Senior Associate Product Manager, Amex Digital Labs

About American Express Digital Labs

American Express Digital Labs catalyzes digital innovation across the enterprise by originating, incubating, and scaling products and platforms that matter to our customers’ digital lives. We combine creativity, customer centricity, and technical excellence to reimagine how Card Members experience payments and membership in a digital world.

As a fast-moving, entrepreneurial team, we partner with leading technology companies and strategic partners to bring differentiated digital payment solutions and engaging membership experiences to market. 

Role Overview

We are looking for a Senior Associate Product Manager to help build Membership experiences for Amex Card Members within AI/LLM partner channels. This role will support the development of agentic experiences that help Card Members get the most out of their membership across a range of needs, such as better understanding their spending or booking their next trip through American Express. The role combines product development, analytics, and customer experience and requires developing expertise in LLMs and enabling technologies such as Model Context Protocol (MCP) and Agent-to-Agent interactions.

• Partner with engineering, solutions architects, and design teams to build intuitive and trustworthy agentic Membership experiences within LLM channels.
• Partner with Senior Product Managers to translate product strategy into user flows, requirements, user stories, acceptance criteria, and supporting documentation to deliver product features and platform capabilities to continually iterate on the Amex MCP servers that power these experiences.
• Partner with internal business and platform teams to catalogue and prepare Amex assets and capabilities for use within LLMs
• Define success metrics and measurement frameworks for agentic experiences; build and maintain dashboards to track customer engagement, task completion, experience quality, and product performance.
• Analyze customer needs and market trends to identify opportunities and inform product features, priorities, and user experiences.
• Coordinate cross-functional and partner workstreams, including with Legal, Compliance, Risk, and Privacy to track milestones, dependencies, decisions, and launch readiness.

• 2+ years' experience in product development/management or software engineering in AI, digital products, financial services, fintech, servicing, or partner-enabled customer experiences.
• Familiarity with GenAI concepts such as Retrieval-Augmented Generation (RAG) a plus.
  Strong analytical and problem-solving skills, with experience using data to evaluate product performance, identify customer needs, and support recommendations and product decisions.
• Enthusiasm for exceptional products and services; strong customer empathy, familiarity with customer research methods, and ability to identify friction and help shape intuitive and trustworthy experiences.
• Familiarity with technologies relevant to building third-party integrations, such as APIs, OAuth, and Software Development Kits.
• Ability to translate customer, business, and technical needs into clear requirements, user stories, process flows, analyses, and product documentation.
• Builds relationships quickly and collaborates effectively across teams and stakeholders.
• Gathers information, assesses tradeoffs and risks, and supports recommendations with evidence.
• Recognizes issues quickly and helps drive resolution through creative and efficient problem solving.
• Curious and entrepreneurial; learns how things work, makes connections across teams and technologies, and moves fluidly between analysis and execution.
• Creative within a highly regulated financial-services environment.
• Team player, comfortable with ambiguity, highly organized, and able to manage multiple priorities and dependencies.

Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.