Experienced Digital Product Manager - American Express Live Chat Support and Automation Innovation (Remote/Virtual)

Introduction to American Express and the Role

American Express is a global services company that provides customers with exceptional service, security, and rewards. The Talk Abilities group at American Express is at the forefront of leveraging emerging artificial intelligence technology to revolutionize the way we understand, proactively engage, and deliver hyper-customized experiences to our Cardmembers. We are seeking a highly skilled and experienced Digital Product Manager to join our Automation Development team, focusing on the development and implementation of cutting-edge chat automation capabilities.

Job Summary

As a Digital Product Manager, you will play a critical role in shaping our conversational AI client servicing products. You will collaborate with cross-functional teams, including product, data scientists, engineers, and business stakeholders, to define and deliver innovative solutions that enhance the customer experience. Your expertise in product management, combined with your passion for AI and automation, will enable you to drive the development of industry-leading chat automation capabilities that delight our customers and drive business growth.

Key Responsibilities

• Lead the discovery and definition of product requirements that provide opportunities to lift the customer experience, leveraging client insights, conversational analytics, industry knowledge, and technical expertise.
• Collaborate with engineers, data scientists, and product managers across various value streams to deliver products that balance short-term improvements with long-term investments.
• Work closely with the core product team to define customer stories, guide product definition, and build comprehensive acceptance criteria, identifying and elevating any need for additional research to define future feature design.
• Lead customer testing and post-launch sustainment analysis of automation, identifying ways to improve the experience and drive continuous improvement.
• Analyze performance metrics that demonstrate the health of the product and develop clear, data-informed product recommendations accordingly.
• Maintain and refine the product backlog, prioritizing client stories based on the needs of the end-user, while focusing on business value.
• Support the definition and creation of the product strategy, roadmap, release plan, and overall customer experience.

Essential Qualifications

To be successful in this role, you will need:

• A Bachelor's degree in Business, Computer Science, Engineering, or a related field.
• A strong interest in and passion for understanding how things work, with the ability to apply that knowledge to create connections and identify opportunities with an entrepreneurial mindset and bias towards action.
• Excitement for excellent products and services, with the ability to empathize with clients and articulate product functionality effectively.
• A proven track record as a self-starter, with the ability to manage multiple priorities and tasks.
• Strong written and verbal communication skills, with the ability to convey complex ideas clearly and concisely.
• A forward-looking "growth mindset" with a focus on innovation trends and emerging industry/space best practices.

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Experience in product management, with a focus on AI, automation, or related fields.
• Knowledge of conversational AI, chatbots, or related technologies.
• Familiarity with agile development methodologies and product development lifecycles.
• Experience working with cross-functional teams, including engineering, data science, and design.

Skills and Competencies

To excel in this role, you will need to demonstrate the following skills and competencies:

• Strategic thinking: The ability to think critically and strategically, with a focus on driving business growth and customer satisfaction.
• Communication: Excellent written and verbal communication skills, with the ability to convey complex ideas clearly and concisely to various stakeholders.
• Collaboration: The ability to work effectively with cross-functional teams, including engineering, data science, and design.
• Problem-solving: Strong problem-solving skills, with the ability to analyze complex issues and develop creative solutions.
• Adaptability: The ability to adapt to changing priorities and requirements, with a focus on delivering high-quality results in a fast-paced environment.

Career Growth Opportunities and Learning Benefits

At American Express, we are committed to supporting the growth and development of our employees. As a Digital Product Manager, you will have access to a range of career growth opportunities and learning benefits, including:

• Professional development: Opportunities to develop your skills and expertise through training, mentoring, and coaching.
• Career advancement: Opportunities to advance your career, with a focus on promoting from within.
• Networking: Opportunities to network with colleagues and industry leaders, with a focus on building relationships and driving business growth.
• Innovation: Opportunities to work on innovative projects and initiatives, with a focus on driving business growth and customer satisfaction.

Work Environment and Company Culture

At American Express, we are committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. Our company culture is built on a foundation of:

• Diversity and inclusion: A commitment to diversity and inclusion, with a focus on creating a workplace that is welcoming and inclusive to all employees.
• Employee well-being: A focus on supporting the physical, financial, and emotional well-being of our employees, with a range of benefits and programs designed to support their comprehensive well-being.
• Flexibility and adaptability: A commitment to flexibility and adaptability, with a focus on supporting the changing needs of our employees and the business.
• Innovation and creativity: A culture that encourages innovation and creativity, with a focus on driving business growth and customer satisfaction.

Compensation, Perks, and Benefits

At American Express, we offer a range of compensation, perks, and benefits designed to support the well-being and success of our employees, including:

• Competitive salary: A competitive salary range of $20-30 per hour.
• Benefits: A range of benefits, including comprehensive medical, dental, and vision coverage, as well as retirement savings plans and paid time off.
• Perks: A range of perks, including flexible work arrangements, employee discounts, and access to exclusive events and experiences.
• Opportunities for growth: Opportunities for career growth and advancement, with a focus on promoting from within.

Conclusion

If you are a motivated and experienced Digital Product Manager looking to join a dynamic and innovative team, we encourage you to apply for this exciting opportunity. With a focus on driving business growth and customer satisfaction, you will have the opportunity to work on cutting-edge projects and initiatives that leverage the latest technologies and trends. Apply now to join our team and take the first step towards an exciting and rewarding career with American Express.