Senior Manager - Digital Product Management

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.

How will you make an impact in this role?

The Release Management and Training Manager of the Global Operations Support (GOS) team is responsible for overseeing software releases and ensuring the production support team is ready to support any new functionality and features. In addition, this role will oversee all training needs within the production support team. This role involves strategic planning, deep travel knowledge, working closely with a global team, and collaboration with internal and external product & technology teams/partners.

• Comprehensive knowledge of travel agency processes, tools, and technologies.
• Ability to learn new systems and tools proficiently.
• Build relationships, collaborate with & influence partners (both internal and external) to execute our strategy and roadmap.
• Identify key insights to drive transformational change and continuous improvement in End-End processes.
• Establish and reinforce best practices for release management and training.
• Collaborate with cross-functional teams, including product owners, engineering and testing, to inform best practices and drive operational efficiency.
• Influence, inspire and mentor a production support team to grow and develop through continuous learning.
• Facilitate regular meetings to review opportunities, team/stakeholder feedback and create an actionable roadmap to drive deliverables.
• Spearhead the creation of a knowledge base framework for the GOS team that will act as a living document of product requirements and system functionality
• Provide periodic or ad hoc reporting in order to provide various insights including:
  • Training Status and effectiveness of training
  • Release schedules and key watchouts/functionality

Minimum Qualifications

• 5+ years of experience in software development, support, IT operations or QA with a proven track record.
• Very strong collaboration, influence, communication skills with a strong track record of data driven process transformation and consistently driving results in a dynamic and complex environment
• Strong people management skills and proven track record of leading a diverse team in a Global environment with multiple internal and external partners.
• In-depth knowledge for best practices for ITIL processes, incident management and application monitoring including experience managing escalation protocols for critical incidents and disaster recovery. Understanding of IT infrastructure and application integration.
• Experience with Service Now incident management system, Splunk/Dynatrace monitoring/alerting tools and Agile methodologies and tools(Jira/Confluence) are preferred.
• Strong understanding of Travel Eco Systems including digital travel infrastructure and global distribution systems is a plus.
• Excellent verbal and written communication skills and experience working with senior leaders

Preferred Qualifications

• Sabre GDS and Travel Industry Knowledge
• Training and Software Release Management Experience
• ITIL Certifications and Software Development Background

Salary Range: $123,000.00 to $215,250.00 annually + bonus + benefits

The above 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.

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, but not limited to, 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.

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