JOB DESCRIPTION
This role sits within the eCRMs Technology Delivery organization and is responsible for driving disciplined, end-to-end delivery of technology initiatives supporting enterprise customer relationship management platforms. As a Manager, Technical Delivery, you will lead execution across multiple workstreams within large, complex programs-such as ETP Diamond-ensuring delivery is predictable, well-governed, and aligned to strategic outcomes.
This role requires a strong program management mindset, with a focus on risk identification and mitigation, dependency management, proactive issue resolution, stakeholder engagement, and communication strategy execution. The role partners closely with Product, Engineering, Architecture, Marketing, Communications, and business stakeholders to support successful program delivery and adoption.
RESPONSIBILITIES
Program & Delivery Execution
Manage delivery of technology initiatives across multiple workstreams within large-scale programs (e.g., ETP Diamond).
Drive detailed delivery plans, milestones, and execution tracking to ensure alignment with scope, timelines, and quality expectations.
Ensure transparency through consistent reporting of progress, risks, dependencies, and outcomes.
Risk & Dependency Management
Proactively identify, assess, and manage delivery risks, issues, and interdependencies across teams and systems.
Develop and execute mitigation and contingency plans to minimize impact to delivery timelines and quality.
Escalate critical risks and blockers in a timely and structured manner, with clear recommendations.
Stakeholder Management & Governance
Partner with Product, Engineering, Architecture, Marketing, Communications, and Business stakeholders to align on priorities, sequencing, and delivery approach.
Support governance routines including program reviews, status reporting, and decision forums.
Ensure stakeholders are informed and engaged, with clear articulation of trade-offs, impacts, and delivery considerations.
Agile Delivery Leadership
Enable effective Agile execution, including sprint planning, backlog refinement, and release coordination.
Ensure work is well-defined, prioritized, and sequenced to optimize delivery outcomes.
Drive continuous improvement in delivery processes, team velocity, and predictability.
Technical & Operational Oversight
Maintain a working understanding of system architecture, integrations, and dependencies within the eCRMs ecosystem.
Ensure adherence to enterprise technology standards, risk controls, and compliance requirements.
Partner with engineering teams to ensure release readiness, production stability, and operational resilience.
Program Contribution (ETP Diamond & eCRMs Portfolio)
Contribute to execution of ETP Diamond, a strategic transformation initiative modernizing eCRMs platforms.
Support delivery of integrated, scalable solutions aligned to long-term architecture and platform strategy.
Drive consistency in delivery practices across the broader eCRMs portfolio.
QUALIFICATIONS
Bachelor’s degree in Business Administration, Business Management, Computer Science, Information Technology, Engineering, and/or comparable experience; advanced degree preferred
Knowledge of software development lifecycle (SDLC) methodologies and practices
Knowledge of Project Management
Knowledge of Technology Delivery
Knowledge of Agile management tools such as Jira, Rally, or similar platforms
Work Experience:
Experience in project management, delivery management, or a related job within the technology sector
Experience in leading and mentoring technology delivery teams
Experience in working in an Agile/Scrum environment
Experience in application design, software development, and automated testing
Experience in distributed (multi-tiered) systems, algorithms, and relational databases
Experience in Agile software development methodologies and practices such as Scrum/Kanban, iterations, user stories
Experience in automation testing and documentation (i.e., automated, functional, and performance)
Experience with Application Programming Interface (APIs), RESTful services, and middleware platforms
Licenses and Certifications:
Certification in SPC (SAFe Program Consultant), SA (SAFe Agilist), PMI-ACP (Agile Certified Practitioner), or PMP (Project Management Professional) is a plus
ABOUT US
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
ABOUT THE TEAM
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
For a full list of Team Amex benefits, visit out 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 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 either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
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The below 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.