Join American Express as a Senior Digital Product Manager and Revolutionize Customer Experience
American Express is seeking a highly skilled and experienced Senior Digital Product Manager to join its Talk Abilities group, a cutting-edge team that leverages emerging artificial intelligence technology to transform the way the company understands, engages, and delivers hyper-personalized experiences to its Cardmembers. As a Senior Digital Product Manager, you will play a critical role in shaping the conversational AI customer servicing products and driving the development of advanced chat automation capabilities.
About the Talk Abilities Group and American Express
The Talk Abilities group is at the forefront of innovation, driving the advancement of American Express's conversational AI platform and the evolution of existing chatbot capabilities. As a Senior Digital Product Manager, you will be part of a dynamic team that is passionate about harnessing the power of AI to deliver exceptional customer experiences. American Express is a global financial services company with a rich history and a commitment to excellence. With a strong focus on customer satisfaction and a culture of innovation, American Express is an exciting place to build a career.
Key Responsibilities
- Lead the acquisition and synthesis of continuous product discovery efforts and define product requirements that provide opportunities to elevate the customer experience
- Utilize customer data, conversational analytics, industry knowledge, and technical understanding to analyze the performance of existing solutions and develop future capabilities
- Collaborate with developers, data scientists, and product managers across multiple value streams to deliver products that balance short-term improvement with long-term investments
- Work with the core product team to define customer stories, guide product definition, and build comprehensive acceptance criteria, identifying and elevating any need for additional analysis to define future feature design
- Lead customer testing and post-launch sustainment analysis of automation and identify ways to improve the experience
- Analyze performance metrics that demonstrate the health of the product and design clear data-informed product recommendations accordingly
- Maintain and refine the product backlog, aligning customer stories to the needs of the end customer, while prioritizing for business value
- Support the definition and creation of the product strategy, roadmap, release plan, and overall customer experience
Essential Qualifications
- Four-year college education in business, software engineering, programming, or a related field
- Interest and eagerness to understand how things work and the ability to use that knowledge to create connections and find opportunities with an entrepreneurial mindset and bias toward action
- Excitement for great products and services, able to empathize with customers, and skilled at articulating product functionality
- A demonstrated self-starter with the ability to manage multiple priorities and tasks
- Strong written and verbal communication skills, as demonstrated by your ability to convey new and complex details with brevity and clarity
- A forward-looking "growth mindset" with a focus on technology trends and emerging industry/space best practices
Preferred Qualifications
- Experience in product management, preferably in a conversational AI or automation development context
- Strong analytical and problem-solving skills, with the ability to interpret complex data and drive informed decision-making
- Excellent collaboration and communication skills, with the ability to work effectively with cross-functional teams and stakeholders
- A customer-centric approach, with a deep understanding of customer needs and preferences
Skills and Competencies Required for Success
- Mentally Inquisitive: You ask why, you explore, you are not afraid to speak up your thoughts. Comfortable with ambiguity, a desire to learn, and a seeker of new challenges.
- Effective Communicator: You can communicate complex ideas clearly, regardless of your audience.
- Do-er: You're biased toward action; you try things and are not afraid to fail. You can navigate detours and remain fixed on your goals.
- Lifelong Student: You have a desire to learn new things or new technologies, all while showing humility when the opportunity arises to ask for help.
Career Growth Opportunities and Learning Benefits
As a Senior Digital Product Manager at American Express, you will have access to a range of career development opportunities and learning benefits. You will be part of a dynamic team that is passionate about innovation and customer satisfaction, and you will have the chance to work on exciting projects that drive business growth. American Express is committed to supporting the professional and personal growth of its employees, and you will have access to training and development programs that will help you build your skills and expertise.
Work Environment and Company Culture
American Express is an equal opportunity employer that values diversity and inclusion. The company is committed to creating a work environment that is inclusive, respectful, and supportive of all employees. With Amex Flex, the company's enterprise working model, you will have the flexibility to work in a way that suits your needs, whether that's in the office, remotely, or in a hybrid model. American Express is passionate about supporting the well-being of its employees, and you will have access to a range of benefits and programs that support your physical, financial, and emotional well-being.
Compensation, Perks, and Benefits
American Express offers a competitive compensation package, including a salary of $20-30 per hour, depending on experience. In addition to your salary, you will have access to a range of benefits, including:
- Competitive base compensation
- Additional incentives
- 6% company match on retirement savings plan
- Free financial counseling and financial wellness support
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible work arrangements and schedules with hybrid and virtual options through Amex Flex
- 20+ weeks paid parental leave for all parents, regardless of gender, presented for pregnancy, adoption, or surrogacy
- Free access to global on-site health centers set up with nurses and physicians (depending on location)
- Free and confidential counseling support through the Strong Minds program
- Career development and training opportunities
Conclusion
If you're a motivated and experienced Senior Digital Product Manager looking to join a dynamic team that is shaping the future of customer experience, we encourage you to apply for this exciting opportunity. With its commitment to innovation, customer satisfaction, and employee well-being, American Express is an exceptional place to build a career. We look forward to receiving your application!
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