You enjoy shaping the future of product innovation as a core leader, driving value for customers, guiding successful launches, and exceeding expectations. Join our dynamic team and make a meaningful impact by delivering high-quality products that resonate with clients. The role involves collaborating with business stakeholders to enhance the Service desktop experience, managing the product life cycle, and developing profitable products, and acting as the voice of the customer.
As the Service Desktop Client Relationship Management (CRM) Product Manager as part of the Sales Optimization organization you will partner with various business stakeholders and will drive the realization of each initiative to enhance the Service desktop experience within the firm to ensure initiatives are implemented and requirements are met. You will be an integral part of the team that innovates new product offerings and leads the end-to-end product life cycle. As a core leader, you are responsible for acting as the voice of the customer and developing profitable products that provide customer value. Utilizing your deep understanding of how to get a product off the ground, you guide the successful launch of products, gather crucial feedback, and ensure top-tier client experiences. With a strong commitment to scalability, resiliency, and stability, you collaborate closely with cross-functional teams to deliver high-quality products that exceed customer expectations. You will also be responsible for product launch strategies and ensuring high-quality client experiences.
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Job responsibilities
- Develops a product strategy and product vision that delivers value to our internal and external customers
- Manages discovery efforts and market research to uncover customer solutions and integrate them into the product roadmap
- Owns, maintains, and develops a product backlog that enables development to support the overall strategic roadmap and value proposition
- Builds the framework and tracks the product's key success metrics such as cost, feature and functionality, risk posture, and reliability
- Partner across the U.S. Wealth Management organization to build features of our multi-year roadmap that includes variations of job families in the advisor and client service space.
- Lead and define the advisor and client service desktop requirements with focus on building the new enhancements that simplify and enhance various workflows. Responsibilities include development of user research, creating user stories, working with design team through design process, collaborating with tech team in an Agile process, piloting and broad rollout
- Effectively help teams meet robust set of delivery milestones. Understand and alleviate risks, bottlenecks, and inefficiencies in product development lifecycle. Strive to maximize impact for customers/advisors while operating within practical reality of various internal constraints.
- Develop and maintain relationships with delivery partners across including members in the Business, Technology, Design, Operations, Servicing, Digital Wealth Management, and Control functions
- Understand and articulate the Service desktop vision, strategy, and product roadmap with all partners
- Embody true lean product management fundamentals in identifying and leveraging user data, industry trends, and varying forms of customer and advisor feedback to shape our design and roadmap
Required qualifications, skills, and capabilities:
- Bachelor's Degree
- A minimum of 4 years' experience in financial services
- A minimum of 7 years hands on experience with Salesforce.com
- Experience with CRM automation, Cloud Technology, Sales / Pitch Tools.
- Familiarity with Salesforce integrations and API configurations
- Experience working in an Agile environment with multiple work streams, internal and external teams and within rigid timelines, including being able to coach and mentor team members
- Experience with user centric design, software development lifecycle, business process analysis, software testing and technical writing
- Experience utilizing and integrating with current sales enabling technology platforms
- Strong quantitative and qualitative problem solving, including ability to turn quantitative analysis into actionable recommendations
- Excellent communication and facilitation skills with crisp and clear verbal communications explaining technical concepts to non-technical audience
- Proficiency in understanding process flows and data modeling/usage
Preferred qualifications, skills, and capabilities:
- Analytical mind, service-minded approach and keen to resolve problems
- Excellent business analysis, test planning, activity planning skills.
- Ability to tailor communication of the plans (i.e., high level vs detailed level) based on the audience
- Pro-active self-starter who thrives on independently seeking out information that may not be readily available
- Proven ability to think strategically, synthesize diverse information and identify business opportunities
- Ability to work under pressure and time constraints
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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, 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.
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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
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.
We are here to help you manage your money with checking, savings and credit cards, combining the latest banking technology with comprehensive solutions to meet the financial needs of nearly half of U.S. households.