Job Description

Lead and transform client experience for Fusion by driving service excellence, operational insights, and continuous improvement. In this role, you will leverage data, analytics, and structured problem management to reduce friction, improve service quality, and enhance client outcomes across a global, matrixed environment.

As a Product Solution Manager in our Enterprise Technology team at JPMorgan Chase, you will drive day-to-day service experience for Fusion platform, translating client interaction signals into prioritized product and operational improvements. You will build scalable service analytics capabilities, improve operational performance, and drive measurable reductions in repeat issues through disciplined problem management and knowledge excellence. You will partner across Product, Engineering, SRE, and Operations to enhance tooling, workflows, and service models, while leading teams to deliver consistent, high-quality client experiences aligned to enterprise service standards.

Fusion is a data and AI platform that provides internal stakeholders with a suite of tools and services to manage data, develop models, and deliver production-ready AI. The platform supports the full lifecycle from discovery and development to AI deployment and governance.

Job Responsibilities

• Build and scale a robust service analytics capability using ServiceNow (SNOW) and Tableau, delivering standardized dashboards, KPIs, and trend insights for senior stakeholders
• Define and enforce consistent ticket taxonomy and data standards to improve data quality and enable accurate, actionable reporting
• Translate ticket trends and client interaction signals into prioritized problem statements for Product and Engineering backlogs
• Lead structured problem management with a focus on permanent fixes, reducing repeat incidents and improving platform stability
• Drive root cause analysis, defect identification, and control improvements to enhance service reliability and client outcomes
• Strengthen knowledge management by improving content quality, accessibility, and effectiveness to increase ticket deflection and first-contact resolution
• Partner with Product, Engineering, and SRE to enhance operational tooling, observability, and workflows, reducing time-to-diagnose and time-to-recover
• Optimize service operations through workflow automation, self-service capabilities, and improved escalation and incident management processes
• Improve chat-support operating models through playbooks, decision frameworks, prompts, and feedback loops to increase agent effectiveness and reduce handoffs
• Lead and develop teams, driving accountability, performance management, and a culture of continuous improvement aligned to enterprise standards
• Partner across a global, matrixed organization to align stakeholders, influence priorities, and ensure consistent delivery of high-quality client experience outcomes

Required Qualifications, Capabilities, and Skills

• 8+ years of experience or equivalent expertise in product management, project management, or a relevant domain area
• Proven leadership experience in enterprise technology client service, platform operations, or production support environments
• Strong command of service management disciplines (incident, request, change, and problem management)
• Demonstrated ownership of service performance metrics and client experience outcomes
• Advanced experience in service analytics and reporting, including hands-on capability with ServiceNow (SNOW) and Tableau
• Ability to define and enforce ticket taxonomy and leverage trend analysis to drive product and operational improvements
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights
• Experience operating effectively in high-pressure, production environments with strong governance and communication
• Demonstrated ability to collaborate and influence stakeholders across a highly matrixed organization
• Experience modifying or adapting preconfigured solutions to address complex business problems

Preferred Qualifications, Capabilities, and Skills

• Experience supporting Data & AI platforms (e.g., data pipelines, feature stores, model development, analytics tooling, workspace environments)
• Familiarity with IT service management frameworks (e.g., ITIL) and experience implementing structured service routines
• Experience with automation, workflow optimization, and ticket deflection strategies (e.g., self-service, runbook automation)
• Experience improving chat-support models through agent enablement, decision support, and structured workflows
• Understanding of AI/analytics platform failure modes and ability to translate into operational and product priorities