Senior Manager - Digital Product Management

American Express•Phoenix, AZ

5h•Hybrid

About The Position

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 this 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. How will you make an impact in this role? The Release Management and Training Manager of the Global Operations Support (GOS) team is responsible for overseeing software releases and ensuring the production support team is ready to support any new functionality and features. In addition, this role will oversee all training needs within the production support team. This role involves strategic planning, deep travel knowledge, working closely with a global team, and collaboration with internal and external product & technology teams/partners.

Requirements

5+ years of experience in software development, support, IT operations or QA with a proven track record.
Very strong collaboration, influence, communication skills with a strong track record of data driven process transformation and consistently driving results in a dynamic and complex environment
Strong people management skills and proven track record of leading a diverse team in a Global environment with multiple internal and external partners.
In-depth knowledge for best practices for ITIL processes, incident management and application monitoring including experience managing escalation protocols for critical incidents and disaster recovery. Understanding of IT infrastructure and application integration.
Experience with Service Now incident management system, Splunk/Dynatrace monitoring/alerting tools and Agile methodologies and tools(Jira/Confluence) are preferred.
Strong understanding of Travel Eco Systems including digital travel infrastructure and global distribution systems is a plus.
Excellent verbal and written communication skills and experience working with senior leaders

Nice To Haves

Sabre GDS and Travel Industry Knowledge
Training and Software Release Management Experience
ITIL Certifications and Software Development Background

Responsibilities

Comprehensive knowledge of travel agency processes, tools, and technologies.
Ability to learn new systems and tools proficiently.
Build relationships, collaborate with & influence partners (both internal and external) to execute our strategy and roadmap.
Identify key insights to drive transformational change and continuous improvement in End-End processes.
Establish and reinforce best practices for release management and training.
Collaborate with cross-functional teams, including product owners, engineering and testing, to inform best practices and drive operational efficiency.
Influence, inspire and mentor a production support team to grow and develop through continuous learning.
Facilitate regular meetings to review opportunities, team/stakeholder feedback and create an actionable roadmap to drive deliverables.
Spearhead the creation of a knowledge base framework for the GOS team that will act as a living document of product requirements and system functionality
Provide periodic or ad hoc reporting in order to provide various insights including: Training Status and effectiveness of training Release schedules and key watchouts/functionality

Benefits

Competitive base salaries
Bonus incentives
6%25 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, onsite or virtual 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