Servicing Innovation Product Director

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.

GSG Servicing Innovation: Where innovation is our business.

Our team’s mission is to shape and execute 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 executing upon the GenAI strategy & priorities for 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 takeaways to benefit realization, enabling teams to experiment quickly when appropriate.
• Providing compliance and risk management support for each unique use case to ensure responsible and thoughtful. use of GenAI technology in accordance with AXP and regulatory policies.

The demonstrated leader will create, implement, and own delivery strategy and plans for GenAI products that meet business and customer needs. They will design, develop, and manage activities for a product or group of products from definition and planning through production, release, and end of life, while also partnering with stakeholder teams to enhance and refine product strategies and roadmaps. The role also serves as the central resource with design, process, development, test, quality, and marketing, throughout all stages of a product’s lifecycle. The role will also manage the features backlog by identifying and prioritizing features and capabilities through direct input with customers, analysts, developers and architects and knowledge of the domain, while also facilitating resolution of risks, issues and changes related to the product development lifecycle.

This role will require a deep understanding of GenAI architecture, development frameworks, and troubleshooting to support execution of GenAI product development. The role requires effective collaboration with Senior Leaders of all band levels across GSG and American Express more broadly.  Additionally, the effective candidate will be able to lead through ambiguity, coach effectively and inspire followership within a matrixed organization. 

Key Responsibilities Include:

• Developing and executing strategic roadmaps for GenAI product development in alignment with strategic vision, in coordination with developers, engineers, and business owners.
• Establishing the strategic approach for the management and monitoring of a product or related group of products based on broad functional goals, guiding team in building the business case and ensuring that the team stays on top of the competitive landscape and the industry environment.
• Drive day-to-day product decisions and progress to enable timely delivery of product roadmaps.
• Collaborate with cross-functional teams to ensure that GenAI products meet business and customer needs and adhere to regulatory requirements.
• Scoping the next wave of GenAI pilots, ensuring alignment to prioritization principles while extrapolating takeaways from smaller scale efforts and extending to “bigger bets”.
• Thought leadership/creative problem solving to accelerate technological innovation for AXP and drive progressive improvement.
• Aligning the team with necessary regulatory requirements, assisting staff in navigating Risk, Legal or Compliance requirements.
• Reviewing the identified technical problems and solutions delivered by the team; accountable for accurate and timely identification of risks, issues and changes required for their products or related group of products.
• Developing strong working relationships with executive leaders, business partners, and stakeholders in order to achieve results and enact wide-scale impact across the enterprise.
• Driving project delivery by fostering teams, managing relationships with stakeholders, identifying opportunities and obstacles/risks, developing strategic recommendations, and ensuring deliverables are optimally implemented
• Monitoring external perspectives and developments in GenAI and innovation more broadly and incorporating them into to Amex roadmaps and decisioning as relevant.
• Results and change leadership, including the planning and development of key GenAI initiatives that result in achievement of sustainable, ground-breaking results.
• Effective people leadership and acting as a coach and mentor to direct reports and other junior colleagues.

Minimum Qualifications:

• Experience of successfully leading delivery and implementation of complex, large-scale, high-performance products, applications, or other solutions.
• Proficient knowledge of Agile and Scrum development methodologies and IT project management.
• Prior experience creating and delivering new product strategies & execution, including feature prioritization, product road mapping, and requirements management.
• Strategic, big-picture thinker with demonstrated interest in Generative AI and innovation with strong business acumen and high degree of creativity in identifying opportunities for products, services, new processes and systems.
• Proven relationship-builder with strong consultative and collaborative skills to partner with business leaders in order to devise solutions to complex business challenges.
• Ability to navigate ambiguity and engage in structured thinking in order derive meaningful, data-driven insights.
• Comfortable working in an environment with tight deadlines and managing through making decisions with imperfect information.
• Excellent oral and written communication and presentation skills, including the ability to articulate complex issues in a simple, non-technical manner, to fluently bridge business and technical discussions, and to tailor communication to various audiences.
• Demonstrated people leadership skills and ability to foster and coach diverse teams.

Preferred Qualifications:

• Previous experience with 5-8 years of product development or ownership.
• Experience in User Experience research and design, a familiarity with design thinking principles.

Salary Range: $150,000.00 to $225,000.00 annually bonus equity (if applicable) 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 this position.

Salary : $150,000 - $225,000