JPMorgan Chase Consumer and Community Bank (CCB) is seeking a talented and highly motivated leader to join the Machine Learning & Intelligent Operations (MLIO) team as Vice President, Product Manager. This role will spearhead customer service transformation and personalization initiatives for the bank. The MLIO team is dedicated to developing innovative solutions using AI, machine learning, and a design-thinking approach to significantly enhance both customer and employee experiences.
As a Product Delivery Manager in Machine Learning & Intelligent Operations, you will be responsible for overseeing the entire process of delivering AI-enabled projects benefiting CCB Operations from conception to launch, ensuring they are delivered on time, and align with business objectives, by coordinating cross-functional teams, managing project timelines, mitigating risks, and actively communicating progress to stakeholders throughout the delivery cycle. This includes driving end-to-end execution for AI-enabled use cases and prioritized roadmaps, partnering with product and technology teams to overcome impediments preventing efficiencies and continuously promoting a unified culture of collaboration.
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You will thrive at managing complex programs that have far-reaching implications for clients, employees, and stakeholders throughout the firm. This role will be part of the MLIO team within CCB and as such, will give you a chance to be a part of an incredibly transformative part of the firm from the onset. Specifically, as a member of the AI Operations Acceleration team, you will actively work to scall Voice+ capabilities around the firm. CCB has a suite of AI-enabled capabilities related to voice, knowledge management, and learning that drive channel containment, improved self-service adoption, enhance agent servicing, and deliver insights to refine processes.
Job Responsibilities
- Maintain a deep knowledge of area product vision, strategy, and roadmap;
- Partner with Product Owners (PO's) / Area Product Owners (APO's) and delivery leadership to confirm impacts and scope across teams and setting clear expectations by clearly defining project scope, creating detailed work plans, setting milestones, and managing resource allocation to ensure smooth delivery
- Proactively identify potential issues and risks throughout the development process, implementing measures to mitigate them, and escalating issues as needed
- Support Agility Leads in driving continuous improvement across the team in order to drive efficiencies and improve the overall effectiveness of agile including monitoring Jira hygiene and enforcing Jira standards, and identifying and managing dependencies between different teams (both inside and outside of the MLIO product) to avoid bottlenecks
- Perform Release Management including coordinating appropriate change management activities, stakeholder communications and post-launch monitoring
- Track key metrics related to project progress, budget, and delivery timelines, providing regular updates to stakeholders
- Foster a collaborative environment, resolving conflicts, and ensuring team members are aligned on goals and priorities
- Communicate effectively with various stakeholders including product managers, engineering teams, designers, researchers, and senior leadership to keep everyone informed about progress and address concerns.
Required Qualifications, Capabilities and Skills
- BS/BA degree or equivalent experience
- 3+ years of experience with global and line of business project and program management standards and methods
- Strong understanding of Agile methods
- Strong understanding of firmwide risk and controls
- Proven experience with stakeholder management; budget management, risk management and operations
- Ability to create and maintain relationships with a wide range of stakeholders throughout the firm
- Excellent verbal and written communication to clearly convey complex information to technical and non-technical audiences
- Experience working with high-performing teams in complex program execution
- Identifying and resolving issues quickly and efficiently, adapting to changing circumstances
- Ability to gather data, analyze project performance, and identify areas for improvement
- Open to change, with the ability to quickly learn new processes and adapt in a fast paced-environment
This role does not offer visa sponsorship.
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.
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.