Senior Associate-Digital Product Ops

The Enterprise Technology Services organization partners with every part of the American Express business to power the company’s growth and innovation with trust and efficiency, and drive competitive differentiation with speed. We support the delivery and operations of technology, digital, and data capabilities, platforms, and services globally. Specifically, our team is responsible for the company’s technology engineering, architecture, and infrastructure, providing 24x7 support to ensure an uninterrupted, high-quality experience for customers and colleagues. We also provide product management for core enterprise platforms, and lead technology risk and information security, enterprise data governance and platforms, digital product and design, and enterprise AI platforms on behalf of the company

Key Responsibilities

Product Operations & Delivery
• Support the end-to-end product operating model by driving operational processes that improve product planning, release management, and execution.
• Coordinate product delivery activities across Product Managers, Engineering, Technology, and Operations teams to ensure timely and high-quality releases.
• Aggregate, validate, and publish release notes to downstream systems and Application Support teams for every product release.
• Partner with Product Owners to ensure impact assessments for Cornerstone tables and downstream applications are completed, reviewed, and communicated prior to each release.
• Drive operational excellence by identifying process improvements and standardizing product management practices across the organization.

Risk & Compliance Management
• Embed American Express risk management and compliance controls into product demand management and delivery processes.
• Proactively identify, assess, and mitigate product delivery, operational, technology, and regulatory risks throughout the product lifecycle.
• Establish and maintain platform-level risk profiles, ensuring appropriate control coverage and ongoing governance.
• Build and maintain centralized dashboards that provide visibility into platform risks, compliance status, audit actions, and remediation progress.
• Serve as the primary point of contact for Product, Technology, Control Management, Operational Risk, Compliance, and Internal Audit partners.
• Identify compliance gaps early and partner with stakeholders to implement corrective actions before delivery timelines or risk posture are impacted.
• Own and coordinate delivery of audit and regulatory commitments, including Operational Risk Events (OREs), Corrective Action Plans (CAPs), Management Action Plans (MAPs), MSIFs, and other governance deliverables, ensuring all commitments are completed on schedule.

User Enablement & Product Communications
• Manage and oversee user enablement content to ensure customers and internal users have access to accurate, timely, and high-quality product documentation.
• Edit and maintain customer-facing and internal enablement content, including in-app guidance, Guidance Management, OnAir communications, and SME newsletters.
• Coordinate review and approval workflows with Product Managers and Product Owners to ensure all enablement materials remain current and aligned with product releases.
• Own and continuously improve the Knowledge Article Generator capability, partnering with Product and Engineering teams to automate knowledge article creation using metadata and GitHub integrations.
• Ensure product communications are consistent, accurate, and delivered according to established governance processes.

Cross-functional Partnership
• Build strong partnerships with Product Managers, Engineering, Technology, Risk, Compliance, Control Management, Customer Servicing, and Application Support teams.
• Support governance forums by preparing operational metrics, risk updates, audit status, and release readiness reports.
• Drive accountability across stakeholders by tracking operational deliverables, risks, dependencies, and action items through completion.

Minimum Qualifications
• Bachelor's degree in Business, Engineering, Computer Science, Information Systems, or a related discipline.
• 6–10 years of experience in Product Operations, Risk Management, User Access Management, Knowledge Management, Issue Management , Sales Realignment or related functions.
• Experience supporting digital product delivery in Agile environments.
• Demonstrated experience working with operational risk, governance, compliance, audit, or control management processes.
• Strong understanding of product lifecycle management, release management, and change management practices.
• Experience creating executive dashboards, operational reports, and governance documentation.
• Excellent written and verbal communication skills with experience developing user-facing documentation and executive communications.
• Strong organizational skills with the ability to manage multiple concurrent priorities.

Preferred Qualifications
• Experience in Salesforce Sales Cloud, CRMA, Value Analytics and other sales domain tools.
• Familiarity with American Express risk and governance frameworks or similar enterprise control environments.
• Experience working with Jira, Confluence, GitHub, and knowledge management platforms.
• Experience supporting release communications, knowledge management, and user enablement programs.
• Working knowledge of SQL, CRMA or similar reporting and analytics tools.
• Understanding of Agile, Scrum, and product operating models.

Leadership Competencies

The successful candidate will demonstrate:
• A strong ownership mindset with exceptional attention to detail.
• Ability to influence cross-functional partners in a highly matrixed organization.
• Strong risk awareness and commitment to operational excellence.
• Excellent problem-solving and analytical capabilities.
• Customer-first thinking with a focus on delivering high-quality product experiences.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Continuous improvement mindset with a passion for simplifying processes and reducing operational risk.

Why Join American Express?

As a Senior Associate in Product Operations, you will play a critical role in ensuring our products are delivered with the operational excellence, governance, and customer focus that define the American Express brand. You'll have the opportunity to influence enterprise-scale product operations, strengthen risk and compliance practices, and help teams deliver innovative solutions with confidence and control.