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Program Manager – Technology Operations

American Express

This is a Full-time position in Phoenix, AZ posted October 24, 2021.

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.

As the Program Manager of the Business Operations Support Squad (BOSS), you will join a team of highly skilled Site Reliability, DevOps and ProdOps engineers that provide 24/7 support for applications across our critical Servicing, Messaging and Marketing portfolios.

Youll be responsible for a broad range of activities, including working closely with the team to drive automation and resiliency, and build operational support tools that contribute to the highest levels of application availability.

You will also have the opportunity to lead colleague engagement initiatives that span our entire Technology organization
– and beyond!

Key Responsibilities include:

  • Develop the program strategy and the various high-level project plans with deliverables and approach are fully understood by all partners
  • Maintain a clear understanding of all initiatives happening across our portfolio to drive prioritization.
  • Act as a central point of contact for urgent business issues and initiatives for the team and address information requests; coordinate and prioritize.
  • Handle business planning and operational processes driven in support of our portfolio.
  • Identify and track key achievements and recommend adjustments to cross-functional team plans
  • Ensure accurate reflection of project/program budgets, forecasts and actuals with related tools
  • Monitor and communicate delivery progress and ensure timely and effective communication of the status in terms of cost, forecast, schedule and assessment of risks/issues
  • Anticipate program/project risks and issues and ensures that appropriate mitigation planning is in place to avoid compromising delivery
  • Add to continual process improvement or re-engineering activities
  • Communicate with key partners about program strategy direction and changes
  • Participate as a core team of volunteers responsible for the execution of our enterprise, Global hackathon event, and similar Technology-wide initiatives.
  • 5+ years of related experience.
  • Be highly influential at all levels, including peers, leaders and key stakeholders, distilling complex ideas and concepts with clear, structured, easy to understand language.
  • Influence team members with creative changes and improvements by challenging status quo and demonstrating risk taking.
  • Collaborate with development teams, Product Owners and other partner teams to improve application performance and availability.
  • Be a self-starter who can provide strategic thought leadership and prioritization with limited guidance.
  • Proven track record to navigate effectively and efficiently within large organizations, with an understanding of business units, processes, and operations.
  • Must be highly organized and self-motivated.
  • Demonstrated project management, organization and planning skills applied in a fast-paced multi-tasking environment.
  • Outstanding oral and written communication skills with strong personal presence.
  • Excellent PowerPoint and Excel skills.
  • Active listening skills, summarization skills, and lateral thinking to uncover and react to emerging opportunities.
  • Prior technology experience/knowledge a plus.
  • Bachelor’s Degree preferred or combination of education and experience.