Job Details

Description

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 Global Servicing (GS) Automation team sits within the Servicing Capabilities and Innovation (SC&I) team within Global Servicing’s Global Support Enablement and Controls (GSEC) organization. The GS Automation Team collaborates to design, build, and implement process automation for global servicing processes while leading the day to day of our production digital workforce. Our aim is to build an intelligent automation ecosystem that transforms and elevates how we service our customers and colleagues through both traditional and advanced automation tools and capabilities such as API integration, Robotic Process Automation, Human-in-the-loop, Process Intelligence, Generative AI, and Agentic AI.

The Automation Operations Enablement team is driving a step change in how we work with harnessing digital, intelligent, and agentic automation to deliver better experiences for our colleagues, customers, and partners. Our Digital Operations team serves as the heartbeat of automation production: ensuring automations run smoothly, resolving issues in real time, and shaping the roadmap for tools that make operator workflows easier and more transparent. Digital Operations connects Technology and Business teams to drive automation reliability, transparency, and innovation. We don’t just monitor automations we help build the ecosystem that makes them smarter, safer, and more impactful.

We’re looking for curious, collaborative, and forward-thinking people who are comfortable with both operational discipline and innovation. Whether you’re experienced with traditional BPMN and RPA automations or exploring the power of AI and Agentic systems, you’ll help us evolve how automation supports AMEX’s mission to back our customers and colleagues every step of the way.

If you’re passionate about blending operations, technology, and innovation and you want to shape the future of digital operations this is the place to do it.

As the Associate - Digital Product Management you’ll play a critical role in ensuring our production automations run seamlessly from traditional BPMN-based processes to intelligent and agentic automation platforms. You’ll manage production monitoring, coordinate with Technology and Business teams to resolve incidents, and identify opportunities to make automation operations more scalable and resilient.

You’ll also help shape how we evolve our automation landscape by spotting trends, proposing enhancements, and supporting initiatives that make operations easier for colleagues and more reliable for our customers.

Key Responsibilities but not limited to:

• Oversee automation performance across production; proactively identify and resolve issues.

• Lead coordination between Technology and Business teams on open tickets, SLAs, and stakeholder updates.

• Analyze trends in automation alerts, incidents, and control reports to drive process improvement.

• Support handovers of new automations and migrations into production, ensuring readiness and completeness.

• Partner with Technology to design and refine monitoring tools, dashboards, and analytics.

• Drive visibility through regular reporting (daily production, SLA performance, incident metrics).

• Contribute to the automation product roadmap — identifying ways to enhance operator experience.

Minimum Qualifications:

• Excellent problem solving and troubleshooting skills.

• Ability to manage and complete multiple tasks within specified timeframes.

• Effective written and interpersonal communication skills with the ability to share information with both technical and non-technical partners.

• An ability to demonstrate adaptability and flexibility with the ability to remain calm under pressure.

• Strong analytical and problem-solving skills with experience in tools like Power BI or SQL.

• Excellent collaboration and stakeholder management abilities.

Preferred Qualifications:

• Desire to work on innovative automation initiatives that push beyond traditional paradigms.

• 2–4 years of experience in automation operations, production support, or process optimization.

• Experience with one or more automation technologies (RPA, BPMN, Workflow, API, or AI/Agentic automation).

Qualifications

Salary Range: $78,000.00 to $124,750.00 annually bonus benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

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

• 6% Company Match on retirement savings plan

• Free financial coaching and financial well-being support

• Comprehensive medical, dental, vision, life insurance, and disability benefits

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

• 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy

• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site .

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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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

Job: Product

Primary Location: US-Arizona-Phoenix

Schedule Full-time

Req ID: 25021942