Manager - Digital Product Operations

As part of the Global Merchant & Network Services (GMNS) organization, the GMNS Product team is at the center of American Express’ global acquiring strategy. The American Express Network enables over $1.7T in annual spend across more than 170 markets, and we are driving a multi-year transformation to modernize our acquiring capabilities and deliver innovative products and services for merchants and partners globally. Within this transformation, Payment Designation and global acquiring models are a strategic priority, enabling partnerships with leading platforms such as Stripe and Adyen while preserving the unique value of the American Express network. This is a dedicated Product Operations role supporting the strategic transition of Issues, Operational Risk Events (OREs), and audit management across Payment Designation and global acquiring. The Manager, Product Operations will strengthen governance, improve execution, and drive accountability for operational risk activities, allowing product teams to remain focused on delivery and client enablement. This role is ideal for a detail-oriented operator who is highly motivated and able to drive outcomes in a dynamic environment. Support and drive end-to-end management of Operational Risk Events (OREs) and Issues, including impact assessment, control design, documentation, tracking, and corrective actions to target metrics Drive root cause analysis across Product, Technology, Risk, and Compliance to identify patterns, systemic control gaps, and process weaknesses Serve as a key point of contact with Control Management, Risk, Audit, and Compliance on OREs, audit findings, exams, RCSA, and new product approvals (AEMP54, NPD) Support production incident management, including documentation, communications coordination, and post-incident follow-up Perform quality checks on ORE and Issue documentation to ensure consistency and completeness Use data analytics to produce ORE and Issue reporting, analyze trends, and surface potential control gaps Contribute to governance routines, including dashboards, management reporting, and oversight forums that keep operational risk performance transparent to leadership Identify and implement process improvements that streamline ORE and Issue workflows, reduce bottlenecks, and improve operational efficiency Contribute to product governance, documentation, and ongoing refinement of operating practices 3–5 years of experience in product operations, risk, governance, payments, or related roles Understanding of governance concepts and operational risk frameworks (OREs, Issues, Remediation, RCSA a plus); familiarity with tools such as Archer beneficial Strong problem-solving skills with the ability to break down complex problems into actionable steps High ownership mindset with strong execution focus Comfortable working in cross-functional, fast-paced environments Strong communication and stakeholder management skills, with attention to detail in documentation and data Enterprise payments background or exposure to platform/API-based products is a plus Working knowledge of AI tools and workflows to improve productivity and execution