Product Manager – IVA Experience Design

Job Description

We are seeking a Product Manager to support the IVA (Intelligent Virtual Agent) Experience Design team. This role will help shape and deliver intuitive, customer-centered conversational experiences that enable customers to quickly and effectively accomplish their goals through our virtual assistant.

The Product Manager will partner closely with Experience Design, Product, Technology, Analytics, and other cross-functional teams to translate customer needs and business priorities into well-defined product requirements and experiences. This role is ideal for someone who enjoys working at the intersection of product management, customer experience, conversational design, and digital innovation.

This is an individual contributor / Manager-level role focused on owning defined product capabilities, driving execution, and influencing across teams. The role does not require responsibility for managing a large organization or setting enterprise-wide strategy.

Responsibilities

• Support the product strategy and roadmap for IVA customer experiences, translating broader business priorities into actionable product initiatives and requirements.

• Own defined IVA features, journeys, or capabilities from discovery through development, launch, and ongoing optimization.

• Partner with Experience Designers and Conversation Designers to create simple, intuitive, and effective customer interactions across IVA experiences.

• Develop clear product requirements, user stories, acceptance criteria, and supporting documentation for Technology and delivery teams.

• Represent the voice of the customer by incorporating customer feedback, behavioral insights, research, and performance data into product decisions.

• Partner with Engineering and Technology teams throughout the development lifecycle to clarify requirements, resolve issues, and support successful delivery.

• Prioritize features, enhancements, and defects based on customer impact, business value, feasibility, and product objectives.

• Coordinate with Analytics partners to define success measures, monitor experience performance, and identify opportunities for continuous improvement.

• Conduct competitive and industry research to identify emerging trends and best practices in virtual assistants, conversational AI, and digital customer experiences.

• Participate in agile ceremonies, including backlog refinement, sprint planning, demonstrations, and retrospectives.

• Identify product dependencies, risks, and delivery challenges and work collaboratively with partners to drive resolution.

• Prepare clear product updates, recommendations, and supporting materials for stakeholders and working teams.

• Ensure IVA experiences align with established customer experience, accessibility, risk, compliance, and brand standards.

Qualifications

• Experience in product management, digital product development, customer experience, experience design, or a related field.

• Demonstrated experience translating customer and business needs into product requirements and actionable development work.

• Experience working with cross-functional teams including Design, Technology/Engineering, Analytics, and business stakeholders.

• Strong problem-solving skills with the ability to break complex customer journeys into clear product opportunities and requirements.

• Ability to use qualitative and quantitative insights to inform product decisions and prioritization.

• Strong written and verbal communication skills, with the ability to clearly communicate requirements, decisions, and recommendations.

• Experience working within Agile or similar product development methodologies.

• Strong organizational skills and ability to manage multiple priorities, dependencies, and deliverables.

• Customer-focused mindset with a strong interest in improving digital experiences.

Preferred Qualifications

• Experience supporting conversational AI, virtual assistants, chatbots, voice assistants, or other AI-enabled customer experiences.

• Familiarity with conversational design principles, natural language experiences, or customer journey design.

• Experience using product analytics, experimentation, customer feedback, or usability research to optimize digital experiences.

• Understanding of generative AI, natural language processing, or emerging AI capabilities and their application to customer experiences.

• Experience working in a regulated industry or complex enterprise environment.

• Familiarity with tools used for product management, agile delivery, design collaboration, and analytics.

• Bachelor's degree

Employment eligibility to work with American Express in the United States 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.

About The Team

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

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.

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The below 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.