Manager of Technology Operations

The Digital Workplace (DW) department within Enterprise Technology Services provides tools and services to American Express colleagues. Our mission is to deliver the world's best colleague digital experience: Everywhere. Everyday. We simplify work and raise productivity by empowering colleagues with the best digital tools and experiences.

The Delivery Enablement team enhances Digital Workplace effectiveness by increasing operational transparency and driving continuous improvement.

Reporting to the Director of Delivery Enablement, the Manager of Technology Operations will collaborate across Digital Workplace to lead the analysis, design, and adoption of initiatives that materially improve the way we deliver products and services to colleagues.

• Cultivate high-trust partnerships with DW stakeholders and senior leaders to orient problem-solving to business priorities and operational challenges
• Develop structured artifacts (e.g., value stream maps, A3s, and analytical readouts) to establish clarity on operating models, processes, and performance expectations
• Lead problem-solving workshops to analyze end-to-end workflows, identify opportunity areas, and define improvements that enhance effectiveness
• Conduct external research to inform improvement opportunities and benchmark effectiveness
• Own prioritization of cross-functional improvement initiatives through a backlog aligned to impact and Digital Workplace priorities
• Coordinate development and measure value realization of improvement initiatives, such as establishing measurement systems, automating workflows, and deploying agentic solutions

Minimum Qualifications:

• Bachelor’s degree in business, technology, or equivalent experience
• 3–5 years of experience in technology, business, or product operations; business process re-engineering; or a related field
• Expert communication skills to translate complex ideas into clear, actionable insights
• Demonstrated ownership mindset with the ability to independently drive initiatives end-to-end
• Proven ability to lead cross-functional initiatives and align stakeholders in ambiguous environments
• Strong analytical and systems thinking skills to identify high-impact opportunities and drive improvements
• Experience applying product management practices (e.g., backlog prioritization, roadmap definition, and defining success metrics/OKRs)

Preferred Qualifications:

• Experience in Digital Workplace, End User Computing, or related domains
• Certifications in Agile (e.g., Scrum, Scaled Agile Framework), ITIL, Process Improvement, or Product Management 
• Expertise in financial evaluations, including total cost of ownership, operating effectiveness, and external benchmarking
• Experience using Jira or similar Agile work management tools
• Master’s degree in business, technology, or related field

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