Senior Technical Product Manager – Agent Evaluation & Observability

Agentic Partner Membership Experiences

The core of our company is not just the products we offer, but the personal connections our customers have with our brand. You can create digital experiences, from payments to rewards to servicing, that keep us connected to our customers and serve them at every touchpoint. From digital servicing and lifestyle features to secure, frictionless payment options, you can make a meaningful difference in our customers’ lives and help set us apart in the industry. Find your place in digital products on #TeamAmex.

The Amex Digital Labs team drives innovation at American Express by originating, incubating, and managing products and platforms that are essential to our customers’ digital lives. We are a fast-paced team that leverages emerging technologies to develop digital payment and financial services products and engaging Membership experiences for Card Members. We often collaborate with technology companies and strategic partners to bring products to the market.

We are looking for a Senior Technical Product Manager to lead the roadmap for tools and workflows that hlep teams test and improve agent-enabled customer experiences. You will help teams measure how well agent's complete customer tasks, understand failures and use the findings to improve their experiences.

You will own the product roadmap, requirements and adoption of shared evaluation tools and workflows. Working with engineering and enterprise platform teams, you will build on existing capabilities to help product teams assess agent performance and decide what to improve. Domain product owners will remain accountable for release decisions.

Responsibilities

Primary responsibilities:

Own Evaluation and Quality workflows

• Own the roadmap for shared agent evaluation and observability capabilities, from user discovery and requirements through launch, adoption and improvement.
• Partner with domain owners to define representative journeys, prompt sets, expected tool behavior and outputs, scoring rubrics and acceptance criteria.
• Define requirements for automated evaluation, human review, and tools that help teams diagnose failures.

Connect Evaluations with Operational Evidence

• Define product requirements for traces, events, diagnostic views and review tools that connect customer intent, tool or API calls and observed outcomes where data access permits.
• Work with engineering, analytics and existing enterprise evaluation and observability teams to extend shared capabilities, reuse instrumentation and standardize evidence.
• Identify where limited access to partner data prevents a complete assessment.
• Partner with Identity and domain owners to test policy-relevant behavior, including denied actions, revoked access and required approvals.

Measure and Improve Agent Experiences

• Define meaningful measures such as task completion, correct tool use, response quality, failure and recovery rates, latency and cost.
• Define how testing and monitoring work together across controlled test environments, end-to-end partner integrations and production. Clarify what each can measure and use the findings to prioritize improvements with the responsible teams.
• Measure adoption and usefulness of evaluation workflows, including review effort, coverage and time to identify problems. Communicate the limits of findings based on sampled data.

Lead a Reusable Product Capability

• Translate measurement gaps into a prioritized backlog, clear requirements, and actionable acceptance criteria. Recommend when to extend existing tools, integrate a solution or build a missing capability.
• Build privacy and data governance into evaluation and telemetry requirements, including permitted uses of partner-provided data, appropriate access, minimization and retention. Communicate uncertainty, release risks and tradeoffs clearly.

Qualifications

Minimum Qualifications

• 6-8+ years of experience in product management, product development, software engineering, technical platforms, analytics, quality tooling, or AI products.
• Experience owning evaluation, testing, observability, analytics or related technical products through launch, adoption and iteration, with measurable user or business outcomes.
• Practical understanding of AI or agent-enabled systems, including nondeterministic behavior, tool or API interactions, and the need for both automated tests and human judgment.
• Ability to define metrics, interpret evidence and identify sampling, coverage, or measurement limitations. Familiarity with traces, logs, APIs and technical troubleshooting.
• Strong product discovery, roadmap and prioritization skills, including translating ambiguous quality problems into usable tools and repeatable workflows.
• Cross-functional leadership and clear communication, with the ability to balance customer outcomes, engineering constraints and privacy or risk requirements.

Preferred Qualifications

• Experience with LLM or agent evaluation, scenario design, human review, model-assisted scoring or production failure analysis.
• Familiarity with MCP, function calling, telemetry standards or evaluation frameworks; ability to use code or queries to investigate evidence.
• Experience building shared capabilities adopted by multiple teams or delivering products in financial services or another regulated industry.
• Bachelor’s degree or equivalent experience.

Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.

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.

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.

US Job Seekers - Click to view the “Know Your Rights” poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window: https://www.eeoc.gov/poster.

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.