Manager-Digital Product Management

The Chat Automation team is hiring a Product Manager to lead the development of our Conversational AI experiences. This role will be focused on creating industry leading bots in mobile and web chat utilising AI & machine learning techniques to drive the best customer experience. Our team is committed to deliver the best virtual assistant in the industry.

• Utilise cutting-edge Conversational AI technologies (including LLMs) to identify and implement opportunities for improving chat experiences that align with business objectives.
• Continuously explore and adopt emerging technologies and approaches to deliver personalised, contextual chat interactions.
• Collaborate with data science, technology, and strategy teams to define and execute a comprehensive vision and roadmap across channels and markets.
• Manage and prioritise a backlog of platform requirements, balancing immediate needs with long-term strategic objectives and clearly communicating priorities to stakeholders.
• Lead and oversee chat improvement initiatives from conception to execution, ensuring timely delivery within budget constraints.
• Stay informed of industry trends and best practices in Conversational AI and customer service to refine strategies and solutions.
• Partner with team members and architects to assess and plan for future platform capabilities and enhancements.
• Regularly analyse customer chat interactions, focusing on travel and servicing use cases, to identify strengths, weaknesses, and opportunities for innovation and improvement.
  
  We are seeking a passionate Product Manager with a strong focus on customer experience, proven expertise in digital product development (preferably with AI, ML and LLM experience), and the strategic acumen to guide platform roadmaps across diverse teams.
• A resilient, positive attitude with a proactive, solution-oriented mindset.
• Curiosity and enthusiasm for emerging AI technologies and their application to customer service.
• Proven experience as a product owner, adept at managing in-sprint demands and prioritisation processes.
• Strong ability to articulate product functionality, gaps, and improvement opportunities.
• Exceptional communication skills to influence, engage, and inspire collaboration across teams and stakeholders.
• Proficiency in working with technology teams, with a solid understanding of engineering fundamentals and development workflows.
• Demonstrated ability to build lasting relationships with cross-functional teams and stakeholders at all levels.
• Experience in structured project management frameworks, Agile methodologies, and new product development processes., Hands-on knowledge of Conversational AI and Messaging, including natural language processing, LLM technologies, content and dialogue management, and messaging orchestration and routing.
  
  With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you'll be recognized for your contributions, leadership, and impact-every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong. Join Team Amex and let's lead the way together.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
• 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