Assistant Product Manager – Salesforce Platform

Full-Time Phoenix, AZ, USA Closes: 2020-03-24

Job Description
Why American Express?

There’s a difference between having a job and making a difference.

American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.

Overview of the Department: The Commercial Salesforce team is part of the Enterprise Platform COE team.  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.

We work closely with our sales and account development organization – selling to new clients and helping grow business with existing clients. New times bring new challenges and we need to drive huge productivity gains in our field organization. We need to do more with the people we have:  sell more, retain higher numbers of clients, and drive higher satisfaction amongst our clients. is the platform that will drive enhanced productivity in our field teams. We are building and delivering a single, global platform — a command-center for everything our field teams need to do, see and act-on.

We are on a journey to create a best-in-class Product & Engineering Organization. Our Product people not only understand how technology works, but how that technology intersects with the people who count on it every day. Today, innovative ideas, insight and new perspectives are at the core of how we create a more powerful, personal and fulfilling experience for all our customers. So if you’re interested in a career creating breakthrough products and making an impact on our sales teams, account development organization and customers, look no further.

You won’t just keep up, you’ll break new ground.

You’ll be challenged everyday as part of the team to create the Commercial Salesforce Platform of tomorrow. Here’s just some of what you’ll be doing:

The Associate Product Manager serves as a key member of the Regional Product Management team for GCS and will be responsible for supporting all capabilities regionally available.

Deliver roadmap messaging to leadership and Provide regular Check-ins with their business stakeholders
Develop relationship with FE & DS&I (for ONE.force/SBS) and support related activities locally
Be assigned to ad-hoc Features initiatives by providing support during
Discovery sessions of larger initiatives delivered by ONE.force scrum Teams.
Pilots delivered by ONE.force scrum teams
Provide Post implementation support when new capabilities are delivered by ONE.force scrums impacting their region.
Support team on Case Management Escalation (coming from GBS) and Manage backlog of Enhancements priorities.
Drive new efficient processes to proactively identify and analyze case type trends to mitigate and prevent similar cases as well as implement an enhanced mechanism to better track resolutions and defects.
Be the voice of the customer for Business Change Requests from Prioritization to Delivery (In partnership with Scrum Team)
Align with key business partners to drive as the indispensable CRM tool enabling the delivery of goals and objectives.
Support end processes of configuration, user access and set up, and maintenance requests. Additionally, he/she will play an incremental critical role in overseeing the offshore support team to together drive speed to close and quality of case resolution as key metrics of performance with the objective to drive the best customer experience and adoption of the platform.
Maximize profitability through the development and introduction of automated, efficient or innovative functionality and processes.
Provides input to training questions to end users
Collect Cost Benefit Analysis and Conduct discovery sessions for major change requests submitted before Program prioritization
Drive enhancement and expansion strategy by identifying gaps in tools that support key client facing activities and determining how can deliver improved solutions.
Define and document business requirements and approve specifications for new functionality. Liaison between Business and technical teams for business requirements.
Identify, resolve and report project roadblocks.

Minimum Qualifications
A successful candidate will have:


A good balance of technical knowledge and business acumen with a proven track record of driving digital innovation and business metrics with a customer-first mindset;
An established background in launching software or services in partnership with engineering teams and high degree of proficiency in prototyping, iterative development, understanding of Agile principles;
Professional experience with CRM be.g. 1000+ user base, administration and enhancement experience).
Strong analytical and product management skills with demonstrated ability to prioritize, track, and deliver results. Prior experience developing managing or enhancing CRM or other business technology platforms preferred. Strategic thinker with strong customer focus.
Assertive and collaborative, with the ability to drive innovation and change while increasing adoption.
Demonstrated ability to meet strict deadlines, excel in a complex fast paced, team-oriented environment with rapidly evolving business demands.
Strong team player who is able to work with virtual and global teams.
Prior experience with CRM (Admin level)
Bachelor’s Degree preferred.
What is it about you?


You hold yourself accountable.
You make decisions with imperfect information.
You solve complex problems with a highly analytical approach.
You’re methodical in how you recover from mistakes and crises.
You operate optimally under extreme pressure.
You’re excellent at understanding competing priorities.
You can build trust with and inspire your team.

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

ReqID: 20003742
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Mar 6, 2020, 8:58:24 PM