Associate-Digital Product Management

You Lead the Way. We've Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you'll be recognized for your contributions, leadership, and impact-every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

How we serve our customers is constantly evolving and is a challenge we gladly accept. Whether you're finding new ways to prevent identity fraud or enabling customers to start a new business, you can work with one of the most valuable data sets in the world to identify insights and actions that can have a meaningful impact on our customers and our business. And, with opportunities to learn from leaders who have defined the course of our industry, you can grow your career and define your own path. Find your place in risk and analytics on #TeamAmex.

Enterprise Comms & MarTech Experiences (ECMX) is a global organization that sits within Enterprise Digital and Data Solutions (EDDS) and is a center of excellence with the charter to drive high quality, customer-first communications that accelerate business growth through optimized go to market solutions and the development of best-in-class MarTech products and processes.

We are looking for a Sr. Analyst to join our Marketing Enablement and Transformation product team with a focus on escalation support and triaging. The ideal candidate for this role will be a skillful communicator who enjoys a fast-paced environment, operates cross-functionally, and has a strong technical aptitude all while maintaining a positive attitude and sense of humor in the face of challenges.

Some of the Key responsibilities include:

1. Product Expertise:

• Develop a deep understanding of our campaign set up platform, including its features, functionality, and user workflows.
• Serve as the go-to resource for product-related inquiries and escalations from Level 1 Support Team.
• Stay updated on new product releases, features, and updates to provide accurate support.

2. Technical Support:

• Monitor Escalations Case Queue for any new cases or data issues
• Address and resolve complex product-related issues escalated from Level 1 Support Team, including bugs, configuration issues, and user errors.
• Conduct root cause analysis for issues and provide feedback to the product and Level 1 Support Team.

3. Customer Communication:

• Communicate effectively with customers to understand their issues and provide timely resolutions.
• Provide clear explanations of product functionality and best practices to end-users.
• Escalate critical issues to the product management team when necessary.

4. Collaboration with Product and Tech Teams:

• Partner with Engineering Team on technical resolutions and ongoing fixes
• Work closely with product managers and developers to relay customer feedback and suggest product improvements.
• Participate in product meetings and contribute insights from support experiences.
• Help prioritize issues and feature requests based on customer impact and support data.

Qualifications:

· Experience:

• 3+ years of experience in a product support or technical support role, with at least 2 years in a customer-facing position.
• Experience in Marketing execution and strategy space is a plus.

· Soft Skills:

• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work effectively under pressure and manage multiple priorities.
• Customer-centric mindset with a passion for helping users succeed.

· Technical Skills:

• Basic knowledge of SQL, SOQL, or scripting languages is a plus.
• Salesforce certification is a plus.

Qualifications

Salary Range: $60,000.00 to $110,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

At American Express, you'll be recognized for your contributions, leadership, and impact-every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

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.

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