Manager of Technology Operations

Job Description

The Digital Workplace (DW) department within Enterprise Technology Services provides tools and services to American Express colleagues. Our mission is to deliver the world's best colleague digital experience: Everywhere. Everyday. We simplify work and raise productivity by empowering colleagues with the best digital tools and experiences.

The Delivery Enablement team enhances Digital Workplace effectiveness by increasing operational transparency and driving continuous improvement.

Reporting to the Director of Delivery Enablement, the Manager of Technology Operations will collaborate across Digital Workplace to lead the analysis, design, and adoption of initiatives that materially improve the way we deliver products and services to colleagues.

Responsibilities

• Cultivate high-trust partnerships with DW stakeholders and senior leaders to orient problem-solving to business priorities and operational challenges
• Develop structured artifacts (e.g., value stream maps, A3s, and analytical readouts) to establish clarity on operating models, processes, and performance expectations
• Lead problem-solving workshops to analyze end-to-end workflows, identify opportunity areas, and define improvements that enhance effectiveness
• Conduct external research to inform improvement opportunities and benchmark effectiveness
• Own prioritization of cross-functional improvement initiatives through a backlog aligned to impact and Digital Workplace priorities
• Coordinate development and measure value realization of improvement initiatives, such as establishing measurement systems, automating workflows, and deploying agentic solutions

Qualifications

Minimum Qualifications:

• Bachelor’s degree in business, technology, or equivalent experience
• 3–5 years of experience in technology, business, or product operations; business process re-engineering; or a related field
• Expert communication skills to translate complex ideas into clear, actionable insights
• Demonstrated ownership mindset with the ability to independently drive initiatives end-to-end
• Proven ability to lead cross-functional initiatives and align stakeholders in ambiguous environments
• Strong analytical and systems thinking skills to identify high-impact opportunities and drive improvements
• Experience applying product management practices (e.g., backlog prioritization, roadmap definition, and defining success metrics/OKRs)

Preferred Qualifications:

• Experience in Digital Workplace, End User Computing, or related domains
• Certifications in Agile (e.g., Scrum, Scaled Agile Framework), ITIL, Process Improvement, or Product Management
• Expertise in financial evaluations, including total cost of ownership, operating effectiveness, and external benchmarking
• Experience using Jira or similar Agile work management tools
• Master’s degree in business, technology, or related field

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

About us

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 our 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.

About

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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 our Healthy Minds program
• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
US Job Seekers - Click to view the “Know Your Rights” poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window: https://www.eeoc.gov/poster.

The below represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.​