Sr. Product Manager

Consumer & Community Banking (CCB) Operations Product organization needs you! CCB Operations provides critical cross-line of business support across JPMC and serves as one of the largest product portfolios in CCB, delivering value to millions of customers and over 30,000 employees. As a product team member, your problem-solving skills will place you on the cutting edge of defining the vision, creating the strategy and building the roadmap to solutions that impact millions. Along the way, you’ll develop a deep, end-to-end understanding of the business and find an inclusive culture that welcomes diverse ideas and supports your individual growth and career mobility.

As a Senior Product Manager within Machine Learning & Artificial intelligence (ML / AI), you will define the strategy for your product and design and execute on the product roadmap, while embracing Agile methodology and best practices. You will lead cross-functional teams comprising of technologists, data scientists, researchers, designers, and analytics members to modernize the service experience for tens of millions of customers. You will be focused on the customer and/or employee experience by establishing the team’s priorities to maximize the value of the product.

Job responsibilities

• Work alongside Product Owner to define the product strategy, roadmap, prioritization, and backlog for machine learning applications for customer service
• Analyze contact volumes and customer journey/friction points across a variety of channels to prioritize product development
• Lead Agile product team(s) comprised of product managers, data scientists, machine learning engineers, and data analytics members
• Manage existing product features and actively lead the research, definition, and development of enhancements to advance the product’s performance
• Maximize product value by measuring customer outcomes against objectives and key results
• Prioritize strategies and solutions to enhance customer self-service and reduce servicing call volume
• Collaborate with Controls/Risk, Audit, Compliance, Data & Model Governance and Technology to ensure proper delivery practices

Required qualifications, capabilities, and skills

• 6+ years of experience in Technical Product Management, ideally with ML / AI related products
• Experience working in agile/scrum teams preferred
• Experience defining user experience needs, writing user stories, creating product value propositions, developing features and benefits and developing roadmaps
• Excellent written and verbal communication skills: able to present facts, thoughts and ideas in a clear, concise and convincing manner to senior stakeholders
• Preferred: Experience working in or with customer service operations

ABOUT US

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the “WELL Health-Safety Rating” for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm’s current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm’s vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

Equal Opportunity Employer/Disability/Veterans

ABOUT THE TEAM

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

Operations teams develop and manage innovative, secure service solutions to meet clients’ needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.