Senior Manager - Generative & Agentic AI

American Express•New York, NY

1d•Hybrid

About The Position

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. As part of Team Amex, you'll experience this 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. 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. Amex Digital Labs is responsible for catalyzing digital innovation at American Express by originating, incubating, and managing emerging products and platforms that can be essential to our customers’ digital lives. We strive to emphasize creativity, customer centricity, and innovation. Focus areas include crafting industry-leading digital payment solutions, using our outstanding membership assets to build digital experiences, and defining new products and services based on emerging technologies and trends. We are seeking an experienced product manager with strong product acumen and demonstrated experience building and deploying modern LLM-based systems to power customer-facing products. This role requires close collaboration with AI engineering teams and the ability to translate complex technical capabilities into scalable, safe, and intuitive customer experiences. In this role, you will shape and deliver the end-to-end experience for AI-driven interactions, including multi-step agentic workflows operating within robust governance and safety boundaries. Working closely with engineers, data scientists, and design partners, you will help define product direction, drive execution, and deliver high-impact AI solutions that balance technical rigor with thoughtful experience design and measurable customer value.

Requirements

Bachelor's degree in Computer Science, Engineering, Business, or a related field.
5+ years of product management experience in a highly regulated environment.
Proven ability to drive 0–1 product development, translating emerging AI capabilities into viable, scalable customer-facing solutions.
Hands-on expertise with LLMs, including prompt engineering, fine-tuning approaches, evaluation methodologies, RAG, and agentic AI concepts such as planning, tool orchestration, memory, and multi-step execution framework.
Experience working with cross-functional teams in an Agile development environment.
Exceptional communication, documentation and stakeholder management skills.
A passion for AI, product experimentation, and the future of digital customer experiences.

Nice To Haves

Masters degree preferred.

Responsibilities

Support the definition and execution of the product roadmap for generative and agentic AI-powered customer-facing solutions, balancing long-term vision with immediate business priorities.
Lead the end-to-end development of generative and agentic AI products, managing a dedicated scrum team and partnering closely with enterprise stakeholders and cross-functional teams to develop products in accordance with enterprise standards.
Conduct customer research and competitive intelligence to ensure product requirements are reflective of real customer problems/needs and changing industry dynamics.
Leverage analytics to monitor product performance and user engagement, driving actionable insights for continuous improvement.
Support the configuration and deployment of LLMs and agentic AI workflows, ensuring they meet business requirements and provide accurate, high-quality responses and actions.
Define and track metrics for LLM effectiveness, agentic system behavior, reasoning performance, model drift, hallucination rates, and user satisfaction, and make data-backed decisions to optimize outcomes.
Partner with engineering and architecture teams to ensure appropriate model governance, compliance, and risk mitigation strategies for AI-enabled products.

Benefits

Competitive base salaries
Bonus incentives
6%25 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