Product Manager – IVA Experience Design

American Express

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

Posted 9/18/2026full-timePhoenix • Arizona • United StatesMid-LevelSenior💰 $103,750 - $174,750 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in product management and digital product development, with a strong focus on customer experience and the ability to translate business needs into actionable product requirements. Proficient in utilizing qualitative and quantitative insights to inform product decisions and optimize digital experiences.

Highest-signal resume keywords

Product ManagementAgile MethodologiesCustomer Experience DesignConversational AIData-Driven Decision Making

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Product Requirements DevelopmentUser Story CreationAcceptance Criteria DefinitionExperience DesignProduct AnalyticsNatural Language ProcessingUsability ResearchCustomer Journey DesignFeature PrioritizationRisk Management

Soft Skills

Strong Problem-Solving SkillsEffective CommunicationOrganizational SkillsCustomer-Focused MindsetCollaboration

Tools & Technologies

Product Management ToolsAgile Delivery ToolsDesign Collaboration ToolsAnalytics Platforms

Industry Keywords

Digital Customer ExperiencesVirtual AssistantsChatbotsVoice AssistantsEmerging AI CapabilitiesRegulated Industry Experience

About the role

Key responsibilities & impact

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 product requirements, user stories, acceptance criteria, and supporting documentation for Technology and delivery teams
Represent the voice of the customer using customer feedback, behavioral insights, research, and performance data
Partner with Engineering and Technology teams throughout the development lifecycle to clarify requirements, resolve issues, and support 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 on 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 collaborate with partners to resolve them
Prepare product updates, recommendations, and supporting materials for stakeholders and working teams
Ensure IVA experiences align with customer experience, accessibility, risk, compliance, and brand standards

Requirements

What you’ll need

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
Familiarity with conversational design principles, natural language experiences, or customer journey design
Experience supporting conversational AI, virtual assistants, chatbots, voice assistants, or other AI-enabled customer experiences
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 (preferred qualification)
Employment eligibility to work with American Express in the United States is required; the company will not pursue visa sponsorship for these positions

Benefits

Comp & perks

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