Job Description

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. As part of Team Amex, you'll experience this 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.


Enterprise Communications & MarTech Experiences (ECMX) is a global organisation within American Express that powers high-quality, efficient, and user-centric digital experiences. We bring the best of American Express' products and services to life through digital engagement that drives satisfaction, loyalty, and revenue.


Within the Emerging Channels, Push and Preferences team in ECMX, we're looking for a Senior Product Manager to lead the SMS channel globally, one of American Express' most valued and high-performing communication channels. Despite its maturity, SMS continues to evolve -- and this role will be central to shaping its next chapter through innovation, governance, and strategic leadership.





As Senior Product Manager, you'll be leading a product that sits at the heart of our digital engagement strategy, driving tangible outcomes in satisfaction, security, and service innovation. You will own the full end-to-end strategy, performance, and innovation roadmap for the SMS ecosystem across markets, managing one direct report and three key vendor relationships. Apart from Product Ownership, this role will also include oversight of commercial contracts, budgets, performance metrics, and ensuring strong control and issue management frameworks are in place.


This is a unique opportunity to own a global product at scale -- combining platform management, channel strategy, and enterprise influence -- without requiring engineering expertise. The focus is pure product management excellence: customer understanding, data-driven decision-making, and cross-functional leadership.

Core Responsibilities

Own the global SMS channel strategy -- act as the single point of accountability for all SMS product decisions, innovation, and roadmap direction. Shape the future of mobile outbound communications, exploring the intersection between SMS, Push Notifications, and emerging channels such as RCS, to define the optimal channel mix for Cardmember engagement. Define and deliver the product roadmap, prioritising features and capabilities that drive Cardmember satisfaction, reach, and measurable business value. Lead vendor management of three global SMS aggregators, including contractual negotiations, service performance, and budget forecasting. Champion control management and risk governance, ensuring robust issue management, compliance, and operational resilience across all communications. Collaborate across geographies and functions -- work with technology, servicing, fraud and compliance teams to deliver a cohesive and scalable global platform. Use data and insights to monitor channel performance, improve deliverability, and identify opportunities for journey optimisation. Act as an evangelist for mobile channels, promoting awareness of channel strategy and performance across the organisation. Lead and develop a direct report, fostering a culture of ownership, continuous improvement, and innovation.

Minimum Qualifications

Proven experience as a Product Manager or Product Owner in a complex, global or regulated environment. Demonstrated ability to shape and deliver product strategy from concept through execution. Excellent stakeholder management and influencing skills, with the ability to operate confidently at senior levels. Deep understanding of customer communication journeys and digital engagement. Experience managing controls, risks, and compliance frameworks within an enterprise environment. Highly organised, analytical, and outcome-oriented, with a focus on measurable impact. Bachelor's degree (or equivalent experience) in a relevant field.

Preferred qualifications

Strong commercial acumen, with experience managing vendor partnerships, contracts, and budgets. Previous people leadership experience, ideally managing and mentoring product professionals. Experience with customer experience optimisation and journey analytics. Familiarity with financial services or fintech industries. Passion for exploring the potential of "traditional" channels through modern innovation.


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

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