Manager-Digital Product Management

At American Express, we are committed to delivering exceptional experiences for our Card Members and colleagues every day. As digital experiences and travel services continue to evolve, the technology that powers them must be reliable, resilient, and customer centric.

The Digital Product Management support team sits at the intersection of technology, operations, and customer experience. Our team is responsible for supporting critical travel and servicing platforms that leverage modern cloud-based technologies and integrations with multiple third-party servicing vendors through APIs and connected services. We proactively monitor platform health, investigate complex technical issues, and collaborate across product, engineering, operations, and vendor partners to ensure seamless experiences for our Card Members and Travel Counselors.

Success in this role requires a strong technical foundation, including an understanding of system integrations and API-driven architectures, combined with a relentless focus on the customer experience. Team members are expected to act with urgency, take ownership of issues from identification through resolution, and continuously seek opportunities to prevent disruptions before they impact our customers. If you thrive in a fast-paced environment, enjoy solving complex problems, and are passionate about delivering exceptional service through technology, we invite you to join us in helping shape the future of travel and servicing at American Express.

• Provide end-to-end application and production support for critical Travel and Lifestyle Services (TLS) platforms, ensuring high availability, reliability, and exceptional customer experiences for Card Members and Travel Counselors.
• Lead timely issue triage, mitigation, and circumvention efforts for production incidents while driving comprehensive root cause analysis (RCA) and permanent corrective actions.
• Monitor the health, performance, availability, and customer experience of applications and services using observability platforms such as Dynatrace, ELF, Tealeaf, and other monitoring tools.
• Leverage data-driven insights and telemetry to proactively identify risks, detect performance degradation, prevent customer-impacting incidents, and improve platform resiliency.
• Support API integrations with internal systems and external servicing vendors, ensuring seamless connectivity and optimal service delivery.
• Respond to service requests and provide technical expertise for application access, functionality, and end-user experience issues with a strong sense of urgency and customer focus.
• Analyze customer journeys across digital and servicing channels to identify friction points, troubleshoot defects, and recommend improvements that enhance the overall customer experience.
• Partner closely with Product, Engineering, Operations, and Business stakeholders to align support strategies, operational priorities, and technology enhancements with business objectives.
• Develop, maintain, and continuously improve operational documentation, runbooks, knowledge articles, support procedures, and system configuration records.
• Implement and champion resiliency standards, observability practices, automation opportunities, and operational excellence initiatives to improve platform stability and support efficiency.
• Review incident trends, service performance metrics, and recurring issues to identify systemic improvement opportunities and drive long-term solutions.
• Collaborate with internal and external technology partners to manage vendor-related incidents, support API integrations, and ensure adherence to service level expectations.
• Communicate incident status, emerging themes, operational risks, and improvement opportunities to Product, Engineering, Business, and leadership stakeholders in a clear and actionable manner.
• Participate in on-call support rotations and major incident management activities, providing leadership during critical customer-impacting events and driving rapid restoration of service.

• BS degree in computer science, computer engineering, or other technical discipline, or equivalent 6+ years of work experience in DevOps/SRE/Application Support.
• Knowledge of third-party vendors such as Sabre, Switchfly, ISeatz, with associated network protocols and technologies
• Hands on experience on enterprise tools set such as Grafana, Dynatrace, ELF, AppDynamics, Prometheus, etc.
• Hands on experience on configuring dashboards in Dynatrace, ELF, Grafana, etc.
• Knowledge of ITIL framework

Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.