You Lead the Way. We've Got Your Back. 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 redefining what's possible - and we're proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

The IT Service Management (ITSM) team is transforming into an organization that provides data driven intelligence backed by world class service management with a keen focus on user experience. The Senior Product Manager will play a critical role across the team to deliver on the vision and roadmap for the ITSM organization.

Key Responsibilities

• Introduce and apply IT service management best practices around the ServiceNow product roadmap (Incident, Problem, Change, Release, Knowledge, Notifications, etc.)
• Leverage industry trends and market standards; Define and articulate long-term product strategy and roadmap with clearly defined business metrics and targets
• Lead and mentor Product Managers and Associate Product Owners
• Work with customers, key partners, and colleagues to define and enhance user experience
• Prioritize and maintain the sprint backlog consistent with the product roadmap and perform story elaboration with the implementation team
• Enable cross-functional collaboration with relevant teams within the product scope

As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customers' digital lives. Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems. Amex offers a range of opportunities to work with the latest technologies and encourages you to back the broader engineering community through open source. And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development. Find your place in technology on #TeamAmex.

• 5+ years of experience in Product Management with proven track record in defining winning product constructs and delivering a product vision and strategy
• 3+ years of experience working in an IT service management environment
• Experience with rapid and iterative software development methodologies
• Proven track record managing large, complex products with multiple partners
• Knowledge of banking industry and applicable laws and regulatory requirements
• Excellent verbal and communication skills with the ability to present complex, sensitive issues to senior management in a persuasive manner
• Previous experience as a people leader is preferred
• Work experience with the ServiceNow platform is preferred
• Experience working with Jira/Rally is preferred

Education

• Bachelor's degree in IT, Engineering or related discipline required; advanced degree preferred
• Background or certification in IT service management frameworks is preferred
• Background or certification in Agile is preferred

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.

If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e., 2 doses for Moderna/Pfizer and 1 dose for J&J) in order to work in or visit any of our offices. This requirement is subject to legally required accommodations.

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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.