What are the responsibilities and job description for the Senior Manager - Digital Product Management position at American Express?
Job Description
Senior Manager, Digital Travel & Lifestyle Experiences
American Express Travel & Lifestyle Services
American Express entered the travel agency business in 1915, and today is one of the world’s largest luxury travel and lifestyle networks. As part of the Consumer Services Group, the Travel & Lifestyle Services (TLS) business provides exclusive access, differentiated value, and unrivaled benefits to Card Members seeking leisure or business travel and lifestyle experiences. TLS plays a critical role in Card customer engagement, loyalty and satisfaction in addition to driving direct travel revenue and cost savings.
The Global Digital Customer Experience organization is a strategic focus area for growth within TLS as our cardmembers increasingly transact and self-serve digitally for their travel and lifestyle needs. Digital customer travel engagement and satisfaction have reached all-time highs, and through continued investment and focus, we seek to continue building out our infrastructure to meet growing demand, and to be able to elevate our service offering and the unique value and access we offer our Cardmembers.
The Role
We are seeking a customer-focused and execution-oriented Manager, Digital Travel & Lifestyle Experiences to help shape and deliver exceptional digital experiences across our premium travel ecosystem. This leader will drive customer-centric product initiatives and partner closely with business, technology, design, analytics, and operations teams to bring innovative customer experiences to market.
This role is ideal for a digital product and experience leader who combines strategic thinking with strong execution skills and has experience delivering customer-facing digital products, driving cross-functional initiatives, and creating measurable business impact through customer-focused innovation.
Responsibilities
Key Responsibilities:
QUALIFICATIONS
About Us
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.
As part of Team Amex, you’ll experience our 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.
About The Team
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. 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 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.
US Job Seekers - Click to view the “ Know Your Rights ” poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window: https://www.eeoc.gov/poster.
The below 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.
Senior Manager, Digital Travel & Lifestyle Experiences
American Express Travel & Lifestyle Services
American Express entered the travel agency business in 1915, and today is one of the world’s largest luxury travel and lifestyle networks. As part of the Consumer Services Group, the Travel & Lifestyle Services (TLS) business provides exclusive access, differentiated value, and unrivaled benefits to Card Members seeking leisure or business travel and lifestyle experiences. TLS plays a critical role in Card customer engagement, loyalty and satisfaction in addition to driving direct travel revenue and cost savings.
The Global Digital Customer Experience organization is a strategic focus area for growth within TLS as our cardmembers increasingly transact and self-serve digitally for their travel and lifestyle needs. Digital customer travel engagement and satisfaction have reached all-time highs, and through continued investment and focus, we seek to continue building out our infrastructure to meet growing demand, and to be able to elevate our service offering and the unique value and access we offer our Cardmembers.
The Role
We are seeking a customer-focused and execution-oriented Manager, Digital Travel & Lifestyle Experiences to help shape and deliver exceptional digital experiences across our premium travel ecosystem. This leader will drive customer-centric product initiatives and partner closely with business, technology, design, analytics, and operations teams to bring innovative customer experiences to market.
This role is ideal for a digital product and experience leader who combines strategic thinking with strong execution skills and has experience delivering customer-facing digital products, driving cross-functional initiatives, and creating measurable business impact through customer-focused innovation.
Responsibilities
Key Responsibilities:
- Drive digital customer experience strategy and execution informed by customer insights, market trends, and business priorities.
- Manage and deliver product roadmaps that balance customer needs, business objectives, and technology investments. Lead cross-functional initiatives from concept through execution with clear outcomes and accountability.
- Use customer feedback, analytics, and experimentation to guide product decisions and prioritization. Partner with UX and design teams to create seamless, intuitive digital experiences.
- Collaborate across Product, Engineering, UX, Marketing, Analytics, and Operations to align priorities and drive results. Effectively communicate progress, risks, and outcomes to stakeholders and leadership.
- Monitor and optimize the performance, reliability, and scalability of customer-facing digital experiences. Leverage data and KPIs to identify opportunities for continuous improvement.
QUALIFICATIONS
- 5 years of experience in digital product management, customer experience, or digital platform roles within consumer-facing organizations.
- Proven experience managing and delivering customer-facing digital products and experiences.
- Demonstrated ability to lead cross-functional initiatives and drive measurable business outcomes.
- Strong understanding of digital product development, customer experience design, personalization, experimentation, and engagement strategies.
- Experience creating differentiated digital experiences in industries such as travel, hospitality, financial services, e-commerce, retail, or other customer-centric businesses.
- Ability to navigate ambiguity, prioritize competing demands, and execute effectively in a fast-paced environment.
- Strong communication, collaboration, and stakeholder management skills, with experience working across organizations.
- Analytical mindset with experience leveraging customer insights, experimentation, and performance metrics to inform decision-making.
- Experience in travel, hospitality, financial services, e-commerce, marketplace, or other digitally sophisticated consumer industries.
- Experience managing customer-facing digital products or platforms at scale.
- Familiarity with Agile product development methodologies and modern digital technology ecosystems.
- Experience using data, experimentation, and customer research to optimize digital experiences and drive business results.
About Us
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.
As part of Team Amex, you’ll experience our 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.
About The Team
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
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 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.
US Job Seekers - Click to view the “ Know Your Rights ” poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window: https://www.eeoc.gov/poster.
The below 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.
Salary : $123,000 - $215,250