Product Manager – Personalization

Role Summary

We are seeking a Product Manager – Personalization to drive the strategy, development, and execution of personalization capabilities across Travel & Lifestyle Services (TLS) Web and Mobile platforms. This role will focus on building scalable, data-driven experiences that enhance customer engagement, conversion, and overall travel experience through intelligent recommendations and tailored content.

The ideal candidate brings a strong blend of product thinking, technical depth, and storytelling, with experience in personalization, machine learning-driven products, and customer-centric digital experiences.

Key Responsibilities

• Product Strategy & Roadmap
• Define and execute the roadmap for personalization capabilities across web, mobile, and marketing channels
• Identify opportunities to enhance customer experience using data, AI/ML, and contextual insights
• Align product vision with business goals such as engagement, conversion, and revenue growth
• Personalization & Recommendations
• Build and scale personalization use cases such as recommendations, segmentation, dynamic content, and cross-sell
• Leverage customer, supplier, and contextual data to deliver relevant and timely experiences
• Partner with data science teams to develop and optimize ML models (e.g., recommendation systems, propensity models)
• Execution & Delivery
• Own end-to-end product lifecycle from ideation to launch and optimization
• Drive execution through strong collaboration with engineering, data, design, and business stakeholders
• Manage product backlogs, prioritize features, and ensure timely delivery
• Stakeholder Management & Storytelling
• Create compelling product narratives, presentations, and executive updates
• Translate complex technical concepts into clear business value
• Influence cross-functional teams and senior leadership
• Experimentation & Optimization
• Drive A/B testing and experimentation frameworks to continuously improve performance
• Track KPIs such as engagement, CTR, conversion, and revenue impact
• Use insights to refine personalization strategies and models
• Data & Platform Integration
• Work with data platforms to leverage 360° customer and supplier data for personalization
• Ensure solutions are scalable, compliant, and aligned with data governance standards

Required Qualifications

• 5–7 years of experience in Product Management, with a focus on digital products or personalization
• Strong techno-functional background with understanding of:
• APIs, data platforms, and system integrations
• Machine learning concepts (recommendation systems, segmentation, etc.)
• Proven experience building and launching customer-facing digital products (web/mobile)
• Strong analytical mindset with ability to use data for decision-making
• Excellent communication, storytelling, and presentation skills
• Experience managing roadmaps, product lifecycle, and cross-functional teams

Preferred Qualifications

• Experience in AI/ML-driven personalization or recommendation systems
• Familiarity with Generative AI tools and applications in personalization
• Experience in travel, hospitality, or e-commerce domains
• Exposure to:
• Experimentation frameworks (A/B testing)
• Personalization platforms or orchestration layers
• Marketing technologies and customer engagement platforms
• Prior experience working with or within American Express / similar enterprise ecosystems
• Understanding of systems such as:
• Booking flows, recommendation engines, or travel domain constructs (flights, hotels, loyalty, etc.)
• Data platforms, event tracking, and customer journey systems