Senior Manager-Tech Ops Support - The AI Platform Organization
About The Position
The Senior Manager-Tech Ops Support will act as a strategic partner to technical and non-technical teams, bringing strategic platforms and projects to life. The role supports platform vision and product roadmaps while driving business objectives and targeted outcomes. It reports to the Director of Generative AI Enterprise Enablement and partners with the director and other AI leaders to provide regular written and verbal updates to senior management. Within the AI Platforms Organization, the role is responsible for the end-to-end reliability, operational stability, and production support of enterprise AI SaaS platforms such as OpenAI and Anthropic. It establishes Site Reliability Engineering practices, monitors platform health, leads incident and change management, supports platform enhancements and deployments, and develops operational reporting and governance. The position also works with engineering, infrastructure, cybersecurity, vendors, and business stakeholders to support secure adoption and resolve technical issues. Where applicable, it provides technical leadership and mentorship to Technology Delivery and Support colleagues.
Requirements
- At least 6 years of hands-on technical experience across complex systems and platforms, with a proven track record of delivering scalable and high-impact solutions.
- Deep understanding of software and infrastructure design principles, with a demonstrated track record of increasing responsibility.
- Demonstrated leadership and management experience working with cross-functional, geographically dispersed teams on complex projects.
- Knowledge and experience using Agile management tools such as Jira, Rally, or similar platforms.
- Excellent oral and written interpersonal abilities, including the ability to communicate effectively across third parties and technical and business teams.
- Ability to clarify objectives, deal with ambiguity and under-defined problems, advocate for simplification, and influence teams.
- Ability to enable business capabilities through innovation.
- Willingness to learn new technologies.
- Employment eligibility to work with American Express in the United States; the company will not pursue visa sponsorship.
Nice To Haves
- Bachelor's degree in computer science, computer engineering, or another technical subject area, or equivalent work experience, is preferred.
- Knowledge of Information Technology Infrastructure Library (ITIL) and Capability Maturity Model Integration (CMMI) practice is a plus.
Responsibilities
- Drive end-to-end reliability, operational stability, and production support of enterprise AI SaaS platforms, such as OpenAI and Anthropic, ensuring secure, scalable, and highly available services.
- Establish and maintain Site Reliability Engineering practices, including service-level indicators (SLIs), service-level objectives (SLOs), monitoring, alerting, incident response, and continuous service improvement.
- Monitor platform availability, performance, API utilization, latency, error rates, and service health to identify operational risks, troubleshoot issues, and drive timely resolution.
- Lead incident, problem, and change management activities, coordinating root cause analysis, corrective actions, and preventive measures to minimize service disruptions and improve platform resilience.
- Partner with engineering, infrastructure, cybersecurity, vendors, and business stakeholders to troubleshoot complex technical issues, manage escalations, and resolve platform-related incidents.
- Drive operational automation, observability, and process optimization to reduce manual effort, enhance support efficiency, and improve platform reliability and scalability.
- Support platform enhancements, integrations, upgrades, and production deployments by coordinating technical validation, change readiness, and operational transition activities.
- Establish operational reporting and governance processes to track service health, support performance, incident trends, risks, dependencies, and continuous improvement initiatives.
- Collaborate with business and engineering teams to enable secure platform adoption, provide technical guidance, and resolve access, configuration, and integration challenges.
- Apply troubleshooting, analytical problem-solving, adaptability, and a bias for action while working with rapidly evolving AI technologies.
- Where applicable, provide technical leadership and mentorship to Technology Delivery and Support colleagues, fostering operational excellence, knowledge sharing, accountability, and continuous learning.
- Partner with the director and other AI leaders to provide regular written and verbal updates to Senior Management.
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
