Manager-Digital Product Solution Design (Solution/Business Architect)

The Servicing Capabilities & Innovation (SC&I) organization drives strategy, product management, process design, and technology enablement across Global Servicing. The team partners closely with Product, Technology, Operations, and Enterprise Architecture organizations to build scalable, intelligent, and customer-centric servicing ecosystems.

 

We are seeking a highly strategic and technically strong Manager – Product Solution Design (Disputes Platform Transformation) to help shape the next-generation evolution of the Global Disputes Management (GDM) platform — one of the largest disputes and fraud servicing ecosystems within American Express.

 

This role serves as a lead architecture and transformation partner for the next generation evolution of the Global Disputes Management Platform. They will play a critical part in transforming a complex on-premise case management ecosystem into a future-state cloud-enabled, AI-assisted, intelligent servicing platform supporting enterprise disputes and fraud . The individual will help drive architecture strategy, modernization initiatives, workflow transformation, intelligent servicing capabilities, and scalable business architecture supporting long-term platform evolution.

 

The ideal candidate combines strong architecture and systems-thinking capabilities with business acumen and understands how to bridge operational servicing needs, technology modernization, cloud transformation, and emerging AI-driven capabilities.

 

This is a highly cross-functional role partnering closely with Product, Engineering, Operations, Enterprise Architecture, and business stakeholders across global servicing ecosystems.

 

 

 

 

• Lead solution and business architecture supporting modernization of the Global Disputes Management (GDM) platform and associated fraud/disputes servicing ecosystems.
• Support transformation of legacy/on-premise case management ecosystems into scalable cloud-enabled servicing platforms.
• Help define future-state architecture supporting intelligent case management, AI-assisted servicing, workflow modernization, and operational automation.
• Partner with Product and Technology teams to shape architecture runway and modernization strategy for next-generation disputes and fraud servicing capabilities.
• Drive architecture discussions related to APIs, workflow orchestration, integration patterns, scalability, modernization strategy, and enterprise platform evolution that help drive explainable, scalable and operationally intelligent servicing ecosystems.
• Support implementation of AI/GenAI/Agentic AI use cases across dispute servicing, contextual insights, operational workflows, intake optimization, and intelligent servicing experiences.
• Translate business strategy and operational servicing requirements into scalable architecture and platform design solutions.
• Create architectural blueprints, capability maps, and transformation roadmaps supporting migration from legacy operational models toward future-state servicing ecosystems.
• Partner closely with Engineering and Enterprise Architecture teams to evaluate modernization opportunities, cloud migration approaches, technical dependencies, and solution tradeoffs.
• Analyze operational processes, servicing pain points, workflow dependencies, and customer/CCP experiences to identify modernization and optimization opportunities.
• Support architecture governance, solution reviews, and technical design discussions across multiple scrum teams and initiatives.
• Mentor junior team members and contribute toward building architecture and modernization best practices across the organization.

 

 

Minimum Qualifications

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or related technical discipline.
• 6-9 years of experience across Solution Architecture, Business Architecture, Technical Architecture, Product Solution Design, Enterprise Platforms, or related technology leadership roles.
• Strong understanding of payments lifecycle concepts including card lifecycle, authorization, clearing, settlement, disputes, fraud servicing, issuer/acquirer interactions as well as merchant processing
• Strong understanding of enterprise application architecture, APIs, integration patterns, workflow orchestration, and scalable distributed systems.
• Experience supporting modernization of legacy/on-premise applications toward cloud-enabled architectures.
• Strong systems-thinking and problem-solving capabilities with ability to bridge business processes and technical architecture decisions.
• Strong stakeholder management and ability to collaborate effectively across Product, Technology, and Operations organizations.
• Ability to communicate complex technical concepts to both technical and non-technical audiences.

 

Preferred Qualifications

• Experience with BPM/case management platforms such as Pega, Appian, Camunda, or similar workflow ecosystems.
• Experience supporting cloud migration or enterprise modernization initiatives involving workflow or servicing platforms.
• Understanding of cloud architecture principles across AWS, Azure, GCP, or Pega Cloud ecosystems.
• Exposure to AI/ML/GenAI-enabled workflows, intelligent automation, operational AI use cases, or AI-assisted servicing experiences.
• Understanding of Agentic AI concepts, intelligent orchestration, human-in-the-loop operational models, and workflow augmentation.
• Familiarity with enterprise integration strategies, microservices architecture, event-driven architecture, and modern servicing ecosystems preferred.
• Experience working within highly regulated financial services environments preferred.

 

Technical Skills

Preferred exposure to one or more of the following:

• BPM / Workflow Platforms (Pega preferred)
• Cloud Platforms (AWS, Azure, GCP, Pega Cloud)
• API & Integration Architecture
• AI/ML/GenAI Concepts
• Intelligent Automation Frameworks
• SQL / Data Analysis Tools
• Python, Java, or related programming languages
• Enterprise System Design
• Agile / SAFe Delivery Frameworks

 

Leadership Characteristics

The successful candidate will demonstrate:

• Strong architecture and systems-thinking mindset
• Ability to navigate ambiguity and complex enterprise ecosystems
• Curiosity toward modernization, AI-assisted workflows, and intelligent servicing experiences
• Strong collaboration and stakeholder influence skills
• Ability to balance business priorities, customer experience, operational efficiency, and technical scalability
• Strategic thinking with focus on scalable and future-state platform evolution
• Passion for innovation, modernization, and operational transformation

 

Why This Role Matters

This role will help shape the future of dispute and fraud servicing at American Express by contributing toward the evolution of one of the company’s most strategic operational platforms. The individual will play a key role in helping define how intelligent servicing, cloud modernization, AI-assisted workflows, and scalable case management capabilities come together to power next-generation customer and colleague experiences globally.

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.