Job Description
We seek a highly motivated, end-to-end Associate Product Manager who thrives in a fast-paced environment. The selected individual will join the Global Disputes Management product organization and will help craft best in class disputes and fraud experience for our customers, merchants and customer care professionals.
This individual will be responsible for all aspects of product strategy, from ideation to implementation, as well as overall program management to ensure the effective execution of multiple project priorities that enable best in class servicing in the industry. The individual should have a passion for technology, a clear focus on the customer journey, strong communication skills, and the ability to provide clarity and direction across teams.
Responsibilities
- Lead product management initiatives within the Disputes & Fraud ecosystem (GDM), shaping end-to-end customer and colleague experiences across the credit card and payments lifecycle
- Leverage data and analytics (SQL/Python/BI tools) to uncover insights, identify journey gaps, and drive data-backed product decisions that improve platform integrity, reduce risk, and enhance servicing outcomes
- Partner with product leaders, technology, and business operations to design and deliver scalable, end-to-end solutions, translating customer needs into clear product requirements and prioritized backlogs
- Contribute to the development of GenAI-powered capabilities (e.g., AI-assisted workflows, conversational interfaces, contextual recommendations) by working with engineering teams to define use cases, prompts, guardrails, and evaluation criteria
- Apply a strong understanding of LLMs and ML fundamentals (prompting, RAG concepts, model behavior, evaluation frameworks) to help shape intelligent, reliable, and explainable product experiences
- Define success metrics and conduct ongoing product evaluation (A/B testing, model evals, performance tracking) to continuously improve product outcomes and user experience
- Collaborate across Product, Tech, Risk, Compliance, and Operations to ensure solutions are scalable, compliant, and aligned to enterprise priorities
- Analyze the end-to-end disputes and fraud lifecycle, identifying opportunities to simplify workflows, reduce manual effort, and increase automation across the platform
- Track KPIs and communicate product performance, risks, and progress to senior leadership with clarity and confidence
Qualifications
- 2+ years of experience in Product Management, Digital Product, or related roles with a track record of delivering impactful features or products
- Strong understanding of the payments ecosystem, including credit card lifecycle, transaction processing, disputes and fraud workflows, merchant/acquirer interactions, and servicing journeys
- Demonstrated ability to work with data:
- Proficiency in SQL (required)
- Working knowledge of Python or similar tools for data analysis (preferred)
- Experience with BI/analytics tools (e.g., Tableau, Power BI, Looker)
- Foundational understanding of GenAI and Machine Learning concepts, including:
- How LLMs work (prompting, context handling, limitations)
- Awareness of RAG, embeddings, and model evaluation approaches
- Ability to translate GenAI capabilities into practical product use cases
- Experience working in Agile environments with tools such as JIRA, Confluence, Rally, and collaborating with design teams using Figma or similar tools
- Strong product thinking: ability to break down problems, define user journeys, and articulate clear product requirements
- Excellent communication and stakeholder management skills, with the ability to work across global and cross-functional teams
- Highly analytical and structured thinker with a bias for action and ownership
- Ability to simplify complex technical concepts and communicate them effectively to both technical and non-technical audiences
Preferred Qualifications
- Exposure to fraud risk, disputes platforms, or payments and financial servicing tools
- MBA or equivalent experience is a plus
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
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- 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
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.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
