Senior Manager - Digital Product Mgmt

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As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customers' digital lives. Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems. American Express offers a range of opportunities to work with the latest technologies and encourages you to back the broader engineering community through open source. And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development. Find your place in technology on #TeamAmex.

About this role:

We are looking for a highly experienced Digital Product Manager to join our Product Development team responsible for designing, building, and maintaining Customer Journeys for the Technology organization.

As part of the mission critical Site Reliability Engineering and Application Support organization, this position will be responsible for driving the strategy and roadmap for the product that measures the official availability of technology services using customer experiences known as customer journeys.

Your Mission Objective:

This role will be responsible for developing and driving the delivery of the Customer Journey product. This includes multiple initiatives including, but not limited to: Identifying gaps in availability observability, driving reductions in recurring failures, defining the priority and level of support for new journeys, creating auditable processes, and identifying and mitigating risks.

• You are passionate about how customer journeys are a measure of success for the Technology organization.
• You are customer focused by understanding that each journey reflects our customer's experiences.
• You are commercial-minded and making decisions based on what is best for the enterprise.
• You bring about change and can create audit, engagement, and maintenance programs to support the product and the roadmap.
• You bring clarity and energy. You are great at communicating and bringing people together behind a common goal. You create clarity and manage conflicting viewpoints in diverse teams to deliver the best outcomes.
• You have an executive presence and are experienced and comfortable delivering executive level messages.
• You enjoy solving complex problems using your analytical skills and are always learning. You can make creative but pragmatic, data-driven, client-centric decisions about the direction we should take as a product to offer a best-in-class customer experience.
• You are forward thinking and set the speed and direction for the roadmap.
• You build strong networks and collaboration across technical teams and can influence outcomes without direct authority.

Your Day to Day will involve:

• Ensuring we have solid processes and documentation to support audit requests.
• Collaborating with technology and business teams to identify subject matter experts and key individuals to successfully deliver customer journeys.
• Collaborating and influencing our Technology partners as a product owner to deliver a technical solution that supports the product scope and delights our customers.
• Providing vision and direction on priorities to the delivery team.
• Aligning on action items, owners, and due dates and tracking them to successful completion.
• Tracking and driving multiple tasks connected to the delivery of multiple journeys that will be running in parallel.
• Facilitating the resolution of complex risks, issues, and changes tied to initiatives and process.
• Regularly manage and coordinate updates on risks, issues, and changes to leadership to ensure alignment with adjacent groups.
• Acting as a subject matter expert for the product.
• Analyzing trends, industry standards, and best practices to be employed in the offerings.

What we are looking for:

• 7 plus years of Experience of the full product lifecycle as a Product Manager for a technology product is essential.
• Proven record of accomplishment in product delivery with experience in a digital and highly regulated environment.
• In-depth knowledge of technology availability metrics, methodologies, and audit points is essential.
• Proven ability to work in a high visibility role that interfaces with senior leaders.
• Proven ability to align product strategies to broader technology strategies and the ability to pivot/course correct as needed.
• Ability to lead product initiatives and maintain an overall strategic trajectory.
• Ability to break a strategy down into capabilities, features, and user stories.
• Ability to envision a complex platform, from a system and business perspective end to end, and identify how a new initiative might impact the construct.
• Ability to synthesize substantial amounts of complex data and identify the priority/essential elements.
• Passionate about Customer Experience, understand the importance of mapping Customer Journeys as part of UX and service design.
• Committed to providing clarity and direction to ambiguity by using data-backed analysis.
• Positively collaborating with and influencing partners.
• Clear communication to explain complicated features simply to internal and external stakeholders.
• A critical thinker who can work independently to manage competing demands for time using effective communication and stakeholder management skills.
• Experience working in Technology Operations with experience and knowledge of SRE and Application Support roles.
• Experienced in using Excel, Power Point and drawing process flows.

Preferred Qualifications:

• PO/PM Accreditation preferred
• Knowledge of Alerting, Logging, and Monitoring tools such as Splunk and ELF are preferred.
• Experience in the financial/banking industry is preferred.

Qualifications

Salary Range: $90,000.00 to $165,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will work in a hybrid model (combination of in-office and virtual days).

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