Manager Digital Product Operations

About GMNS Products (formerly, Network & Acquirer Solutions)
GMNS Products (formerly, NAS) is leading the effort to modernize our acquiring ecosystem and strengthen regulatory and controls across GMNS. GMNS Products is leading the modernization of American Express’s acquiring ecosystem while strengthening regulatory, control, and compliance execution across GMNS. As part of this transformation, we are standing up a centralized PMO to manage a high volume of control and compliance mandates and convert fragmented demand into a disciplined, transparent operating model.

Role Summary
Reporting to the Director, Digital Product Operations — PMO, Mandates, the Manager, Digital Product Operations will play a critical role in operating and scaling the mandates PMO. This role is responsible for managing day-to-day intake, analysis, tracking, and reporting of control and compliance requests, ensuring high data quality, execution discipline, and stakeholder transparency.
This is a hands-on, execution-focused role requiring strong organizational skills, attention to detail, comfort with technical and regulatory requirements, and the ability to partner effectively across Product, Technology, Compliance, Control Management, and Delivery teams.
 

Key Responsibilities

Mandates Intake & Operational Management
•    Manage the day-to-day intake and triage of incoming mandates (control, compliance, regulatory, and high-priority asks).
•    Ensure requests are properly documented, categorized, and routed using established PMO standards.
•    Maintain a high-quality, up-to-date inventory of mandates, owners, dependencies, and status.
Prioritization & Execution Support
•    Apply defined prioritization frameworks to score and sequence requests.
•    Support the Director in preparing recommended delivery waves and capacity views.
•    Track progress against agreed timelines and surface risks, delays, or conflicts early.
Reporting & Governance
•    Own recurring operational reporting, including dashboards, trackers, and status summaries.
•    Prepare clear, accurate materials for leadership reviews, Steering Committees, and working sessions.
•    Maintain the PMO “single source of truth” for mandate status, milestones, and KPIs.
Cross-Functional Coordination
•    Partner closely with Compliance, Control Management, Legal, Product, Technology, and Delivery teams to validate requirements and confirm execution plans.
•    Coordinate across teams to resolve data gaps, clarify ownership, and manage handoffs.
•    Support escalation management by ensuring issues are clearly framed and evidence-based.
Process & Tooling Enablement
•    Help implement and refine PMO tools, templates, and workflows.
•    Identify process inefficiencies and recommend pragmatic improvements.
•    Ensure adherence to PMO standards and operating rhythms.
Continuous Improvement
•    Track throughput, cycle times, and backlog trends.
•    Support retrospectives and lessons-learned exercises.
•    Contribute ideas to improve predictability, transparency, and stakeholder experience.

Required Experience & Skills
•    Strong experience in program, project, or operations management within a complex, matrixed organization.
•    Demonstrated ability to manage high-volume workstreams with precision and discipline.
•    Comfortable working with control, compliance, regulatory, or risk-driven initiatives.
•    High attention to detail with strong organizational and follow-through skills.
•    Solid technical fluency — able to understand requirements, dependencies, and delivery constraints.
•    PowerPoint and Excel skills; able to produce clean, accurate reporting materials.
•    Effective communicator who can work confidently with cross-functional partners.
 

Preferred Qualifications
•    Experience in payments, merchant acquiring, or financial services.
•    Familiarity with PMO, portfolio, or workflow tools (e.g., JIRA, ServiceNow, Smartsheet, or similar).
•    Prior experience supporting senior leaders or PMOs in a governance or operations role.
 

Behavioral Traits & Culture Fit
•    Execution-oriented and reliable; delivers consistently and accurately.
•    Comfortable operating in ambiguity while following defined frameworks.
•    Collaborative, responsive, and service-minded toward stakeholders.
•    Proactive problem solver with a continuous-improvement mindset.