Senior UX Design Operations Manager

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.

How will you make an impact in this role?

The Enterprise Design & Research Team is a global team of multi-disciplinary designers, researchers and writers. We are embedded within the digital product management organization and lead design efforts from concept through to production for the largest servicing channels of American Express, across web, mobile and push. We offer a vibrant and collaborative work environment where collaboration and innovation thrive.

Our Design Operations colleagues play a critical role in building the best colleague experience for our design and research teams, so that design and research can play a critical role in building the world’s best user experience. We equip teams with the people, processes, tools, systems, methodologies, and partnerships needed to consistently deliver outstanding design at scale.

As a Senior Manager in Design Operations, you report to the Director in Design Operations and work closely with leadership and peers to evolve our operating model. You are a strategic partner to other teams and a thought leader in your field. You play an important role in shaping our operational strategy and understand what brings value, purpose, and results for the team at large. You work across multiple product domains and team programs to define standards that improve the quality of Design and create impact.

Responsibilities
• Leads the management of complex or high-profile programs with diverse stakeholders and/or third parties
• Applies expertise to advise leaders/peers and routinely informs leadership decision making and operational priority
• Tracks key deliverables for each delivery cycle and ensures larger products and design roadmaps are aligned and on time
• Makes informed recommendations that shape organizational strategy, programs, measurement, ways of working, and partnerships
• Elevates our practices by defining and implementing scalable frameworks and metrics that support and inform business goals
• Evolves tools and training methods to enable adoption of processes and adherence to standard methodologies across the team
• Establishes and monitors necessary feedback channels to regularly identify opportunities, pain points, and gaps
• Builds new strategic partnerships and cultivates existing partnerships with stakeholder and/or third parties
• Establishes and maintains ongoing and collaborative cross-functional relationships to capture insights, align on business needs and deliver value, ultimately ensuring success across projects and programs
• Leads/Mentors/Coaches junior members of the [Design/Research] operations team

Minimum Qualifications

You have proven experience fostering team health and bringing a sense of focus to the group you lead. You have consistently scaled workflows and frameworks that promote collaboration, operational efficiencies, and strategic partnerships.

Bachelor Degree's may be in product design, interaction design, visual communication design, human computer interaction or a related field, or equivalent working experience.

What your experience might look like:
• You have worked with and helped mature design, product, or engineering organizations, or partnered directly with design, product, or engineering in such an organization
• You have defined and scaled new processes that have measurable impact to team health and maturity
• You are an experienced facilitator of collaboration among partners and teams
• You are experienced leading multiple projects and complex initiatives involving cross-functional teams
• You have strong written and verbal communication and are able to document and share processes and activities in an engaging way
• You have matured your skillsets and help others learn how to develop theirs
• You are proficient in using tools such as Jira, Confluence, Slack, Mural, and Airtable- or similar tools

Skills
• Business Process Improvement
• Communication Management
• Innovation & Change Management
• Knowledge Management
• KPI/Metric Design
• Requirements Management
• Resource Management
• Standards Management
• Program Management
• Product Design and/or Product Development

Salary Range: $90,000.00 to $165,000.00 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.

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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