Job Description

Lead the roadmap for enterprise contact center platforms, defining outcomes, metrics, and secure, reliable delivery.

As a Product Manager, Enterprise Communication Platforms at JPMorganChase within Corporate Technology and the Contact Center Product Line, you will own the end-to-end success of contact center capabilities that help employees serve customers more effectively in a hybrid, global environment. You will partner with internal customers to design and integrate Amazon Connect workflows into business applications and operating processes, ensuring solutions are valuable, viable, and measurable. You will define outcomes, prioritize the product backlog, and align stakeholders to deliver reliable, secure, and high-quality experiences at enterprise scale.

Job responsibilities

• Define and communicate a clear product vision, strategy, and roadmap aligned to long-term business goals and customer needs
• Partner with internal customers and technology teams to design, build, and integrate Amazon Connect workflows into line-of-business applications and operational processes
• Translate customer problems into well-scoped product requirements and prioritized backlog items, balancing value, risk posture, cost, and reliability
• Establish and manage product metrics and success measures, including customer satisfaction, adoption, service levels, and operational performance
• Lead discovery efforts, including user research and industry trend monitoring, to inform near- and long-term product decisions
• Drive cross-functional delivery alignment across engineering, operations, risk and controls, and business partners to ensure consistent execution
• Oversee product readiness and go-to-market planning, including communications, enablement, and adoption plans for internal customers
• Create an environment that supports responsible experimentation, rapid learning cycles, and continuous improvement
• Facilitate senior stakeholder engagement and governance, setting expectations, communicating tradeoffs, and providing transparent status reporting

Required qualifications, capabilities and skills

• Formal training or certification on product engineering concepts and 5+ years applied experience
• Proven experience as a technology product manager in a large, matrixed enterprise environment with end-to-end product ownership
• Demonstrated ability to translate complex customer needs into clear requirements, prioritized backlogs, and measurable outcomes
• Experience delivering contact center and telephony solutions, including workflow design and integration with business applications
• Strong understanding of modern software delivery practices, including Agile methodologies and product lifecycle management
• Ability to define, track, and act on product performance metrics such as adoption, customer satisfaction, service levels, cost, and reliability
• Strong written and verbal communication skills, with the ability to influence senior stakeholders and align cross-functional teams on decisions and tradeoffs
• Demonstrated strength in stakeholder management, building trust-based partnerships, and driving alignment across diverse partner groups
• Experience writing clear user stories and acceptance criteria using industry-standard notation

Preferred qualifications, capabilities and skills

• Working knowledge of Amazon Connect
• Experience building or integrating enterprise contact center platforms with case management, customer relationship management, or workflow orchestration tools
• Familiarity with service management concepts, including service level objectives/service level agreements, incident/problem management, and operational readiness
• Experience applying data and analytics to product decisions, including experimentation, A/B testing, or funnel analysis
• Exposure to artificial intelligence and machine learning use cases in customer service, workforce engagement, or operational intelligence
• Relevant product management or cloud certifications (for example, product management credentials or cloud platform certifications) solutions that will not only transform the financial services industry, but also change the world.