Product Manager – IVA Experience Design

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.

- 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.