Sr. Manager - AI Innovation & Research - Rewards & Benefits

Amex Digital Labs’ mission is to build the future of payments and membership, creating new value that evolves with our customers' needs and drives deeper engagement and loyalty. We leverage emerging technologies to deliver innovations that enhance how customers pay, travel, dine, and experience the brand.

We are looking for a Product Manager to help build agentic Rewards and Benefits experiences for Amex Card Members within AI/LLM partner channels. This role will focus on bringing Amex Membership value into partner experiences, enabling Card Members to understand, access, and take action on their Rewards and Benefits through AI-powered interactions. The Product Manager will collaborate across Amex and with external partners to develop secure, seamless experiences that allow Card Members to activate and track benefits, monitor rewards progress, and redeem points or cash back directly within partner channels. The role combines product strategy, partner management, and data governance, and requires developing expertise in LLMs and enabling technologies such as Model Context Protocol (MCP) and Agent-to-Agent interactions.

• Partner deeply with engineering teams to understand and develop a perspective on how to apply evolving technologies (e.g., Model Context Protocol, Agent-to-Agent Protocol) for AI agent-facilitated Membership experiences, particularly across rewards discovery, benefits activation, value realization, and redemption journeys.
• Partner with internal business and platform teams to catalogue, permission, and prepare their assets and capabilities for use within LLMs by defining schemas, metadata, and access controls, including rewards, benefits, card features, eligibility rules, balances, and redemption capabilities.
• Balance the needs of customers, internal stakeholders, leadership, and partners to define product features, user stories, acceptance criteria, user experience, product roadmap, and backlog based on available strategic assets, with an emphasis on helping Card Members discover and understand the value of their Membership.
• Partner with engineers and solutions architects to identify technical solutions, assess technical tradeoffs, define specs, and deliver product features and platform capabilities to continually iterate on the American Express MCP servers that power these Membership experiences.
• Partner with internal stakeholders such as Legal, Compliance, and Risk teams to develop and adhere to data governance principles to ensure American Express assets and data are surfaced in a compliant, secure, and responsible way.
• Set and supervise development and release timelines, navigate intricate dependencies, and communicate impacts to partners.
• Evaluate LLM-based experiences that use proprietary Membership assets to ensure accuracy, appropriate orchestration, personalization, and adherence to guardrails, especially in customer-facing scenarios involving rewards balances, benefits eligibility, benefit activation, and reward redemption.
• Support Business Development and Marketing teams with go-to-market strategy and execution, including partnerships that extend and enhance Rewards and Benefits experiences across AI-powered ecosystems.

• Passion for technology with a clear customer focus; strong communication skills and the ability to provide clarity and direction across teams.
• 4+ years' experience in product development/management or software engineering in AI, digital products, financial services, loyalty/rewards, or partner-enabled Membership experiences; familiarity with GenAI concepts such as Retrieval-Augmented Generation (RAG) a plus.
• Strong working knowledge of technologies relevant to building third-party integrations such as OAuth and Software Development Kits (SDKs).
• Enthusiasm for exceptional products and services; deep customer empathy, familiarity with customer research methods, keen product intuition, and ability to articulate product functionality, ideally with exposure to rewards, loyalty, benefits, or membership platforms. 
• Builds relationships quickly; secures buy-in and influences key stakeholders.
• Reconciles competing needs across customers, stakeholders, and partners; gathers information, assesses trade-offs and risks, gains buy-in, makes informed decisions, and supports them with evidence.
• Recognizes issues quickly and drives resolution through creative, efficient problem solving.
• Curious and entrepreneurial; learns how things work to make connections and find opportunities; moves fluidly between strategy and detail.
• Creative within a highly regulated financial-services environment.

• Team player, comfortable with ambiguity, and highly organized.

  Employment eligibility to work with American Express in the United States is required as the company will not pursue visa