American Express

Senior Associate-Digital Product Operations

Posted On

Aug. 22, 2024

Location

Gurugram, Haryana

Experience Level

Freshers/Experienced

Job Type

Permanent

Apply By

Sept. 22, 2024

Job Description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities, and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join #TeamAmex and let’s lead the way together.

Functional Description

Enterprise Communications & MarTech Experiences (ECMX) is a global organization that sits within Enterprise Digital and Data Solutions (EDDS), and is a centre of excellence with the charter to drive high quality, customer-first communications that accelerate business growth through optimized go to market solutions and the development of best-in-class products and processes.

The Servicing Communications, Channels and Product team (SCCP) within ECMX, owns the products and platforms that power Enterprise Servicing communications globally. We are looking for a Product Operations Associate to provide critical support to our digital product managers. The responsibilities will flex according to the in-year and cross-team priorities but will cover program / project management support for large cross-functional initiatives; central co-ordination and oversight of Issue resolution (ensuring that product teams are effectively closing and documenting the remediation of operational risk events (OREs) and customer action plans (CAPs); assisting with the relationship management of vendors utilized by the product team and helping to establish clearer guidelines and best practice across our communication channels for the Enterprise: SMS, Email, Letter, Push notifications.

The successful candidate will be a highly motivated self-starter, who can help to create structure for the product team and work effectively across teams. The individual must be organized, culturally aware and a strong communicator who can effectively multi-task and prioritize as needs evolve. Candidates should feel comfortable working in a digital environment, liaising with technology teams, and be willing / able to learn and understand technical terms quickly to provide clear updates to non-technical business teams and stakeholders.

Responsibilities:

Issue Management – key role in co-ordinating, tracking and reporting on items to ensure timely and effective closure of operational risk events (OREs) and customer action plans (CAPs) to ensure Servicing Communications remain compliant and meet customer expectations
Supporting with relationship management of vendors utilized for Servicing communications – for example monitoring contractual timeframes, validating invoices for payment and ensuring regular check-ins in line with Amex’s vendor management policy
Opportunities to provide project / program management support for priority Enterprise initiatives touching Servicing Communications team – co-ordinating and liaising across multiple teams across EDDS, Technologies and Enterprise business partners to ensure successful delivery of outcomes

Qualifications / Experience:

12 months+ experience from across one or more of the following disciplines – ideally in a digital environment: project or program management / product operations / product / marketing / compliance or technology
Experience of collaborating across multiple teams and functions including product managers/owners, technology teams, analytics, marketing and external partners
Preferred, but not required: experience supporting relationships with external vendors and strategic partnerships
Comfortable in highly regulated environments and establishing clear, structured processes

Key Skills:

Excellent communication skills across distributed and global teams with ability to engage, influence, and inspire partners to drive collaboration and alignment
Intellectual curiosity and creative problem-solving skills – must be a self-starter with potential to work with little direct guidance Highly organized, taking individual initiative and accountability for getting results
Ability to adapt quickly to shifting priorities and multiple demands
Enthusiasm for exceptional products and services, able to empathize with customers
Understanding of / ability to quickly learn tech and product development processes – can effectively translate technical speak for business teams
Curiosity and hunger to know how things work and ability to use that knowledge to make connections and find opportunities with an entrepreneurial mindset and bias toward action
Detail oriented, able to identify key questions, make recommendations and assess how pieces of the puzzle interact and affect the overall project
Recognize issues quickly and determine how to get a resolution through creative and effective problem solving

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

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.

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