Job Description

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.

Be at the heart of transforming visions into market-ready products, while you navigate through and solve complex challenges. In this dynamic environment, you ensure smooth product delivery and support change initiatives, marking a significant step in your career growth and innovation journey. As a Senior Product Delivery Associate in Voice Product, you are trusted with enabling the delivery of products in a stable and scalable way. Work with cross-function teams, build key relationships, and enable the product to continuously deliver value. Y ou drive product development and optimization by leveraging your expertise, user research, and customer feedback to create and enhance innovative products.
Job responsibilities

• Collaborates with the Product Delivery Manager to execute on key delivery tasks and identify ways to boost efficiencies
• Supports the completion of change management activities across functional partners and monitors adherence to the firm’s risk, controls, compliance, and regulatory requirements
• Raises blockers and other impediments to the Product Delivery Manager to manage dependencies and ensure adequate resources
• Partner with Area Product Owners to identify new feature opportunities and leverage current services for customer and team value
• Create design strategies supporting contact center solutions
• Direct and prioritize technology teams on solution design and integrations for customer journeys
• Plan for upstream and downstream impacts of new features on overall product experience
• Support user research, journey mapping, and market analysis to inform product roadmap and feature value
• Analyze and track product metrics, including time, cost, and quality across development
• Write requirements, epics, and user stories for product development; develop innovative concepts and presentations for all organizational levels

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise in product management or a relevant domain area
• Demonstrated performance in either product management or relevant domain area
• Experience executing operational management and change readiness activities
• Experience in product deployment processes
• Contact Center Solutions Strategy & Design: Telecommunications, Call Routing, Outbound Contact Platforms, Live Chat, and Core Infrastructure
• Strong analytical and problem-solving skills with keen attention to detail; skilled in writing comprehensive test cases, including edge cases, for all identified use cases
• Ability to quickly learn new applications and processes, analyze complex system requirements, and present findings
• Demonstrated ability to design and develop detailed flowcharts illustrating information architecture, system interactions, and process flows
• Effective presentation and interpersonal skills; proficient in written and verbal communication
• Technical proficiency in software development methodologies, APIs, cloud concepts, Agile/Scrum certifications or 3+ years of Agile/Scrum experience, and background in business and technology architecture
• 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

• Developed knowledge of the product development life cycle
• Contact Center Solutions Strategy & Design: Telecommunications, Call Routing, Outbound Contact Platforms, Live Chat and Core Infrastructure
• Strong analytical and problem-solving skills with a keen attention to detail

• Skilled in writing comprehensive test cases, including edge cases, for all the identified use cases

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