Director GenAI Product Development

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 can 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.

Global Servicing

Innovation: Where innovation is our business.

Our team's mission is to shape and execute the Generative AI strategy of Global Servicing (GS) at American Express, accelerating the progress of both existing and future use cases of this exciting new technology to transform both the colleague and card member experience.

The GS Innovation team focuses on:

* Developing and executing upon the GenAI strategy & priorities for GS 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 learnings to benefit realization, enabling teams to fail fast 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

Role

Description:

The demonstrated leader will create, execute, 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 product 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.

The 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 GS 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 learnings 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…