Job Title: Product Manager- ServiceNow ITSM
Location: NY (Hybrid- 3 days onsite)
Security/Citizenship: US Citizen or Green Card Holder required
Employment Type: Long-term Contract on C2C
Note: Need someone for Component Library related work so OneApp understanding is nice to have.
We are looking for an experienced Product Manager who will help us reinvent how our colleagues fulfil 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.
Responsibilities may include but are not limited to the following:
• Will work to define the servicing strategy for to deliver technology support for all American Express colleagues worldwide. Communicate strategic vision, execution plans, and status with key collaborators and senior management.
• Meet regularly with colleagues to deeply understand user needs and preferences and obtain feedback that will ultimately drive the prioritization and roadmap of key initiatives.
• Develops a strong rapport with service delivery leaders, product managers, engineers, and other key stakeholders to identify technology improvements, and roll out new servicing capabilities.
• Will utilize excellent judgment in balancing the prioritization of strategic projects and drive forward the initiatives that maximize customer value and deliver operational excellence. Will deliver Product Roadmaps, prioritizing product features, new capabilities and deliverables that prioritize value.
• Will participate in all phases of the development process partnering with engineering, architecture and other groups to deliver on the product roadmap.
• Will collaborate with others to measure colleague engagement, service performance, customer satisfaction and business impact. Data will facilitate decision making and evangelize, position, and communicate the benefits of the services we provide. Will ensure that appropriate measurement tools are in place.
• Will have a forward looking “growth mindset” with a focus on technology trends and emerging customer service industry best practices (examples: agentic AI, chatbots, automation and preemptive healing). Will evaluate new opportunities to ensure that Amex is continuously optimizing our strategy and delivering best in class services.
• Will work to drive a self-help culture at American Express.
Qualifications:
• 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.