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
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 — 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 an 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
· 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.
What We’re Looking For
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.
· 8 plus 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).
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:
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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