Analyst-Product Management (Phoenix, AZ)

| Phoenix – Mesa – Scottsdale, AZ
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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 redefining what's possible - and we're proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

We are focused on providing the best customer experience everyday through a differentiated set of products and services. With our mix of assets like rewards, benefits, members only perks, we are re-imagining how commerce and experiences converge in a more modern, digital and connected world.

Enterprise Data Governance & Platforms (EDGP) is part of the larger Enterprise Digital and Data Solutions (EDDS) organization. EDGP improves the customer experience and drives business growth through robust enterprise-wide data policies and governance and enabling a data-driven culture, while developing digital and data platforms that provide insightful customer relationships and allow users to leverage enterprise-wide data capabilities.

Identity Product Solutioning and Operations team is focused on effectively solutioning the customer need, support onboarding/integrations, operationalizing Identity capabilities and making Identity product and partners successful by providing the information and process for their need, resolving technical issues, analysis, configuration, testing, deploying products, roll out strategies and maintaining the high-quality execution, reporting, and tracking across Identity product and programs.

In this role, you will lead day-to-day operations including facilitating the resolution of cases, spearheading engagements with development engineering and product teams - providing clear documentation, self-servicing tools and direction for developers and product management, and clear programs for execution. Develop, launch, and continually improve communication notifications (email/SMS/push notifications) across the One Identity platform products and journeys. The ultimate outcomes you'll be contributing to, are an unparalleled integration and delivery process coupled with excellent efficiency and efficacy. Finally, you will also be responsible for the continuous improvement of delivery and rollout processes and successful customer onboarding and serve as the point person between clients, market contacts, compliance, product management and Identity engineering team.

Duties & Responsibilities:
  • Builds processes and identifies tools to improve the Identity product operations.
  • Analyze product capabilities, solutions and features and drive a continuous process improvement and improve communication between teams for effective operations, delivery, and integrations across product.
  • Collaborate with product owners, partners and engineers and create detailed Internal and customer-facing documentation that will drive easy onboarding and adoption.
  • Analyze market specific requirement and data and use this information to operationalize product capabilities and document how to create or update new notification templates.
  • Work cross functionally with regulatory and compliance, information security, product development POs, enterprise communication/business integrations, and market stakeholders to obtain all approvals needed to launch new capabilities and update existing notification templates
  • Deliver operational deployment goals, such as new deployments speed, issue resolution speed etc.
  • Improve notifications across all journeys to drive optimal customer usability and account security
  • Create data events to track the customers retention rate for all One Identity journeys (reset password, recovered user-id, login, updating profile data, managing devices, etc.).
  • Use collected data to drive One Identity's strategy and work with product owners to identify any opportunities for product/journey enhancement
  • Ensure team readiness for supporting new products and services - with new documentations, prerequisites, and procedures.
  • Measure, maintain and improve delivery processes to increase efficiency and customer experience.

Develop good understanding of Identity products roadmap, overall technical architecture/design flows, configuration, and troubleshooting of the Identity services.

  • 3+ years of experience with technologies and protocols to support Product Operations.
  • Knowledge of Identity, Authentication Authorization domain is plus
  • Strong analytical, organizational, and problem-solving skills
  • Adept at interpreting data to derive business insights
  • Experience with prioritizing multiple requests and managing tight deadlines
  • Excellent product and program management skills, including product planning, issue tracking and delivery.
  • Problem Solving. Exhibits confidence and a deep understanding of emerging industry practices when solving business problems
  • Highly motivated with strong sense of accountability, initiative, and a 'can-do' attitude
  • Design content, technical product documentation and technical writing skills or similar experience will be a plus for this role.
  • Bachelor's Degree Required or Equivalent Experience

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.

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.

If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e. 2 doses for Moderna/Pfizer and 1 dose for J&J), in order to work in or visit any of our offices. This requirement is subject to legally required accommodations.

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More Information on American Express
American Express operates in the Fintech industry. The company is located in New York, NY and New York, NY. American Express was founded in 2022. It has 73317 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 179 open jobs at American Express, click here.
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