Associate - Digital Product Management

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. As part of #TeamAmex, you'll experience this 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.

Business Overview

Global Servicing (GS) is at the heart of American Express mission to deliver the world’s best customer experience every day. GS is responsible for the company’s customer service, credit, and fraud operations, serving consumers, commercial clients, and merchants across the globe, as well as global consumer travel and lifestyle servicing. Building on American Express 175-year legacy of service excellence, GS combines the power of cutting-edge technology with a human touch to transform each customer interaction.

Within GS, the Product team is focused on designing and delivering next-generation servicing platforms. A key part of this work is owned by CLIC (Case Lite Intermediate Case), the enterprise case management platform that powers seamless resolution journeys for customers, merchants, and customer care professionals. This is an opportunity to join a team working with Pega, One Amex, ACE (Automation & Case Ecosystem), Lumi (Enterprise Data Platform), and Generative AI (GenAI) to reimagine case management at scale.

How will you make an impact in this role?

We are seeking a highly motivated Associate - Digital Product Management to join as a Product Owner for CLIC. In this role, you will play a pivotal part in delivering best-in-class case management capabilities within GS. You will collaborate with product managers, engineers, designers, and business partners to define, prioritize, and deliver features and enhancements for CLIC.

This position blends product ownership, digital product development, agile delivery, and portfolio support. You will contribute to backlog management, user story creation, and data-driven insights, while also supporting enterprise planning processes such as Lean Portfolio Management (LPM) and Long Range Planning (LRP) for ETIs.

This is a unique opportunity to be part of the next generation of case management at American Express, where innovation and scale come together to shape the future of servicing.

Key Responsibilities

• Act as a Product Owner for features and enhancements on the CLIC platform.

• Support the product vision and strategy for CLIC and ACE capabilities, collaborating with technology and business stakeholders.

• Translate business needs into actionable user stories and acceptance criteria for engineering teams.

• Manage backlog refinement, sprint planning, and sprint reviews to ensure delivery aligns with roadmap priorities.

• Partner with product managers to support LPM and LRP processes, ensuring accurate sizing and prioritization of ETIs.

• Leverage Lumi and other data platforms to generate insights, identify opportunities, and support product decisions.

• Apply SQL, Hive, Python, and scripting techniques to support analysis, troubleshooting, and validation.

• Contribute to the development and delivery of automation capabilities and case workflows that drive colleague and customer efficiency.

• Collaborate across GS and partner business units to deliver customer-centric solutions.

• Monitor product performance, track KPIs, and prepare leadership updates.

• Partner with control and risk management teams to ensure compliance is embedded into product delivery.

• Stay current on industry trends in case management, AI/GenAI, automation, and data platforms to shape and influence the roadmap

Minimum Qualifications

• Bachelor’s degree in computer science, Business, Engineering, or a related field

• 3+ years of experience in product ownership, product management, business analysis, or related technical role

• Familiarity with Agile/Scrum methodologies and tools such as Jira and Confluence

• Strong problem-solving, analytical, and organizational skills with attention to detail

• Excellent communication and collaboration skills to work across business and technology teams

• Curiosity and passion for learning about emerging technologies (automation, AI/ML, GenAI)

• Ability to manage multiple priorities independently in a fast-paced environment

Preferred Qualifications

• Professional certifications such as CSPO, SAFe POPM, SAFe Scrum Master (SSM), CSM, PSPO, or PMI-ACP

• Technical certifications in cloud, automation, or data platforms (e.g., GCP, AWS)

• Experience with case management platforms (e.g., Pega) or workflow automation

• Hands-on knowledge of SQL, Hive, Python, APIs, or data integration methods

• Experience with compliance, controls, or risk management frameworks

• Familiarity with design thinking, LEAN, Six Sigma, or continuous process improvement techniques

Why is this role unique?

This role offers the opportunity to shape the future of enterprise case management at American Express. As a Product Owner, you will work at the intersection of customer experience, advanced technology, and portfolio strategy, leveraging platforms like ACE, Lumi, and GenAI to deliver transformative solutions. This is not just a role - it’s an opportunity to contribute to one of American Express most critical servicing platforms and help set new standards for customer and colleague experiences worldwide.

Job Location: Hybrid (Gurugram)
Timings: Wed–Fri: 1:00 – 9:30 pm IST

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
• 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.