Job Description

Our Design Operations colleagues play a critical role in building the best colleague
experience for our design and research teams, so that they 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 exceptional design at scale.

As a Design Operations Manager you lead efforts across multiple product journeys and
team programs, requiring high touch partnership with leadership in various disciplines. You are thought
leader, problem solver, and model for organizational excellence. You play a critical role in validating
process efficiencies and understand what creates value, purpose, and results for the team at large.

• Manages complex or high-profile project journeys with diverse stakeholders and/or third
  parties
• Applies expertise to advise partners/peers and routinely informs project decision making and
  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 product and operational prioritization, ways of
  working, and partnerships
• Elevates our practices by implementing scalable frameworks and that support and inform
  business goals and metrics
• Evolves tools and training methods to enable adoption of processes and adherence to best
  practices across the team
• Establishes and monitors necessary feedback channels to regularly identify opportunities,
  pain points, and gaps
• Nurtures and grows existing partnerships with stakeholder and/or third parties
• Maintains ongoing and collaborative cross-functional relationships to gather insights, align on
  business needs and deliver value, ultimately ensuring success across projects and programs
• Collaborate with and models operational excellence for junior members of the
  Design operations team

As a Design Operations Manager you have at least 4 years experience shaping processes and bringing
a sense of focus to your team. You have introduced scalable ways of working that create a safe space
for collaboration, feedback, and impact.

• You have worked with design, product, or engineering organizations, or partnered directly with
  design, product, or engineering in such an organization
• You have identified and implemented new processes that have measurable impact to team
  health and maturity
• You directly facilitate collaboration among partners and teams
• You are proactive and able to take problem solving initiative
• You have strong written and verbal communication and are able to document and share
  processes and activities in an engaging way, at scale
• You have matured your skillsets and have an understanding of new skills you would like to
  further develop
• You have experience using tools such as Jira, Confluence, Slack, Mural, and Airtable

Skills

• Business Process Improvement
• Communication Management
• Innovation & Change Management
• Knowledge Management
• KPI/Metric Design
• Requirements Management
• Resource Management
• Standards Management

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our 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.