JOB DESCRIPTION
Shape the future of product delivery within Consumer & Community Banking's Personalization & Insights team, building solutions that enhance and optimize customer experiences. You will own end-to-end delivery across multiple interdependent workstreams. You will convert product strategy into integrated roadmaps, milestones, and resource plans while establishing the operating discipline, governance, and control rigor needed to deliver durable customer and business outcomes in a highly regulated environment.
As a Product Delivery Manager in Personalization & Customer Insights, you will provide program leadership across Product, Technology, Design, Data, Operations, Risk, and Control partners. You will establish integrated plans, manage dependencies and resources, anticipate risks, and create the operating discipline needed to deliver durable customer and business outcomes.
In this role you will lead the delivery of a Chase-wide omnichannel personalization program, translating strategic priorities into scalable, market-ready capabilities. This role is accountable for coordinating complex cross-functional work, strengthening delivery practices, and ensuring teams execute with clarity, control, and measurable business impact.
Job responsibilities
- Own end-to-end product delivery across multiple interdependent workstreams, including intake, dependency management, release management, product operationalization, delivery feasibility decisions, and product performance reporting.
- Manage timelines, dependencies, and resourcing across multiple lines of business, monitoring and remediating blockers through the full life of each program.
- Own risk, issue, and change management by identifying risks and issues early, defining and driving mitigation plans, escalating appropriately, and ensuring delivery remains aligned with the firm's risk, controls, compliance, and regulatory requirements.
- Maintain continuous audit readiness by adhering to all product and project management controls and sustaining excellent data integrity across delivery tools and repositories (Jira, Confluence, SharePoint), including disciplined Jira hygiene.
- Establish program governance and operating rhythms, producing executive-level reporting, program plans, executive summaries, and clear records of risks, issues, and decisions with a durable audit trail.
- Partner with senior Product, Technology, Design, Data, Operations, Risk, and Control leaders to align scope, priorities, decision rights, capacity, sequencing, and investment decisions.
- Support quarterly planning and book of work management with the Portfolio & Product Delivery Management Manager, Product Owners, Product Managers, and Product Strategists, including feasibility, timing, and sequencing of the product roadmap.
- Facilitate agile ceremonies including Scrum of Scrums, check-ins, and sprint rituals, fostering accountability and timely execution across cross-functional teams.
- Drive strategic discussions, feasibility studies, and root cause analysis to surface product, process, and control gaps, and lead improvements that reduce friction and strengthen delivery maturity.
- Standardize scalable delivery practices such as templates, documentation, and repositories for roadmaps, project briefs, status reporting, workflows, and lessons learned, and use delivery metrics to improve predictability and decision-making.
Required qualifications, capabilities, and skills
5+ years of experience in product delivery, program management, product operations, or a related discipline, including leadership of complex cross-functional initiatives.
Demonstrated experience operating within risk, controls, compliance, or regulatory frameworks, with the ability to evidence control adherence and support audit and regulatory examinations
Demonstrated ability to manage multiple workstreams, dependencies, resources, risks, and competing priorities in a large, matrixed organization, with strong partnership and collaboration skills.
Experience in product or platform-wide release management, including deployment processes and strategies.
Demonstrated ability to execute operational management and change readiness activities, with a proven track record of implementing continuous improvement processes.
Experience establishing governance, delivery metrics, status reporting, and scalable operating practices.
Proficiency with program and productivity tools such as Jira, with practical experience applying agile delivery methodologies.
Strong executive presence and communication skills, with the ability to influence senior stakeholders, facilitate decisions, and drive organizational change; strong analytical and problem-solving capability with high standards for organization and accuracy.
Preferred qualifications, capabilities, and skills
- Proficient knowledge of the product development life cycle, design, and data analytics
- Experience leading delivery transformation or operating model redesign at scale.
- Experience delivering omnichannel personalization, platform, or data-driven products.
- Familiarity with portfolio and book-of-work management in a quarterly planning cadence.
- Relevant program, project management, or change management certification.
