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 recognised 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.

Amex Digital Labs is responsible for catalysing 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 emphasise 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. 

How will you make an impact in this role? 

• 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 behaviour, and user satisfaction, and make data-backed decisions to optimise outcomes. Evaluate automated approaches to testing and model evaluation to streamline accuracy and efficiency. 

Minimum 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. 
• Proven track record of 0-1 product development, ideally with AI-powered customer facing products that leverage conversational platforms, recommendation engines and/or personalisation 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.
  

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 
• Support for financial-well-being and retirement 
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• Generous paid parental leave policies (depending on your location) 
• 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.