Senior Associate-Digital Product Management
GS Servicing Innovation: Where innovation is our business.
Our team’s mission is to shape and execute the Generative AI strategy of Global Servicing (GS) at American Express, accelerating the progress of both existing and future use cases of this exciting new technology to transform both the colleague and cardmember experience.
The GS Servicing Innovation team focuses on:
Developing and executing upon the GenAI strategy & priorities for GS through rapid testing and learning, serving as a first mover for the broader enterprise in this new space
Accelerating and scaling GenAI pilot programs through scope definition, coordination, and ongoing centralized support (e.g., analysis, change management, communications) for dedicated pilot teams
Rapidly operationalizing GenAI initiatives at scale through development of rollout and scaling plans that quickly shift pilots from learnings to benefit realization, enabling teams to fail fast when appropriate
Providing compliance and risk management support for each unique use case to ensure responsible and thoughtful use of GenAI technology in accordance with AXP and regulatory policies
Role Description:
The Senior Associate Product Manager will support the design, development, and management of
products through their entire lifecycle, from problem definition, planning and release to monitoring and
end-of-life. This role involves partnering with stakeholders to enhance product strategies and roadmaps
while collaborating closely with design, development, testing, compliance and marketing teams.
The role will require an understanding of GenAI architecture, development frameworks, and
troubleshooting to support execution of GenAI product development. The ideal candidate will bring
creative thinking, strong analytical and technical competence, and the ability to prepare insights on
strategy and performance. Effective collaboration across teams and stakeholders at all levels within
American Express is essential.
Assist in applying Generative AI solutions to solve high-priority user problems through building pilots and products with a focus on exceptional customer satisfaction and measurable impact.
Leverage data insights and customer feedback to identify opportunities for product enhancements and iterative improvements.
Collaborate on customer journey definition, owning the process from ideation and implementation to monitoring and reporting on success metrics
Define and refine user stories, guide product requirements, and conduct user testing in collaboration with engineering, data science and external vendor teams.
Prioritize features and manage backlogs in alignment with the product roadmap, ensuring efficient development and delivery.
Identify and manage project dependencies to optimize development sequencing and streamline execution.
Collaborate with cross-functional teams to align strategic roadmaps for Generative AI product development with broader organizational goals.
Derive actionable insights from pilot performance metrics to inform decision-making and
prepare results for stakeholder presentations.
Contribute thought leadership and creative problem-solving to accelerate technological advancements and drive impactful solutions.
Stay updated with industry trends and advancements in Generative AI to inform product strategies and future capabilities.
Demonstrated passion for emerging technologies and creating innovative customer experiences through AI.
3+ years for experience in new product development, product management, or related field
Strong technical product management skills, with the ability to partner effectively with senior engineers and technical leads, understand complex technical concepts, and communicate AI product capabilities clearly to both technical and non-technical audiences.
Experience partnering with engineering teams to drive technical product decisions, balancing customer needs with architectural and engineering constraints.
Hands-on experience experimenting with Generative AI and Large Language Models, including prompt engineering, experimentation, and similar techniques.
Excellent communication skills, with the ability to engage, influence, and align diverse stakeholders.
Entrepreneurial mindset with a proactive approach and high agency to problem-solving and decision-making.
High ethical standards and a strong understanding of the risks and regulatory considerations associated with AI solutions.
Highly organized and detail-oriented, with the ability to identify dependencies, resolve issues, and ensure timely project delivery
Preferred Qualifications:
Proven ability to deliver and implement large-scale, high-performance AI-driven solutions using Agile methodologies
Demonstrated ability to shape product strategies, prioritize features, and manage product roadmaps in alignment with business goals.
Proven relationship-building skills, with the ability to collaborate effectively across business, governance and technical teams.
Experience applying AI solutions to customer-facing or internal products, with a track record of measurable success.