Project Manager - job 9 of 15

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

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.  American Express 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.

How will you make an impact in this role?

Description:

The American Express CSE team is responsible for the design and implementation of critical self-service and support capabilities for Distributed Infrastructure and Data Services. We also maintain a chatbot that supports thousands of applications across AXP. The Program Manager will be responsible to establishing, creating, and delivering best-in-class self-services and the associated operational processes. This includes ensuring build, test, deploy, release, service levels, key performance indicators and operating level agreements are defined and attained. This role is responsible for working closely with Engineers and Architects, application development teams, storage, other network partners, ITSM process owners, vendors, and production support teams to ensure business objectives are met. The best solution isn’t built in a day or even a year and it’s certainly not built without a team.

The ideal candidate will have a strong experience on project management and proven ability to bring teams together.

Here’s just some of what you’ll do:

• Tracks and manages dependencies for project delivery
• Breaks down barriers impeding teams from making progress against sprints and deadlines
• Manages and escalates risks, issues, and changes
• Experience across the product/project management lifecycle for enterprise products or services
• Engages with Product Owner, Business Stakeholders, and delivery team to understand Business needs and facilitate identification of appropriate solutions
• Partner with various teams and stakeholders to drive project governance & Operational readiness
• Work with extended teams across the globe
• Excellent communication skills (presentation, verbal and written)
• Proven record of successful delivery of company-critical projects
• Establishes key operational performance metrics to monitor and manage projects
• Executes service delivery projects to improve availability, and enhance customer experience
• Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented.
• Contributes to the development of policies and procedures for the production and service support function
• Leads efforts to build and operate performance management framework across all partner and delivery channels

Qualifications:

• Prefer 2+ years of project management, IT operations or service level management experience, preferably in multiple technology disciplines (i.e., mainframe, midrange, cloud, network, etc.)
• Demonstrated ability to develop and implement enterprise-wide processes and deliver on those processes
• Demonstrated ability to create and manage an operational performance management framework
• Demonstrated ability to manage multiple projects simultaneously with minimal guidance and direction
• Demonstrated ability to manage vendor partnerships
• Must have the ability to successfully interact with a matrixed team of technical, business and process SMEs (Subject Matter Experts)
• Strong ability to translate detailed technical analysis into high-level reporting for senior leaders
• Ability to influence and manage change with strong collaboration skills
• Excellent interpersonal skills including strong decision making, communications (verbal and written) and negotiation skills
• Strategic thinker who is able to combine technical skills with overall business strategy to develop innovative solutions
• Strong working knowledge of ITIL framework and AGILE preferred
• Requires knowledge across multiple business and technical environments, covering a large range of business functions and capabilities
• Microsoft skills, especially in Excel, PowerPoint, Word, and Visio

Nice to have:      

• Relevant certifications, e.g., PMI, Scrum Master (CSM), SAFE Agilist (SA).
• Knowledge Infrastructure technologies and components like servers/storage/databases
• Strong understanding of IT Service Management Processes (Incident, Problem, Change, Performance & Capacity)
• Subject matter expertise in maintenance services and an understanding of key maintenance and performance metrics.
• Prefer prior experience managing a team of resources in multiple geographical locations
• Experience developing Post Implementation Reviews and driving Root Cause Analysis of issues
• Ability to analyze high level needs/requirements, source data, identify and evaluate alternatives
• Requires financial acumen in terms of monitoring, controlling, and reporting budget expenditure
• Ability to work in a dynamic and challenging environment
• Ability to drive results and stay with issues till closure
• Self-motivated and driven to identify and deliver appropriate solutions

Salary Range: $85,000.00 to $150,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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 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.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

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 work in a hybrid model (combination of in-office and virtual days).

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