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.
ResponsibilitiesAssist 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.
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
About the TeamWe back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- 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
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.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Skills Required
- 3+ years experience in new product development, product management, or related field
- Demonstrated passion for emerging technologies and creating innovative customer experiences through AI
- Strong technical product management skills; ability to partner with senior engineers and explain complex technical concepts
- Understanding of GenAI architecture, development frameworks, and troubleshooting
- Hands-on experience experimenting with Generative AI and Large Language Models, including prompt engineering and experimentation
- Experience partnering with engineering teams to drive technical product decisions
- Excellent communication skills with ability to engage and align diverse stakeholders
- High ethical standards and strong understanding of AI risks and regulatory considerations
- Highly organized and detail-oriented with ability to identify dependencies and ensure timely delivery
- 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
- Proven relationship-building skills across business, governance and technical teams
- Experience applying AI solutions to customer-facing or internal products with measurable success
American Express Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about American Express and has not been reviewed or approved by American Express.
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Healthcare Strength — Pay is often viewed as attractive when combined with comprehensive health, dental, and vision coverage that supports day-to-day needs. The benefits package is also framed as especially helpful for those supporting dependents.
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Retirement Support — Retirement benefits are positioned as a meaningful part of total rewards through a 401(k) plan with company matching. Financial wellness services and coaching are also highlighted as strengthening longer-term financial security.
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Leave & Time Off Breadth — Paid time off is repeatedly characterized as generous and a valued component of the overall package. Time off and flexibility are presented as helping the total rewards feel more complete beyond base salary.
American Express Insights
What We Do
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.
