Senior Manager- Product Management - Digital Workplace

The world’s best colleague digital experience. That’s what we deliver. Everywhere. Every single day. American Express’s global employees and contractors (we call them colleagues) are served by an award-winning Digital Workplace team that enables communication, connection, and productivity – and we’re just getting started.

The Digital Workplace Product Group, within the Technology organization at American Express, brings together foundational strategic technology capabilities in digital workplace. It connects business priorities with product roadmaps and drives product management standards across the Digital Workplace organization. At American Express, Digital Workplace aims to create the World’s Best Colleague Experience, which starts with great product management.

How will you make an impact in this role?

Are you a technologist with a passion for customer service?

Do you enjoy and designing new and innovative products?

Are you ready to transform the technology support experience?

We are looking for an experienced Product Manager who will help us reinvent how our colleagues fulfill their technology needs while modernizing the support experience. This highly visible role will be joining a team chartered with leading the strategy and planning across our network of services. Join us as we create a superior digital experience for our colleagues by delivering unparalleled support.

• Bachelor’s Degree in computer science, engineering, or a related field.
• 5+ years of experience in digital product management with additional experience in strategic planning, consulting, or business process reengineering is a plus.
• Deep ServiceNow Platform Expertise: 3+ years of experience working with ServiceNow, including ITSM modules (Incident, Request, Problem, Change, Knowledge), Service Catalog, and Now Assist, with demonstrated ownership of roadmap, backlog, and platform capability evolution.
• Omnichannel Service Delivery Experience: Proven experience designing and optimizing IT service experiences across multiple channels—Phone, Walk-up, Live Chat, AI Chatbot, Web Portal, Mobile, and related digital touchpoints—leveraging ServiceNow and integrated ecosystems.
• Experience with workflow optimization, automation, and AI technologies is strongly preferred.
• Strategic thinker with a strong customer orientation and passion for understanding and solving customers' needs. Proven experience translating customer insights into tangible deliverables.
• Excellent written and verbal communication skills. Will create and deliver presentations that have impact to influence colleagues and leaders across the organization.
• Ability to think strategically while consistently delivering incremental improvements to our global servicing experience.
• Experience with business process reengineering is strongly preferred with the ability to challenge the status quo and drive creative ideas and solutions.
• Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

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.

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 out Colleague Benefits Site .