Senior Manager - Digital Product Development; Generative AI

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.

The core of our company is not just the products we offer, but the personal connections our customers have with our brand. You can create digital experiences–from payments to rewards to servicing–that keep us connected to our customers and serve them at every touchpoint. From digital servicing and lifestyle features to secure, frictionless payment options, you can make a meaningful difference in our customers’ lives and help set us apart in the industry. Find your place in digital product on #TeamAmex.

Amex Digital Labs is responsible for catalyzing digital innovation at American Express by originating, incubating, and managing emerging products and platforms that can be essential to our customers’ digital lives. We strive to emphasize creativity, customer centricity, and innovation. Focus areas include crafting industry-leading digital payment solutions, using our outstanding membership assets to build digital experiences, and defining new products and services based on emerging technologies and trends.

We are seeking an experienced product manager with strong technical acumen to support the development of cutting-edge customer experiences that leverage advances in generative AI. This role will be responsible for guiding the product strategy and end-to-end customer experience for AI-driven interactions and ensuring the successful deployment and continuous improvement of our AI capabilities. You will work closely with cross-functional teams including data scientists, engineers and design teams to deliver high impact, scalable AI solutions that enhance the customer experience. 

Key Responsibilities

• Support the definition and execution of the product roadmap for generative AI-powered customer-facing solutions, balancing long-term vision with immediate business priorities.
• Lead the end-to-end development of generative AI products, managing a dedicated scrum team and partnering closely with enterprise stakeholders and cross-functional teams to develop products in accordance with enterprise standards.
• Conduct customer research and competitive intelligence to ensure product requirements are reflective of real customer problems/needs and changing industry dynamics.
• Leverage analytics to monitor product performance and user engagement, driving actionable insights for continuous improvement.
• Support the configuration and deployment of LLMs, ensuring they meet business requirements and provide accurate, high-quality responses.
• Use key metrics to assess LLM effectiveness, accuracy, model behavior, and user satisfaction, and make data-backed decisions to optimize outcomes. Evaluate automated approaches to testing and model evaluation to streamline accuracy and efficiency. 

Qualifications: 

• Bachelor's degree in Computer Science, Engineering, Business, or a related field. Master’s degree preferred.
• 5+ years of product management experience in a highly regulated environment. Clear evidence of career progression and increasing scope of responsibility.
• Proven track record of 0-1 product development, ideally with AI-powered customer facing products that leverage conversational platforms, recommendation engines and/or personalization techniques.
• Interest and understanding of Large Language Models (inc. familiarity with prompt engineering), Natural Language Processing techniques, Machine Learning frameworks and their application.
• Experience working with cross-functional teams in an Agile development environment.
• Exceptional communication, documentation and stakeholder management skills.
• A passion for AI, product experimentation, and the future of digital customer experiences.

Salary Range: $90,000.00 to $165,000.00 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

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.

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.

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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