Senior Manager- Product Management - Digital Workplace

American Express•Phoenix, AZ

22h•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. The world’s best colleague digital experience. That’s what we deliver. Everywhere. Every single day. American Express’s global employees and contractors (we call them colleagues) are served by an award-winning Digital Workplace team that enables communication, connection, and productivity – and we’re just getting started. The Digital Workplace Product Group, within the Technology organization at American Express, brings together foundational strategic technology capabilities in digital workplace. It connects business priorities with product roadmaps and drives product management standards across the Digital Workplace organization. At American Express, Digital Workplace aims to create the World’s Best Colleague Experience, which starts with great product management. How will you make an impact in this role? Are you a technologist with a passion for customer service? Do you enjoy and designing new and innovative products? Are you ready to transform the technology support experience? We are looking for an experienced Product Manager who will help us reinvent how our colleagues fulfill their technology needs while modernizing the support experience. This highly visible role will be joining a team chartered with leading the strategy and planning across our network of services. Join us as we create a superior digital experience for our colleagues by delivering unparalleled support.

Requirements

Bachelor’s Degree in computer science, engineering, or a related field.
5+ years of experience in digital product management with additional experience in strategic planning, consulting, or business process reengineering is a plus.
Deep ServiceNow Platform Expertise: 3+ years of experience working with ServiceNow, including ITSM modules (Incident, Request, Problem, Change, Knowledge), Service Catalog, and Now Assist, with demonstrated ownership of roadmap, backlog, and platform capability evolution.
Omnichannel Service Delivery Experience: Proven experience designing and optimizing IT service experiences across multiple channels—Phone, Walk-up, Live Chat, AI Chatbot, Web Portal, Mobile, and related digital touchpoints—leveraging ServiceNow and integrated ecosystems.
Experience with workflow optimization, automation, and AI technologies is strongly preferred.
Strategic thinker with a strong customer orientation and passion for understanding and solving customers' needs. Proven experience translating customer insights into tangible deliverables.
Excellent written and verbal communication skills. Will create and deliver presentations that have impact to influence colleagues and leaders across the organization.
Ability to think strategically while consistently delivering incremental improvements to our global servicing experience.
Experience with business process reengineering is strongly preferred with the ability to challenge the status quo and drive creative ideas and solutions.

Responsibilities

Will work to define the servicing strategy for to deliver technology support for all American Express colleagues worldwide. Communicate strategic vision, execution plans, and status with key collaborators and senior management.
Meet regularly with colleagues to deeply understand user needs and preferences and obtain feedback that will ultimately drive the prioritization and roadmap of key initiatives.
Develops a strong rapport with service delivery leaders, product managers, engineers, and other key stakeholders to identify technology improvements, and roll out new servicing capabilities.
Will utilize excellent judgment in balancing the prioritization of strategic projects and drive forward the initiatives that maximize customer value and deliver operational excellence. Will deliver Product Roadmaps, prioritizing product features, new capabilities and deliverables that prioritize value.
Will participate in all phases of the development process partnering with engineering, architecture and other groups to deliver on the product roadmap.
Will collaborate with others to measure colleague engagement, service performance, customer satisfaction and business impact. Data will facilitate decision making and evangelize, position, and communicate the benefits of the services we provide. Will ensure that appropriate measurement tools are in place.
Will have a forward looking “growth mindset” with a focus on technology trends and emerging customer service industry best practices (examples: agentic AI, chatbots, automation and preemptive healing). Will evaluate new opportunities to ensure that Amex is continuously optimizing our strategy and delivering best in class services.
Will work to drive a self-help culture at American Express.

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