Job Description

We are seeking a Product Manager to support the IVA (Intelligent Virtual Agent) Experience Design team. This role will help shape and deliver intuitive, customer-centered conversational experiences that enable customers to quickly and effectively accomplish their goals through our virtual assistant.

The Product Manager will partner closely with Experience Design, Product, Technology, Analytics, and other cross-functional teams to translate customer needs and business priorities into well-defined product requirements and experiences. This role is ideal for someone who enjoys working at the intersection of product management, customer experience, conversational design, and digital innovation.

This is an individual contributor / Manager-level role focused on owning defined product capabilities, driving execution, and influencing across teams. The role does not require responsibility for managing a large organization or setting enterprise-wide strategy.

• Support the product strategy and roadmap for IVA customer experiences, translating broader business priorities into actionable product initiatives and requirements.
• Own defined IVA features, journeys, or capabilities from discovery through development, launch, and ongoing optimization.
• Partner with Experience Designers and Conversation Designers to create simple, intuitive, and effective customer interactions across IVA experiences.
• Develop clear product requirements, user stories, acceptance criteria, and supporting documentation for Technology and delivery teams.
• Represent the voice of the customer by incorporating customer feedback, behavioral insights, research, and performance data into product decisions.
• Partner with Engineering and Technology teams throughout the development lifecycle to clarify requirements, resolve issues, and support successful delivery.
• Prioritize features, enhancements, and defects based on customer impact, business value, feasibility, and product objectives.
• Coordinate with Analytics partners to define success measures, monitor experience performance, and identify opportunities for continuous improvement.
• Conduct competitive and industry research to identify emerging trends and best practices in virtual assistants, conversational AI, and digital customer experiences.
• Participate in agile ceremonies, including backlog refinement, sprint planning, demonstrations, and retrospectives.
• Identify product dependencies, risks, and delivery challenges and work collaboratively with partners to drive resolution.
• Prepare clear product updates, recommendations, and supporting materials for stakeholders and working teams.
• Ensure IVA experiences align with established customer experience, accessibility, risk, compliance, and brand standards.
• Experience in product management, digital product development, customer experience, experience design, or a related field.
• Demonstrated experience translating customer and business needs into product requirements and actionable development work.
• Experience working with cross-functional teams including Design, Technology/Engineering, Analytics, and business stakeholders.
• Strong problem-solving skills with the ability to break complex customer journeys into clear product opportunities and requirements.
• Ability to use qualitative and quantitative insights to inform product decisions and prioritization.
• Strong written and verbal communication skills, with the ability to clearly communicate requirements, decisions, and recommendations.
• Experience working within Agile or similar product development methodologies.
• Strong organizational skills and ability to manage multiple priorities, dependencies, and deliverables.
• Customer-focused mindset with a strong interest in improving digital experiences.

Preferred Qualifications

• Experience supporting conversational AI, virtual assistants, chatbots, voice assistants, or other AI-enabled customer experiences.
• Familiarity with conversational design principles, natural language experiences, or customer journey design.
• Experience using product analytics, experimentation, customer feedback, or usability research to optimize digital experiences.
• Understanding of generative AI, natural language processing, or emerging AI capabilities and their application to customer experiences.
• Experience working in a regulated industry or complex enterprise environment.
• Familiarity with tools used for product management, agile delivery, design collaboration, and analytics.
• Bachelor's degree

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