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.
Responsibilities- 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.
About UsAt 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 the TeamWe 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.
Skills Required
- BS in Computer Science, Computer Engineering, or other technical discipline OR equivalent 6+ years of DevOps/SRE/Application Support experience
- Employment eligibility to work in the United States (no visa sponsorship)
- Hands-on experience with observability and monitoring tools (Dynatrace, ELF, Grafana, AppDynamics, Prometheus, Tealeaf)
- Experience configuring dashboards in Dynatrace, ELF, Grafana
- Knowledge of third-party travel vendors and integrations (Sabre, Switchfly, ISeatz) and related network protocols
- Knowledge of ITIL framework
- Experience supporting API integrations with internal systems and external vendors
- Experience participating in on-call rotations and major incident management
American Express Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about American Express and has not been reviewed or approved by American Express.
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Healthcare Strength — Pay is often viewed as attractive when combined with comprehensive health, dental, and vision coverage that supports day-to-day needs. The benefits package is also framed as especially helpful for those supporting dependents.
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Retirement Support — Retirement benefits are positioned as a meaningful part of total rewards through a 401(k) plan with company matching. Financial wellness services and coaching are also highlighted as strengthening longer-term financial security.
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Leave & Time Off Breadth — Paid time off is repeatedly characterized as generous and a valued component of the overall package. Time off and flexibility are presented as helping the total rewards feel more complete beyond base salary.
American Express Insights
What We Do
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.
