Manager / Senior Manager Product Management GenAI Servicing Innovation

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Our team’s mission is to shape and execute the Generative AI strategy of the Global Services Group (GSG) 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 GSG Servicing Innovation team focuses on:

Developing and executing upon the GenAI strategy & priorities for GSG 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 policiesRole Description:

The role will require creating strategic and data-driven recommendations that enable the execution of GSG’s GenAI strategy. The role will require a deep understanding of GenAI architecture, development frameworks, and troubleshooting to support execution of GenAI product development. This role will be responsible for the execution and delivery of strategic tests and pilots. The ideal candidate will be able to think creatively and prepare analyses and presentations on both forward-looking strategy and achieved results. This role also requires collaboration with various teams, including effective collaboration with Senior Leaders of all band levels across GSG and American Express more broadly.Responsibilities: 

• Supporting the scoping of the next wave of GenAI pilots, ensuring alignment to prioritization principles while extrapolating learnings from smaller scale efforts and extending to “bigger bets”
• Applying Generative AI solutions to build pilots and products with high expectations on customer satisfaction
• Thought leadership/creative problem solving to accelerate technological innovation for American Express and drive progressive improvement
• Developing strong working relationships with various stakeholders in order to achieve results and enact wide-scale impact across the enterprise
• Strategic program management for live pilots, ensuring that key milestones, deadlines, and deliverables are executed by removing roadblocks and facilitating alignment between stakeholders
• Driving project delivery by fostering teams, managing relationships with partners, identifying opportunities and obstacles/risks, developing strategic recommendations, and ensuring deliverables are optimally executed
• Results and change leadership, including the planning and development of key GenAI initiatives that result in achievement of sustainable, transformational results
• Monitoring external perspectives and developments in GenAI and innovation more broadly and incorporating them into to Amex roadmaps and decisioning as relevant
• Executing analysis of key metrics for GenAI pilots to derive insights on value and performance, and prepare materials for sharing results

• Knowledge of Generative AI that clearly goes beyond the surface level, including a technical understanding of the functionality, risks and mitigations and an ability to inform use case feasibility
• Product Management/Development experience
• Ability to demonstrate a User Centric Mindset and ideas on how to leverage Generative AI beyond the obvious use case of chat
• Strategic, big-picture thinker with demonstrated interest in Generative AI and innovation with strong business acumen and high degree of creativity in identifying opportunities for products, services, new processes and systems
• Experience experimenting with Generative AI and Large Language Models, including prompt engineering and other methodologies
• Highly organized, taking individual initiative and accountability for getting results
• Ability to navigate ambiguity and engage in structured thinking in order derive meaningful, data-driven insights
• Solid technical understanding and skilled at articulation of complex issues to non-technical partners
• Excellent oral and written communication and presentation skills to tailor communication to various audiences Excellent communication skills with the ability to engage, influence, and inspire partners to drive collaboration and alignment
• 3 years of experience in Product Management/Development
• Ability to influence without authority at all levels and demonstrated track record for driving results and transformation across multiple lines of business
• High ethical standards to work in a highly regulated environment and ability to responsibly consider and mitigate risks of applying AI related solutions
• Experience with agile product development methodologies and tools (JIRA, Rally, LPM, etc.)

• Experience in User Experience research and design, a familiarity with design thinking principles
• Experience working in delivery and implementation of complex, large-scale, high-performance applications/solutions
• Passion to learn about innovative technologies and new approaches to create exceptional customer experiences

Salary Range: $90,000.00 to $165,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

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 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

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.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.