oracle
Manager, Digital Product Operations
American Express
Phoenix, USA
Full-time
Manager · 3+ years experience
Remote
Discovered 1 weeks ago
Full Job Posting
Qualifications
- 3–5+ years in Product Operations, Business Operations, SaaS Operations, or similar environments.
- Experience building or governing structured workflows and intake frameworks.
- Demonstrated ability to influence cross-functional stakeholders without direct authority.
- Strong analytical skills with ability to assess and communicate business impact.
- Experience in fintech, payments, SaaS, or expense management platforms preferred.
- Core Competencies
- Operational governance and systems thinking.
- Structured prioritization and demand management.
- Cross-functional leadership and influence.
- Data-informed decision making.
- Executive-ready communication.
- Continuous improvement orientation.
- Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.
Responsibilities
- Defect Triage & Engineering Capacity Protection
- Own end-to-end governance of product defect intake, validation, and severity classification prior to escalation to Engineering.
- Establish and enforce quality standards for defect submissions, ensuring reproducibility, impact clarity, and documentation completeness.
- Differentiate true product defects from configuration, process, or training gaps to prevent unnecessary engineering engagement.
- Quantify business and utilization impact to inform prioritization decisions.
- Preserve engineering capacity by reducing unnecessary escalations and improving intake rigor.
- Cross-Functional Product Operations Leadership
- Serve as the primary operational liaison between Early Experience and Product & Engineering.
- Translate product-related customer feedback into structured, validated inputs aligned to business impact.
- Drive alignment on prioritization, status transparency, and communication during high-impact product events.
- Maintain closed-loop reporting to ensure visibility into roadmap and defect resolution outcomes.
- Product Enhancement Governance & Demand Management
- Govern the structured intake and qualification of customer-driven product feature requests.
- Aggregate enhancement themes to represent a unified and prioritized voice of the customer.
- Align enhancement demand to measurable utilization, sentiment, and business impact indicators.
- Track feature request lifecycle outcomes and provide transparency into roadmap decisions.
- Feature Readiness & Release Governance
- Assess operational supportability and downstream impact of new features prior to release.
- Ensure Early Experience teams are equipped with documentation and readiness materials.
- Monitor post-launch adoption and sentiment performance to evaluate feature effectiveness.
- Identify gaps between feature intent and customer experience outcomes.
- Product Health & Experience Insights
- Maintain ongoing visibility into product stability and feature utilization trends.
- Identify systemic friction themes that may impact engagement, sentiment, or card utilization.
- Escalate risks and recommend scalable remediation strategies aligned to business objectives.
- Measurable Impact
- Reduction in unnecessary engineering escalations.
- Improved defect quality and prioritization accuracy.
- Increased feature utilization among Early Experience customers.
- Stronger alignment between customer demand and roadmap prioritization.
- Reduced operational friction for customer-facing teams.
- Protection of engineering delivery capacity.
Preferred Qualifications
- Experience in fintech, payments, SaaS, or expense management platforms preferred.
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