Job
Description
The objective of the Customer Remediation Strategy Team is to effectively serve as the business product owner of certain platforms and processes used to execute customer remediations and to establish centralized strategies and protocols concerning financial and non-financial remediations to ensure we deliver on our promises to customers in a complete and accurate manner. The AENB Strategy and Execution Team is looking for a Senior Manager of Business Product Management, Customer Remediation that will provide strategic guidance and support related to the Customer Loyalty Remediation Tools (e.g., Phoenix), the Customer Financial Remediation Tools (e.g., Florida), the Regulation O system of record ROUTe, and other future AENB-owned platforms & capabilities. The successful candidate will be a strong cross-functional collaborator that excels at process development and refinement. How will you make an impact in this role Support business ownership functions of various AENB tools and capabilities which include loyalty and financial remediation capabilities (eg Phoenix, Florida) and other current and future AENB platforms and capabilities (eg Regulation O system). Partner with key stakeholders including 1LOD (eg Product Owners, Engineering, BRT, APO team), 2LOD (e.g. Compliance, GCO), and Tech to ensure development and implementation of effective remediation capabilities aligned with remediation protocols. Support where necessary PRSAs, CAPs and OREs, Regulatory Exam Requests, Audits, ICT, GORO testing, BST, BMC, Third Party, etc. related to AENB-owned tools. Develop and execute roadmap to address applicable Risk Management (second line of defense) and Internal Audit Group (3rd Line of defense) findings as they relate to the Customer Loyalty and Financial Remediation Capabilities, the Regulation O system, and other future AENB platforms and capabilities. Partner with Compliance and GCO to put together parameters and handling of different aspects of customer remediation tools. Build strategy to enhance the standards of the Customer Remediation tools. Collaborate within the Programs & Capabilities team to ensure alignment of operational and technical requirements for all platforms. Oversee reporting and documentation requirements for tools including periodic review and updates of all operational remediation protocols and requirements. Contribute to a culture of ownership, follow-through, and cross-functional collaboration. Identify risks, challenges, opportunities, and business needs. Minimum Qualifications Experience in a strategic or product management role. Experience supporting, partnering with and/or functioning in an agile technical product management role preferred. Proficiency in risk management, compliance or audit (risk policies, procedures and controls). Highly motivated self-starter with outstanding analytical, problem-solving, written, and oral communication skills and a strong attention to detail. Program/ Project management skills, ability to prioritize and complete tasks. Ability to build strong relationships with all band levels and work effectively in a matrixed, collaborative team environment. Demonstrated ability to effectively engage, lead, educate, influence and collaborate to drive results. Bachelors degree in a quantitative field High degree of familiarity with product management tools such as: JIRA, Rally, Confluence, SharePoint, PowerPoint, Word and Excel Preferred Qualifications Demonstrated knowledge/ understanding of Amex Global Loyalty programs and capabilities (e.g. Membership Rewards, Cash Rewards, Cobrand, Amex Offers, etc.) Benefits include: 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
