Cartooning and story boards
Vivek Jain
Senior Product Manager
Sagar,MP
Work Preference
Summary
Strategic and adaptable product professional with deep experience in contact center, credit, and fraud servicing. Recognized for product launches, roadmap planning, and mentoring teams, with a focus on improving customer experience and supporting informed executive decisions.
Overview
2
2
Languages
25
25
years of professional experience
Work History
Senior Product Manager - Contact Center Servicing
American Express
07.2019 - 10.2026
- Led product roadmap prioritization across cross-functional teams, aligning customer needs with business objectives.
- Defined product requirements and user stories, translating stakeholder input into actionable delivery plans.
- Influenced strategic planning by presenting product insights and recommendations to senior leadership.
- Partnered with engineering, design, and analytics teams to improve digital experiences and release quality.
- Evaluated performance data and customer feedback to refine product decisions and identify improvement opportunities.
- Coordinated with compliance and risk partners to ensure product changes met regulatory requirements.
- Mentored product team members on prioritization, discovery, and stakeholder communication best practices.
Product Owner - Credit/Fraud Servicing
American Express
08.2016 - 07.2019
- Managed product backlog prioritization and refined user stories to support delivery alignment with business objectives.
- Collaborated with stakeholders to confirm requirements acceptance criteria and release scope.
- Facilitated agile ceremonies to maintain sprint alignment and remove delivery blockers.
- Evaluated customer feedback and product data to inform feature improvements and issue resolution.
- Evaluated process gaps and recommended workflow enhancements to strengthen product efficiency.
- Reduced time-to-market by effectively coordinating resources, tasks, and timelines within the team.
- Championed user-centric design principles throughout the development process to ensure exceptional user experiences.
- Prioritized product backlog to align sprint work with customer needs and business goals.
- Defined user stories and acceptance criteria for agile delivery teams.
- Mapped requirements to clear user stories and acceptance criteria to enable agile delivery teams.
Senior Business Systems Analyst - Testing
American Express
01.2010 - 08.2016
- Validated defects, coordinated issue resolution, and confirmed requirement traceability during testing activities.
- Conducted comprehensive testing processes for quality assurance, minimizing post-deployment issues and improving end-user satisfaction.
- Spearheaded system upgrades to enhance user experience and improve overall functionality.
- Elicited and clearly documented business and system requirements.
- Pinpointed cost-effective improvements to system [Regression Automation] components for designated upgrades cycles.
Credit Analyst AML/Risk Analyst
American Express
08.2007 - 12.2010
- Evaluated repayment capacity and borrower risk through detailed analysis of credit applications and financial statements.
- Reviewed creditworthiness against policy guidelines, bureau data, and internal risk criteria.
- proposed credit limits and terms aligned with portfolio risk tolerance and customer profiles.
- Reviewed delinquency trends to identify early warning signs related to potential exposure.
Senior Service Advisor - BT
HCL Technologies
01.2006 - 07.2007
- Coordinated customer communications, providing clear updates and resolving complex service requests promptly.
- Managed incident queues in ServiceNow, prioritizing escalations and restoring service within SLA targets.
- Analyzed recurring service issues, identified root causes, and improved workflow consistency across support teams.
- Trained junior advisors on ticket handling, escalation paths, and customer service standards.
Center Head
Career Point
10.2004 - 12.2005
- Directed center operations, aligning academic delivery, admissions, and daily administration with institutional goals.
- Led faculty and support teams, assigning responsibilities and maintaining consistent service standards.
- Monitored student enrollment, retention, and counseling activities to strengthen center performance.
- Coordinated parent communication, resolving concerns and supporting student progress initiatives.
Teacher
Schools
07.2001 - 06.2004
- Instructed students using lesson plans aligned with curriculum standards and classroom objectives.
- Differentiated lessons to support diverse learning needs and improve student engagement.
- Assessed student progress, adjusted instruction, and maintained accurate academic records.
- Managed classroom behavior using consistent expectations and positive reinforcement strategies.
Education
PGPM - Product management
Institue of Product Leadership
Cupertino California 04.2001 -
MBA - Information Technology And Systems Management
Post Graduate Program
NMIMS 04.2001 -
Software Testing Board Certificate - Quality Assurance
ITSQB
New Delhi, India 04.2001 -
Master of Arts - English Literature And European Languages
Sagar University
Sagar, India 04.2001 -
BBA - Business Administration And Management
DAVV
Indore, India 04.2001 -
High School Diploma -
St. Joseph Convent School
Sagar 04.2001 -
Skills
Product roadmaps
Product launches
Product development
Project management
Team leadership
User experience design
Strategic planning
Cross-functional collaboration
Accomplishments
- Legacy to Modernization shift - collaborated with 20+ teams and 50+ MM $$ investment in the development of Contact Center servicing Transformation at a global scale.
- Customization of Genesys On-Premise Products and feature to meet Client/Amex. requirements of banking and non-banking line of businesses.
- Delivered 6+ years of Contact Center integration program with on-shore and off-shore partnerships.
- Projects Site Enablement : Manila and India market site enablement to support domestic and international market customer servicing.
- Led in house design and development of automation suites for quality assurance and tests on issues and remediation.
- Crafted & contributed to varied NHO programs (2011-2025) for testing, product owners across different SME areas.
- Telephony - GUI design and integration for Outbound Dialer servicing for Credit, Fraud and New Accounts servicing.
- Omni channel (media type - Chat, Email and Voice servicing) design & implementation with cross-functional product management.
- Gen-Ai Email Assist for Travel and Lifestyle business units. 20% added efficiency on drafting TLS emails with precision and eliminating duplicate and redundant offers.
- Switching mode - Digital to Voice and Voice to Digital product management.
- Compliance Fitment of Product feature design to meet Market and Internal Regulation.
- PCIDSS solutioning for UK and other markets.
Interests
Timeline
Senior Product Manager - Contact Center Servicing
American Express
07.2019 - 10.2026
Product Owner - Credit/Fraud Servicing
American Express
08.2016 - 07.2019
Senior Business Systems Analyst - Testing
American Express
01.2010 - 08.2016
Credit Analyst AML/Risk Analyst
American Express
08.2007 - 12.2010
Senior Service Advisor - BT
HCL Technologies
01.2006 - 07.2007
Center Head
Career Point
10.2004 - 12.2005
Teacher
Schools
07.2001 - 06.2004
PGPM - Product management
Institue of Product Leadership
04.2001 -
MBA - Information Technology And Systems Management
Post Graduate Program
04.2001 -
Software Testing Board Certificate - Quality Assurance
ITSQB
04.2001 -
Master of Arts - English Literature And European Languages
Sagar University
04.2001 -
BBA - Business Administration And Management
DAVV
04.2001 -
High School Diploma -
St. Joseph Convent School
04.2001 -