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Senior Technical Program Manager

4 months ago

Phoenix, United States American Express Full time

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.

The Sr. Tech PM who joins our Product Delivery and Integration team will be assigned to one of several exciting teams that are driving large scale, cross functional, enterprise top priority initiatives

This role is for a top initiative called ISP, within the GSG&CT (Global Servicing Group & Corporate Technology) team, where we are building a modernized platform for all CCPs(Customer Care Professionals) to have a great user experience, in catering the real customer needs who call in to American Express.

American Express has embarked on this exciting transformation driven by an energetic new team of high performers. The platform will deliver a framework for creating better experiences across different areas of servicing needs within the GSG(Global Servicing Group) space.

We are seeking an individual with an enthusiastic, hard-working, technology mind-set to work well with a Product team who are defining the roadmap for this initiative and the Engineering teams developing innovative solutions to drive engagement and facilitate the ease-of-use of the tools needed for CCPs for existing cardmember base and to attract new customers to the AMEX brand. Collaborate with technology teams within the organization and with the backend teams to ensure the high-quality delivery of applications and infrastructure components. The role will collaborate closely with business partners and PMO teams, Technical Project Managers, Technical Engineers, Architects and Leadership, to ensure completeness and efficiency of solutions while ensuring the progress is tracked and reported at leadership level.

Responsibilities  include, but are not limited to:

Drives coordinated teams, in delivery of the roadmap defined for the ISP Program, working closely with other Technical project managers, product owners, architects, engineers, and quality assurance. Partners with Product Capabilities team(s) to develop roadmaps for E2E scope of the Product capabilities within a portfolio. Coordinates execution of development projects from initiation through release, using SDLC methodologies and Agile/Scrum concepts. Works within and across business and technology teams to prioritize, plan, and complete the development schedule for major product releases, from and E2E perspective. Steers technical program conversations (e.g., relating to architectural approach and system design) and articulates solutions; co-develops and documents solution. Facilitates and plans change management and defines the release management plan and activities. Identifies and addresses complex inter-team technical dependencies, bridges gaps in technical management experience in clarifying objectives, dealing with ambiguity/under-defined problems, advocating for simplification, and influencing teams. Ensures regulatory / audit / compliance requirements are met and protect data by fostering and promoting standard processes in data governance. Manages and supervises team velocity, financials, and other critical metrics in relation to the plan and published progress reports. Maintains dependency plan between planned sprints across engineering, infrastructure, and third parties. Handles and appropriately raises delivery impediments, risks, issues, and changes tied to the product development initiatives. Works with the teams involved in providing the mitigation approaches for the risks identified at the program level. Tracks iteration progress, OKR/KPIs, support issue resolution, and remove obstacles to ensure iteration commitments are met. Mentors, guides, and supports Technical Project Managers, Agile Champions, and other team members as appropriate. Provides executive level updates at the program level to key leaders to showcase the health of the overall program. Willingness to work with all the teams from E2E perspective including the backend teams.

Minimum Qualifications:

Bachelor’s or master’s degree in computer science, computer engineering, or other technical discipline, or equivalent work experience, is preferred. Understanding of all aspects of software design, with a demonstrated track record of growing responsibility. 7-8 years of technical project management experience. Experience managing Agile, Scrum, or other rapid application development teams to deliver technology solutions on that meet customer expectations for timeliness and quality. Experience managing project budgets and reporting while ensuring compliance with Rally, JIRA and Agile delivery platform. Excellent oral and written communication skills; Ability to effectively communicate across third parties and technology and product managers. Experience in clarifying objectives, dealing with ambiguity/under-defined problems, advocating for simplification, and influencing teams. Demonstrated willingness to learn new technologies and takes pride in how fast they develop working software.

Preferred Qualifications

Consistent track record of working independently and making key decisions on projects. Confirmed ability to lead change in dynamic, ambiguous environment, and ability to influence without direct authority among peers and with leaders. Influence team members with innovative changes and improvements by demonstrating risk taking. 8+ years of Software Project Management experience, part of it using Agile methodologies. Experience in using the Rally tool and creating dashboard views for reporting the progress within Rally tool. Ability to effectively interpret Technology and Product objectives as well as challenges.

Salary Range: $110,000.00 to $190,000.00 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, 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