JOB DESCRIPTION
Joining Amex Tech means discovering and shaping your contribution to something big. Here, you can work alongside talented tech teams and build a unique career with the Powerful Backing of American Express. With a range of opportunities to work with the latest technologies, and a commitment to back the broader engineering community through open source, our mission is to power your success. Because Amex Tech is powered by our technology, our culture, and our colleagues.
We’re looking for an experienced and dynamic Senior Digital Product Manager to join the Search and Chat team, leading the strategy and evolution of the Search experience on the web channel. This is a critical role focused on transforming Search into a strategic asset that helps customers quickly find the support they need, driving higher customer satisfaction while reducing call volume. As part of this work, the successful candidate will play a key role in shaping and integrating GenAI capabilities, which are becoming central to modern search experiences across channels.
How will you make an impact in this role?
As a Senior Product Manager, you will partner closely with product managers, engineers, designers, and analytics teams, while effectively engaging stakeholders across the organization to deliver a best-in-class, intelligent Search experience.
RESPONSIBILITIES
Define and drive the product vision and roadmap for Web Search, evolving it into a smarter, AI-powered discovery and support experience
Lead the development of a global product serving millions of customer visits, ensuring scalability, performance, and relevance
Shape and deliver next-generation Search capabilities, including GenAI-powered experiences, semantic search, and conversational interfaces that better understand customer intent
Partner with technology teams to design, build, test, and launch innovative features, including AI-driven answers, personalization, and intelligent routing
Translate the product roadmap into clear, actionable requirements, user stories, and acceptance criteria
Communicate the vision and business impact of Search to stakeholders and senior leaders
Lead prioritization and execution with the scrum team to deliver high-impact outcomes aligned to business goals
Apply design thinking practices, including customer empathy, journey mapping, and UX research, to create intuitive and seamless experiences
Leverage qualitative and quantitative data to inform product strategy, including experimentation, relevance tuning, and continuous optimization of AI models and search performance
Stay ahead of industry trends in AI, search, and digital experiences, incorporating best practices and emerging capabilities into the roadmap
Define and support tracking, measurement, and reporting frameworks (e.g., search success, deflection, engagement) to evaluate and improve product performance
QUALIFICATIONS
*Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
ABOUT US
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.