Experienced Full Stack Digital Product Manager – Conversational AI and Live Chat Support Development for American Express

About American Express

At American Express, we're dedicated to helping our customers succeed financially. We're a global services company that provides a wide range of products and services to individuals, businesses, and institutions. Our mission is to be the world's most respected service brand, and we're committed to delivering exceptional customer experiences through innovative products, services, and technologies.

About the Role

We're seeking an experienced Full Stack Digital Product Manager to join our team in New York, USA. As a key member of our Computerization Development group, you'll play a critical role in shaping our conversational AI and live chat support capabilities. You'll work closely with our product team, including engineers, data scientists, and business partners, to develop and implement cutting-edge chat automation solutions that enhance the customer experience.

Key Responsibilities

• Lead the acquisition and integration of continuous product development efforts, defining product requirements that drive customer experience improvements
• Influence customer data, conversational analysis, industry trends, and technical expertise to evaluate the performance of existing solutions and develop future capabilities
• Collaborate with engineers, data scientists, and product managers across various value streams to deliver products that balance short-term gains with long-term investments
• Work with core product teams to define customer stories, guide product definition, and develop comprehensive acceptance criteria, identifying and addressing any need for additional research to define future feature development
• Lead customer testing and post-launch sustainment analysis of automation, identifying opportunities to improve the experience
• Analyze performance metrics that demonstrate the health of the product and develop clear data-driven product recommendations
• Maintain and refine the product backlog, prioritizing customer stories to meet the needs of the end customer while focusing on business value
• Support the definition and development of the product strategy, roadmap, and release plan, ensuring a customer-centric approach

Essential Qualifications

• Four-year college degree in business, computer science, software engineering, or a related field
• Strong interest in understanding how things work and ability to apply that knowledge to create connections and identify opportunities with an entrepreneurial mindset and bias towards action
• Passion for delivering exceptional products and services, with the ability to empathize with customers and articulate product value
• Demonstrated self-starter with the ability to manage multiple priorities and projects
• Strong written and verbal communication skills, as evidenced by the ability to convey complex ideas clearly and concisely

Preferred Qualifications

• Experience with conversational AI, live chat support, or related technologies
• Knowledge of industry trends and emerging best practices in conversational AI and automation
• Proven track record of delivering successful product development projects
• Experience working with cross-functional teams, including engineers, data scientists, and business partners

Skills and Competencies

To succeed in this role, you'll need to possess a unique blend of technical, business, and interpersonal skills. You'll be a strategic thinker with a customer-centric approach, able to balance short-term goals with long-term vision. You'll be a strong communicator with excellent written and verbal skills, able to convey complex ideas clearly and concisely. You'll be a collaborative team player with a bias towards action, able to manage multiple priorities and projects with ease.

Career Growth Opportunities and Learning Benefits

We're committed to helping our employees grow and develop their careers. As a Full Stack Digital Product Manager, you'll have access to a range of training and development opportunities, including workshops, conferences, and online courses. You'll also have the opportunity to work on high-impact projects that drive business results and enhance the customer experience.

Work Environment and Company Culture

We're proud of our inclusive and diverse work environment, where everyone has the opportunity to succeed. We're committed to providing a safe and supportive workplace, with flexible work arrangements and a range of benefits to support your physical, financial, and emotional well-being. We're also committed to giving back to our communities, with a range of volunteer and community engagement opportunities.

Compensation, Perks, and Benefits

We offer a competitive salary range of $20-30 per hour, plus a range of benefits and perks to support your overall well-being. These include:

• Base salary
• Extra incentives
• 6% company match on retirement savings plan
• Free financial education and financial wellness support
• Comprehensive health, dental, vision, and disability benefits
• Flexible work arrangements and hybrid work options with Amex Flex
• 20 weeks paid parental leave for all parents, regardless of gender, for pregnancy, adoption, or surrogacy
• Free access to on-site health centers with medical professionals and specialists (dependent on location)
• Free and confidential counseling support through our Solid Personalities program
• Opportunities for career advancement and professional development

Why Join American Express?

We're a global leader in the financial services industry, with a rich history of innovation and customer-centricity. We're committed to making a positive impact on our customers' lives, and we're looking for talented individuals like you to join our team. If you're passionate about delivering exceptional customer experiences, have a bias towards action, and are committed to making a difference, we'd love to hear from you.

How to Apply

To apply for this exciting opportunity, please visit our website and submit your application through our online portal. We can't wait to hear from you!