Job Description

The Offers & Shopping Governance and Business Operations team is responsible for leading efforts to shape operational excellence. We partner with teams across the firm, including other Card and Connected Commerce pillars, functional partners, and stakeholders from legal, risk, controls, and compliance to maintain an effective oversight and controls environment in accordance with the Firms standards.

As a Senior Product Delivery Associate in Offers & Shopping, you will help translate strategy into action by planning, coordinating, and delivering initiatives that improve customer experience, strengthen controls, and enhance operational performance. A core focus of the role includes leading the investigation, triage, and remediation of statement credit issues and related production incidents, while also contributing to portfolio-level execution, benefits tracking, and continuous improvement. You will partner across product, operations, and technology to ensure timely, accurate outcomes for cardholders and merchants and to implement durable, scalable solutions.

Job Responsibilities

• Lead end-to-end investigation, triage, and resolution of statement credit inquiries and production issues, ensuring timely, accurate customer outcomes.
• Leverage data to identify patterns and systemic issues leading to missing credits, collaborating with cross-functional teams to implement long-term fixes.
• Lead structured cross-functional triage for production issues to coordinate root-cause analysis and sustainable solutions.
• Support customer journey initiatives, prioritization, and resourcing, aligning work to customer impact, risk, and business value.
• Convert business strategies into actionable roadmaps, milestones, and OKRs, and drive cross-functional execution to plan.
• Execute and oversee remediations to apply missing credits and correct downstream impacts in line with SLAs.

Required Qualifications, Capabilities and Skills

• Bachelor’s degree in Analytics, Computer Science, Engineering, or equivalent experience.
• 3+ years of experience in platform engineering
• Strong proficiency with relational databases (e.g., SQL Server, PostgreSQL) and data analysis.
• Experience in one or more backend programming languages (e.g., Java, Python, Node.js).

Preferred Qualifications, Capabilities, and Skills

• Prior experience working in credit card, payments, or financial services environments, with a strong understanding of statement credits, transaction processing, and customer remediation.
• Strong written and verbal communication skills, with the ability to clearly document findings and collaborate across technical and non-technical teams.

• Ability to interpret complex data sets, identify trends, and draw actionable insights to resolve credit discrepancies and production issues.

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