**Description** **You Lead the Way. We’ve Got Your Back.** 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. As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customers’ digital lives. Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems. American Express offers a range of opportunities to work with the latest technologies and encourages you to back the broader engineering community through open source. And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development. Find your place in technology on #TeamAmex. The Chief Technology Officer Organization’s vision is to raise the bar for technical excellence, talent, strategy, and standards across Technology. It also seeks to cultivate and foster technical innovation, as well as elevate and amplify the technical heartbeat of the organization. Are you a technologist with a passion for customer service? Do you enjoy and designing new and innovative products? Are you ready to use AI to transform the technology support experience? We are looking for an experienced Product Manager specializing in designing, deploying, and optimizing customer service experiences. You will help us reinvent how our colleagues fulfill their technology needs while modernizing the support experience. Join us as we create a superior digital experience for our colleagues by knowing and predicting their needs while delivering unparalleled support. **Responsibilities may include but are not limited to the following:** * Collaborate with business leaders and partners to craft the product vision and strategy for our TechCare Chatbot that drives meaningful innovation, usage, and value growth. * Act as a conduit between users and our engineering team. You will work with users to understand their needs and desires, and you will have the technical skills to work with engineers to deliver those requirements. The output of your work is a superior product that end users value. * Enable conversational AI experiences that are natural and engaging to provide colleagues with technology related information, solve technical issues or automate solutions. * Develop innovative product features for chatbots by actively engaging with colleagues to get feedback that translates into requirements on our product roadmap * Communicate product vision, execution plan, and development status with key collaborators and senior management. * Meet regularly with colleagues to deeply understand user needs and preferences and obtain product feedback that will ultimately drive higher adoption and user sentiment. * Will closely follow technology trends, industry best practices in the AI space to ensure that Amex is continuously optimizing our strategy. * Drive the Product Roadmap, prioritize the Engineering team’s sprint backlog, and participate in all phases of the development process. * Collaborate with other product managers, design experts, technologists, and service delivery personnel from across our organization to ensure that development and strategy initiatives align. * Will utilize excellent judgment in balancing the prioritization of product features, architectural improvements, and operational excellence to maximize customer value. * Define a set of KPIs to measure colleague engagement, Bot usage, customer satisfaction and business impact. Data will facilitate decision making and evangelize, position, and communicate the benefits of the product. * Employ a variety of qualitative and quantitative analysis techniques to continually evaluate how colleagues engage with the Bot to deliver a personalized experience. * Build new intents, including collecting historical utterances, training intents, conversational design and optimization. * Conduct ongoing evaluations of new industry tools and trends to ensure we are on the forefront of technology. **Qualifications:** * Bachelor’s Degree in computer science, product management, software engineering or a related field. * 5 years of experience in product management with recent experience in Generative AI, Conversational AI, Chatbots and/or Digital Assistants * Strategic thinker with a strong passion for understanding and solving customers' needs * Strong customer orientation and proven experience translating customer insights into action * Superior relationship management and communication skills * Must be a dynamic thought leader with the ability to drive the product through change, evolution, and growth * Prior experience in end user computing, production support, or customer service. * Previous experience with natural language processing (NLP), machine learning, and AI frameworks is a plus. * Prior experience designing and analyzing customer journeys including product / UX design. * A passion for technology, innovation, and driving a self-help culture. * Will have a forward looking “growth mindset” with a focus on emerging customer service industry trends and technologies. **Qualifications** 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. US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and the Pay Transparency Policy Statement. If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters. Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions. **Job:** Technology **Primary Location:** US-New York-New York **Schedule** Full-time **Req ID:** 25003465