Senior Manager - Digital Product Management
About The Position
As a Senior Manager, Digital Product Management for AI Ops, you will lead product strategy and execution for AI-powered operations capabilities that transform Technology Operations from manual, reactive incident response toward AI-assisted, AI-augmented, and increasingly autonomous operations. You will own product roadmaps across agentic root-cause analysis, event correlation and noise reduction, operational copilots, knowledge and skills management, guided remediation, and safe self-healing workflows. The role sits at the intersection of product management, SRE, observability, ITSM, automation, data platforms, and responsible AI. You will translate operational pain points into AI-enabled product capabilities, define success metrics, prioritize the backlog, and partner with engineering, SRE, application support, infrastructure, risk, compliance, and vendors to deliver production-grade products at enterprise scale. The role calls for a product leader with strong customer discovery and roadmap discipline, and technical fluency in AI/ML systems, GenAI and agentic workflows, observability data, knowledge quality, model evaluation, human-in-the-loop controls, and governed automation in a regulated environment.
Requirements
- Bachelor's degree in Information Systems, Computer Science, Information Technology, Engineering, Business, or comparable experience; an advanced degree is preferred.
- 8+ years of successful product management, engineering, deployment, or operations experience in enterprise-grade technology environments.
- Experience product-managing AI, ML, GenAI, automation, observability, IT operations, SRE, or platform products.
- Strong understanding of incident management, problem management, change management, ITSM workflows, and production operations.
- Familiarity with AIOps capabilities such as event correlation, anomaly detection, root-cause analysis, predictive operations, automated remediation, and self-healing.
- Demonstrated ability to turn ambiguous operational problems into product strategy, roadmaps, user stories, requirements, and measurable outcomes.
- Experience defining success metrics for AI or data-driven products, including adoption, quality, accuracy/helpfulness, operational efficiency, and risk outcomes.
- Proven ability in Agile methodologies, communication management, product strategy, roadmapping, requirements management, and feature prioritization.
- Experience collaborating with senior stakeholders across technology, operations, risk, compliance, security, and vendor organizations to drive software solutions and innovation.
- Technical fluency with cloud platforms such as AWS, Azure, or Google Cloud.
- Eligibility to work with American Express in the United States; the company will not pursue visa sponsorship for these positions.
Nice To Haves
- Advanced degree.
- Hybrid infrastructure, automation, DevOps, or SRE experience.
- Experience with observability platforms, logging/metrics/tracing, ServiceNow or equivalent ITSM platforms, automation/orchestration tools, and enterprise cloud environments.
- Familiarity with GenAI/LLM concepts, RAG, prompt engineering, agentic workflows, model evaluation, feedback loops, and responsible AI controls.
- Experience with enterprise AI governance, auditability, RBAC, human-in-the-loop workflows, and risk-managed automation.
- CompTIA A+, Network+, Security+, public cloud, product management, or Agile/SAFe certification.
- DevOps knowledge for highly available IT infrastructure.
Responsibilities
- Own the product vision, roadmap, backlog, and success metrics for AI Ops products across incident detection, triage, root-cause analysis, proactive risk detection, guided remediation, and self-healing automation.
- Translate customer and operational needs from SRE, Application Support, Mission Control, infrastructure, and platform teams into product requirements, user journeys, acceptance criteria, and measurable outcomes.
- Define AI-enabled workflows using observability and ITSM data, knowledge sources, dependency maps, automation catalogs, and operational feedback to improve detection, diagnosis, remediation, and post-incident learning.
- Partner with engineering and architecture teams to shape agentic product capabilities, including orchestration, skills, tools, prompts, knowledge retrieval, memory, evaluation, feedback loops, and governance controls.
- Prioritize features based on customer value, operational impact, risk reduction, adoption, cost-to-serve, and alignment with the broader AI Ops / Zero Ops roadmap.
- Drive adoption through enablement plans, self-service onboarding, product documentation, stakeholder communications, demos, feedback channels, and value realization tracking.
- Establish and track KPIs such as MTTR, MTTD, alert-noise reduction, incident-volume reduction, manual-effort reduction, AI-assisted resolution rate, user adoption, recommendation helpfulness, and automation execution.
- Partner with risk, security, privacy, compliance, and governance stakeholders to ensure capabilities are auditable, explainable, permissioned, appropriately human-governed, and safe for production use.
- Evaluate internal and external AIOps, observability, automation, and agentic AI solutions; inform buy/build/partner decisions and ensure vendor capabilities integrate with the enterprise AI Ops ecosystem.
- Lead cross-functional planning and operating routines across Product, Engineering, SRE, Application Support, Infrastructure, Program Management, and vendor partners to deliver capabilities from concept through production adoption.
Benefits
- 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, 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 the Healthy Minds program
- Career development and training opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
