Senior Manager - Product Development

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

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 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.

Background/Organizational Context:

The Enterprise Digital & Data Solutions (EDDS) organization powers the world's best customer experiences and revenue growth through innovative data, digital and marketing products, and solutions at American Express. Within EDDS, is the Enterprise Portfolio and Program Management team (EPPM) which is responsible for leading multi-year strategic programs that cut across multiple product teams as well as accelerate strategic alignment and planning across Enterprise Centers of Excellence (COE) and Technology to elevate transparency and drive business and customer outcomes.

We are looking for an individual who is passionate about accessibility and has a desire to play an integral role in supporting the enterprise adoption of the American Express Digital Accessibility Policy.

The American Express National Bank (the “Bank”) is committed to providing an inclusive Digitally Accessible experience to all end users of its public facing Digital Experiences, including those with accessibility needs due to aging or auditory, cognitive, physical, neurological, speech and visual disabilities. Not only is there a strong business case for ensuring the Bank’s public facing digital content and experiences are usable and Digitally Accessible, but it is also in many instances, mandated by applicable disability law, and therefore expected by our regulators as well as our current and prospective end users, whether they be customers, investors, or Colleagues.

The American Express Accessibility Policy Custodian Office supports the following business functions: (1) maintains the Digital Accessibility Policy which includes the coordination of updates on the identified 14-month cadence; (2) monitors and reports on the progress of the implementation of the policy across the enterprise; and (3) manages the exceptions process for the American Express Digital Accessibility Policy.

THE ROLE:

As a Sr. Manager, Program Management, you will be responsible for collaborating closely with all major departments across American Express to ensure appropriate trainings on firm accessibility policies have been created and taken by employees, communicating policy adoption, and handling exceptions raised across the enterprise. The Senior Manager, Program Management will also be responsible for partnering with all stakeholders in the Accessibility Policy to maintain and update the policy every 14 months, if not iteratively as necessary.

The ideal candidate for this role will be a skillful communicator who enjoys a fast-paced environment, operates cross-functionally, has a strong aptitude for process innovation and influences key stakeholders into action – all while maintaining a positive attitude and sense of humor in the face of challenges.

THE ROLE WILL ASK YOU TO…

Your responsibilities include, but are not limited to:

Establishing an intake process (i.e., templatized form and risk criteria matrix) for handling American Express Digital Accessibility Policy exceptions

Collaborating with key partners (i.e., Compliance contacts across Lines of Business and General Counsel Office) to support creation of exceptions management process

Gathering and organizing policy feedback and blockers from Lines of Business as it pertains to Policy adoption

Managing documents, key learnings, and best practices in a centralized location for Policy adoption of all Lines of Business

Helping to create and establish metrics that measure program activities and develop reports utilizing that data

Ensuring all systems of record for program reporting are kept current (i.e., status, progress, and other critical metrics) by establishing a daily monitoring process

(Potentially) Managing some governance activities related to the Policy

Supporting delivery, maintenance, and publishing of progress reports to stakeholders and senior leadership partners on critical milestone deliverables of the Policy Roadmap

Supporting creation of training courses by role function (i.e., Product, Design, Technology, etc.) and monitoring completion status

Demonstrates a willingness to continually learn and continuously implement frameworks and process improvements within a dynamic and highly matrixed environment


Undergraduate degree with typically 3+ years in a related field
2+ years of experience working in project or program management in the Digital space
Proven experience in operations and execution, policy implementation, and program management at an enterprise level
Prefer (but do not require) basic knowledge of accessibility standards including WCAG 2.1, ADA, Section 508, and the Twenty-First Century Communications and Video Accessibility Act
Accessibility Certifications (ex: IAAP Web Accessibility Specialist (WAS) Certification) is a plus
Knowledge of Digital Assistive Software or testing tools (NVDA, JAWS, VoiceOver, TalkBack) is a plus
Knowledge of Accessibility Testing Tools (WAVE, SiteImprove, AMP, Axe, Color Contrast Checkers, other) is a plus
Ability to work in a team environment and effectively with people at all levels in an organization
Ability to effectively communicate complex ideas, program status, exceptions status, key accomplishments, and findings, both verbally and in writing
Strong collaboration in a highly matrixed organization, with tightly connected partnerships across multiple stakeholder groups, and with excellent teamwork and interpersonal skills
A self-starter who is accountable, results driven and ready for a high paced environment

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

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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