As part of Servicing, Capabilities & Innovation organization, the Global Disputes Management (aka GDM) is an established platform for servicing Disputes, Fraud & Banking case types. This is a critical leadership role that includes business oversight, project delivery of initiatives currently in development, as well as providing support in identifying new servicing capabilities required to keep American Express a world leader in superior customer care.
ResponsibilitiesThe primary responsibility for this GDM Product Owner role will be leading strategic projects across Disputes applications globally, with a focus on the technology and features that innovate American Express’s customer servicing functions. This role will report to the Product Manager for Case Management and will partner with other Product owners and team members in multiple sites - US, India & Canada. Key relationships will be with Disputes, Fraud & Banking Front office & Back office GBI, ETS Technical Project managers and developers, Fraud Risk and Strategy etc.
The team’s mission is to provide extraordinary customer care and satisfaction through improved infrastructure and capabilities, via three key activities:
• Programe & Project Delivery - focusing on the key ideas that offer the biggest value for the customer experience, for World Service and ultimately for Amex. Key outcome is to establish business project plans to support the flawless delivery of initiatives, by partnering with the Technology and Disputes, Fraud & Banking organizations on project delivery and architectural approach.
• Uphold Compliance & Market regulations - proactively identifying opportunities to achieve transformation of both customer experience and shareholder outcomes.
• Business Architecture - Support and working with the business architect in defining tangible steps to create complex capabilities. The key outcome is a tactical roadmap which describes the investment strategy and implementation plan for a major technology program, including the business transformation work streams that contribute to success.
The incumbent in the role must have the following skills:
• Experience of the Full Disputes lifecycle either through on the job experience or project experience
• Understand project management and project delivery lifecycle.
• Comfort and experience in working with both business and technology groups.
• Experience in supporting or leading strategic planning activities.
• Capable of explaining technical concepts to a non-technical audience.
• Strength in relationship-building and consultative engagements.
• Work experience with IT solutioning and business process reengineering.
• Proven ability to successfully drive results within a matrixed organization, and ability to break down organizational barriers and to influence without direct authority.
• Ability to create and deliver innovative solutions
• Excellent verbal and written communication skills, with proven ability to communicate effectively across all organizational levels.
• Understanding of the agile methodology highly preferable including role of the Product Owner/Defining User Stories
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 TeamWe 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.
Skills Required
- Experience of the full disputes lifecycle
- Understanding of project management and project delivery lifecycle
- Experience working with both business and technology groups
- Experience supporting or leading strategic planning activities
- Ability to explain technical concepts to non-technical audiences
- Strength in relationship-building and consultative engagement
- Experience with IT solutioning and business process reengineering
- Proven ability to drive results within a matrixed organization and influence without authority
- Ability to create and deliver innovative solutions
- Excellent verbal and written communication skills
- Understanding of Agile methodology, including Product Owner role and defining user stories
American Express Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about American Express and has not been reviewed or approved by American Express.
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Healthcare Strength — Pay is often viewed as attractive when combined with comprehensive health, dental, and vision coverage that supports day-to-day needs. The benefits package is also framed as especially helpful for those supporting dependents.
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Retirement Support — Retirement benefits are positioned as a meaningful part of total rewards through a 401(k) plan with company matching. Financial wellness services and coaching are also highlighted as strengthening longer-term financial security.
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Leave & Time Off Breadth — Paid time off is repeatedly characterized as generous and a valued component of the overall package. Time off and flexibility are presented as helping the total rewards feel more complete beyond base salary.
American Express Insights
What We Do
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.
