eCRMs VP - Product Management

You’ll do more than the expected. You’ll do the unexpected.

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.

The core of our company is not just the products we offer, but the personal connections our customers have with our brand. You can create digital experiences - from payments to rewards to servicing - that keep us connected to our customers and serve them at every touchpoint. From digital servicing and lifestyle features to secure, frictionless payment options, you can make a meaningful difference in our customers’ lives and help set us apart in the industry.

The Enterprise CRM Solutions team was created in 2024 as part of the company’s Framework for Winning. Core to our purpose is reimagining the platform solution-delivery model to dramatically improve our strategic agility, speed to market, effectiveness of delivery and transparency. The Enterprise Customer Relationship Management Solutions (ECRMS) team creates solutions for the Sales and Customer Domain via respective platforms by harnessing the power of Data, Machine Learning, and Artificial Intelligence to offer powerful selling and re-selling engines to acquire new clients and expand existing client relationships for Sales, Account Development, and Marketers across the Enterprise.

We are looking for a Vice President eCRMs Product to co-lead the Sales Domain Product team. The VP will help define and deliver our strategic vision for the platform and partner with stakeholders across the business from International Card Services and Global Commercial Services to develop a product vision, roadmap, and strategy that will deliver true value and maximize the investment in our tools and data. The VP’s goal is to create a global business acceleration platform, combining the best from Salesforce, Outreach, similar platforms, Amex tech ecosystem, Data, Artificial Intelligence, and the Amex business objectives. This role will be responsible for owning the Product Operations function supporting all lines of business within eCRMs. The VP will find the next wave of innovative, high value solutions for the organization, continue to build on new channels such as mobile, communities, collaboration tools, and knowledge management, and drive change through AI/ML technologies and innovative ways to unlock value from Data.

Responsibilities

• Drive a strategic product vision and roadmap for a global customer relationship management platform
• Coach, lead and develop high performance global product management teams across multiple platforms including Salesforce, Outreach, Data, and AI/ML
• Build expertise in the businesses we serve, and help partners understand the value of the platform to achieve their objectives
• Define and analyze customer journeys, metrics, objectives, key results, and productivity gains that inform the success of the solutions delivered
• Identify innovative platform and ecosystem capabilities that would benefit the field community; support value definition of such solutions and incorporate into the product strategy as appropriate
• Build meaningful and trusted partnerships with our business partners to help inform and drive the direction of the product
• Oversee and continue to mature the product operations capability
• Partner closely with partner-product and engineering organizations to enable collaborative and efficient product delivery
• Level-up existing markets to a global standard platform
• Work with and influence cross-functional stakeholders to break down barriers and deliver products with speed and agility
• Maximize efficiency in a constantly evolving environment where the process is fluid and creative solutions are the norm

Requirements

• A Product Mindset – and experience defining and leading execution of front-office capabilities for field-based sales organizations in a regulated environment
• An understanding of CRM platforms and emerging trends in Sales and Marketing automation, and techniques in how to apply them to a field sales business
• Functional understanding of the Salesforce platform, the ecosystem, and its capabilities
• Exceptional written and verbal communication skills, especially at the Executive level
• Digital product development, customer journey definition, process mapping, and capability framework development experience
• Ability to distill complex concepts and business needs into prioritized, implementable value-based components
• Experience establishing and driving governance in an enterprise environment
• Change agent not afraid to challenge the status quo with proven record of driving change through an organization at scale
• Ability to build relationships and influence broadly across the organization
• Background in technology or capability development a plus
• Ability to engage and inspire a team, attract and retain subject matter experts

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
• 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.