Manager

You Lead the Way. We ve Got Your Back.

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 lets lead the way together

Function Description:

Global Services Group GSG Servicing Innovation: Where innovation is our business.

Our team s mission is to shape and implement 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 implementing upon the GenAI strategy & priorities for Global Services Group ( 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 key findings to benefit realization, enabling teams to fail fast when appropriate
• Providing compliance and risk management support for each outstanding use case to ensure responsible and thoughtful use of GenAI technology in accordance with AXP and regulatory policies

Role Description:

The role will require building 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.

How will you make an impact in this role?

• Supporting the next wave of GenAI pilots, ensuring alignment to prioritization principles while extrapolating takeaways 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 partners to achieve results and enact wide-scale impact across the enterprise
• Strategic program management for live pilots, ensuring that key breakthroughs, deadlines, and results are implemented by removing roadblocks and facilitating alignment between partners
• Driving project delivery by encouraging teams, managing relationships with partners, finding opportunities and obstacles/risks, developing strategic recommendations, and ensuring results are successfully performed
• Results and change leadership, including the planning and development of key GenAI initiatives that result in achievement of balanced, entrepreneurial results
• Monitoring external perspectives and developments in GenAI and innovation more broadly and incorporating them into to Amex roadmaps and decisioning as relevant
• Performing analysis of key metrics for GenAI pilots to derive insights on value and performance, and prepare materials for sharing results

Must Haves:

• 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 Approach and ideas on how to demonstrate Generative AI beyond the obvious use case of chat

Minimum Qualifications:

• Strategic, big-picture thinker with demonstrated interest in Generative AI and innovation with strong discernment and high degree of creativity in finding 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 articulating complex concepts and issues to partners with varied backgrounds.
• 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
• At least four (4) years of experience in Product Management/Development
• Ability to influence without authority at all levels and demonstrated track record for getting 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, etc. )

Preferred Qualifications:

• 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
• Exemplar craft mentality to learn about innovative technologies and new approaches to building exceptional customer experiences

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