Product Manager- Voice IVR

Consumer & Community Banking (CCB) Operations Product organization 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.

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.

As a Product Manager in Voice Business Management Operations, you are 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.

Job responsibilities

* Develops a product strategy and product vision that delivers value to

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 such as Product

vision, development, execution, risk management, and business growth targets

* Builds the framework and tracks the product's key success metrics such as

cost, feature and functionality, risk posture, and reliability

* Manage discovery efforts and market research to uncover customer solutions

and integrate them into the solution interaction management strategies

* Collaborate with cross-functional teams and products to plan and lead product

initiatives, fostering a culture of teamwork and partnership to achieve

shared goals

* Build and maintain strong relationships with stakeholders, action as a

trusted advisor and success enabler

* Own the product performance, ensuring accountability and reliability in

achieving business objectives and compiling “wins” for the organization

* Monitor the market trends, conduct competitive analysis, and identify

opportunities for product differentiation

* Develop innovative concepts and manage experimentation inclusive of solutions

and services that streamline the customer journey, improve specialist

targeting, and delivers efficiency

* Develop presentations and communication strategies for consumption across

multiple levels of the organization, from Executive Leadership to Front Line

Workforce Team Members

Required qualifications, capabilities, and skills

* 5+ years of experience or equivalent expertise in product management or a

relevant domain area

* Advanced knowledge of the product development life cycle, design, and data

analytics

* Proven ability to lead product life cycle activities including discovery,

ideation, strategic development, requirements definition, and value

management

* 10+ years of experience in interaction management, call routing, call flow

design and configuration strategies

* Core understanding of Amazon Connect Cloud Contact Center Solutions &

Services, with advanced knowledge specific to design enablement,

configuration management, customer journeys and queue & specialist

targeting.

* Expertise in client and customer relationship management, with the ability to

easily build rapport and focus on customer needs

* Experience driving change within organizations and managing stakeholders

across multiple functions

* Background in business and technology architecture discipline

* Strong competencies in communications, presentation development, functional

and comparative analysis and financial modeling

* Must have the ability easily assimilate information and learn new

applications and processes and ability to analyze complex system requirements

and present findings to both

Preferred qualifications, capabilities, and skills

* Demonstrated prior experience working in a highly matrixed, complex

organization

* Strong analytical and problem-solving skills with a keen attention to detail

* Experience supporting more than one CCB Operations Function/Line of Business

Additional Information

* Visa sponsorship is not available for this position

* Work schedules will be full-time in office, on a 40-hour per week schedule

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

[https://careers.jpmorgan.com/us/en/how-we-hire/faqs] for more information about

requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

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.