Job Description

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 seeking an experienced product manager with strong technical acumen to lead the development of cutting-edge AI-powered customer experiences that leverage advances in generative and agentic AI technology

This role will be responsible for delivering the product strategy and end-to-end customer experience for AI-driven interactions. This role will translate customer needs, business priorities, and emerging AI capabilities into products that are valuable, safe, and scalable in a regulated environment. You will work closely with cross-functional teams including data scientists, engineers, business stakeholders, and design teams to deliver high impact, scalable AI solutions that enhance the customer experience.

How will you make an impact in this role?

• Help define and execute the roadmap for AI powered customer experiences, balancing long term vision with immediate business priorities.
• Lead product delivery from concept through launch and iteration, partnering with engineering, data science, design, legal, risk, and business stakeholders.
• Drive experimentation, measurement, and continuous improvement using product analytics, model evaluation, and user feedback.
• Partner with engineering on the design and deployment of LLM based features and agent workflows, ensuring high quality, accurate, and scalable solutions.
• Use data to inform decisions on model selection, prompt and context design, evaluation methods, tool integration, and workflow design.
• Stay current on AI advances and bring practical ideas into the roadmap where they create clear customer or business value.

Minimum Qualifications

• Bachelor's degree in Computer Science, Data Science, Engineering, Business, Analytics, or a related field.
• 3+ years of product management, tech consulting, or a related field with clear ownership of digital product outcomes.
• Strong understanding of modern AI product design patterns, including LLM-based experiences, retrieval systems, agentic tool use, and evaluation.
• Ability to work credibly with technical teams in an Agile environment while keeping customer value and business impact at the center.
• Strong written and verbal communication, structured thinking, and stakeholder management.
• A passion for AI, product experimentation, and the future of digital customer experiences.

Preferred Qualifications

• Master’s degree.
• Experience shipping customer facing AI products in a regulated or complex enterprise environment with modern LLM evaluation systems.
• Hands-on experience with agentic orchestration frameworks (e.g., LangGraph or similar).
• Hands-on experience of prototyping using LLM-powered tools to build digital products using effective prompt engineering and orchestration.

Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws, American Express may provide visa sponsorship for certain positions.

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.