Product Manager (NYC)

Customer: Fortune 50 Financial Services Firm
Location: Downtown, NYC
Schedule: 3x a week
Type: Contract
Duration: 12 months highly likely to extend
Rate: 75/hr W2

We are looking for an experienced Product Manager who will help us reinvent how our colleagues fulfill 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.

This is not a traditional ServiceNow admin/product owner search. They want a:

• Digital Product Strategist
• Employee Experience / ITSM modernization background
• Strong communicator/storyteller
• AI-enabled support transformation mindset
• Enough ServiceNow/domain credibility to work with technical teams
• Someone who understands how GenAI changes enterprise support experiences

The biggest differentiator is:
They do NOT want the "toggle switch" technical ServiceNow person.

They want someone who can:

• Define the vision
• Improve the employee support journey
• Drive self-service + conversational AI
• Align engineering + operations
• Translate strategy into roadmap execution

Ideal Backgrounds
Strong target profiles would likely come from:

• Enterprise digital workplace/product teams
• Employee experience platforms
• ITSM transformation initiatives
• AI-enabled service/support products
• Internal tooling/product organizations
• Consulting firms doing workplace modernization
• Large enterprise tech support transformation teams

People with...

• Product Management
• Digital Product
• Employee Experience
• ITSM
• ServiceNow
• Conversational AI
• GenAI
• LLM
• Chatbots
• Self-service
• Workflow automation
• Knowledge management
• Search experience
• Enterprise support
• Service delivery
• AI adoption
• Omnichannel support

The candidates who do best will probably:

• Speak strategically, not tactically
• Talk about outcomes and adoption
• Understand AI-assisted support models
• Explain how they improved UX/journey metrics
• Show stakeholder management in matrixed organizations
• Communicate executive-level vision clearly
• Balance customer experience + operational efficiency

Likely misses:

• Pure ServiceNow admins/developers
• Highly technical architects with no product mindset
• Candidates who only discuss implementation/configuration
• Product managers with zero enterprise workflow/support experience
• People without strong communication/presentation skills

What's in it for me?

• Opportunity to lead innovative projects that enhance global colleague support experiences.
• Collaborate with a diverse and talented team committed to excellence and continuous improvement.
• Engage in a forward-looking environment that values growth, learning, and technological advancement.
• Contribute to creating a digital support platform that impacts thousands of colleagues worldwide.
• Work in a dynamic, inclusive workplace that encourages diverse perspectives and ideas.

Upon completion of waiting period consultants are eligible for:

• Medical and Prescription Drug Plans
• Dental Plan
• Vision Plan
• Health Savings Account
• Health Flexible Spending Account
• Dependent Care Flexible Spending Account
• Supplemental Life Insurance
• Short Term and Long Term Disability Insurance
• Business Travel Insurance
• 401(k), Plus Match
• Weekly Pay

If this is a role that interests you and you'd like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!

About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson Wells.

ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands - Manpower, Experis, Talent Solutions, and Jefferson Wells - creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2023 ManpowerGroup was named one of the World's Most Ethical Companies for the 14th year - all confirming our position as the brand of choice for in-demand talent.