operating practices
  
  

Qualifications

• 3–5 years of experience in product operations, risk, governance, payments, or related roles
• Understanding of governance concepts and operational risk frameworks (OREs, Issues, Remediation, RCSA a plus); familiarity with tools such as Archer beneficial
• Strong problem-solving skills with the ability to break down complex problems into actionable steps
• High ownership mindset with strong execution focus
• Comfortable working in cross-functional, fast-paced environments
• Strong communication and stakeholder management skills, with attention to detail in documentation and data
• Enterprise payments background or exposure to platform/API-based products is a plus
• Working knowledge of AI tools and workflows to improve productivity and execution
  
  

About Us

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.

About The Team

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.