Role focus: Lead product strategy and execution for AI-powered operations capabilities that move Technology Operations from reactive incident response toward AI-assisted, AI-augmented, and safely automated operations.
As a Senior Manager, Digital Product Management for AI Ops, you will lead product strategy and execution for a portfolio of AI-powered operations capabilities that help transform Technology Operations from manual, reactive incident response to AI-assisted, AI-augmented, and increasingly autonomous operations. You will define and manage product roadmaps across agentic root-cause analysis, event correlation and noise reduction, operational copilots, knowledge and skills management, guided remediation, and safe self-healing workflows.
This role sits at the intersection of product management, SRE, observability, ITSM, automation, data platforms, and responsible AI. You will translate operational pain points into AI-enabled product capabilities, define success metrics, prioritize the backlog, and partner closely with engineering, SRE, application support, infrastructure, risk, compliance, and vendor partners to deliver production-grade AI Ops products at enterprise scale.
The ideal candidate is a product leader who can combine strong customer discovery and roadmap discipline with the technical fluency to reason about AI/ML systems, GenAI and agentic workflows, observability data, knowledge quality, model evaluation, human-in-the-loop controls, and governed automation in a regulated environment.
Responsibilities
Own the product vision, roadmap, backlog, and success metrics for AI Ops products across incident detection, triage, RCA, proactive risk detection, guided remediation, and self-healing automation.
Translate customer and operational needs from SRE, Application Support, Mission Control, infrastructure, and platform teams into product requirements, user journeys, acceptance criteria, and measurable outcomes.
Define AI-enabled workflows that use observability data, ITSM data, knowledge sources, dependency maps, automation catalogs, and operational feedback to improve detection, diagnosis, remediation, and post-incident learning.
Partner with engineering and architecture teams to shape agentic product capabilities, including agent orchestration, skills, tools, prompts, knowledge retrieval, memory, evaluation, feedback loops, and governance controls.
Prioritize features based on customer value, operational impact, risk reduction, adoption, cost-to-serve, and alignment to the broader AI Ops / Zero Ops roadmap.
Drive adoption of AI Ops capabilities through enablement plans, self-service onboarding journeys, product documentation, stakeholder communications, demos, feedback channels, and value realization tracking.
Establish and track product KPIs such as MTTR, MTTD, alert-noise reduction, incident-volume reduction, manual-effort reduction, AI-assisted resolution rate, user adoption, recommendation helpfulness, and automation execution.
Partner with risk, security, privacy, compliance, and governance stakeholders to ensure AI Ops capabilities are auditable, explainable, permissioned, human-governed where appropriate, and safe for production use.
Evaluate internal and external AIOps, observability, automation, and agentic AI solutions; inform buy/build/partner decisions and ensure vendor capabilities integrate into the enterprise AI Ops ecosystem.
Lead cross-functional planning and operating routines across Product, Engineering, SRE, Application Support, Infrastructure, Program Management, and vendor partners to deliver AI Ops capabilities from concept through production adoption.
Key Qualifications
Bachelor's degree in Information Systems, Computer Science, Information Technology, Engineering, Business, or comparable experience; advanced degree preferred.
8+ years of successful product management, engineering, deployment, or operations experience in enterprise-grade technology environments.
Experience product-managing AI, ML, GenAI, automation, observability, IT operations, SRE, or platform products.
Strong understanding of incident management, problem management, change management, ITSM workflows, and production operations.
Familiarity with AIOps capabilities such as event correlation, anomaly detection, root-cause analysis, predictive operations, automated remediation, and self-healing.
Demonstrated ability to translate ambiguous operational problems into product strategy, roadmaps, user stories, requirements, and measurable outcomes.
Experience defining success metrics for AI or data-driven products, including adoption, quality, accuracy/helpfulness, operational efficiency, and risk outcomes.
Proven ability in Agile methodologies, communication management, product strategy, road mapping, requirements management, and feature prioritization.
Experience collaborating with senior stakeholders across technology, operations, risk, compliance, security, and vendor organizations to drive software solutions and innovation.
Technical fluency with cloud platforms such as AWS, Azure, or Google Cloud; hybrid infrastructure, automation, DevOps, or SRE experience preferred.
Preferred / Nice to Have
Experience with observability platforms, logging/metrics/tracing, ServiceNow or equivalent ITSM platforms, automation/orchestration tools, and enterprise cloud environments.
Familiarity with GenAI/LLM concepts, RAG, prompt engineering, agentic workflows, model evaluation, feedback loops, and responsible AI controls.
Experience with enterprise AI governance, auditability, RBAC, human-in-the-loop workflows, and risk-managed automation.
Certifications such as CompTIA A+, Network+, Security+, public cloud certification, product management certification, or Agile/SAFe certification are pluses.
DevOps knowledge for highly available IT infrastructure preferred.
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
- Bachelor's degree in Information Systems, Computer Science, IT, Engineering, Business, or comparable experience
- 8+ years product management, engineering, deployment, or operations experience in enterprise technology environments
- Experience product-managing AI, ML, GenAI, automation, observability, IT operations, SRE, or platform products
- Strong understanding of incident management, problem management, change management, and ITSM workflows
- Familiarity with AIOps capabilities: event correlation, anomaly detection, root-cause analysis, predictive operations, automated remediation, self-healing
- Ability to translate ambiguous operational problems into product strategy, roadmaps, user stories, requirements, and measurable outcomes
- Experience defining success metrics for AI or data-driven products (accuracy, adoption, efficiency, risk outcomes)
- Proven experience with Agile methodologies, product strategy, road mapping, requirements management, and feature prioritization
- Experience collaborating with senior stakeholders across technology, operations, risk, compliance, security, and vendors
- Technical fluency with cloud platforms (AWS, Azure, Google Cloud); hybrid infrastructure, automation, DevOps, or SRE experience
- Employment eligibility to work with American Express in the United States (no visa sponsorship)
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.
