Job Description

Join JPMorgan Chase’s Machine Learning & Intelligent Operations (MLIO) team as a Vice President, Product Manager. Lead the charge in transforming customer service and personalization through innovative AI and machine learning solutions. Be part of a dynamic team dedicated to elevating both customer and employee experiences.

As a Product Manager within MLIO, you will define and execute the strategy for cutting-edge machine learning products. You will lead cross-functional teams to modernize service experiences for tens of millions of customers. Your focus on customer and employee needs will drive priorities and maximize product value.

Job Responsibilities:

• Define the product strategy, roadmap, prioritization, and backlog for machine learning applications.

• Analyze customer journey/friction points and feedback across various channels to drive product feature prioritization.

• Lead agile product teams that include product managers, data scientists, machine learning engineers, and data analytics members.

• Manage existing product features and actively lead the research, definition, and development of new features to advance the product roadmap and performance.

• Maximize product value delivered through backlog creation, management, and prioritization of epics and user stories.

• Partner with user research and business/operations teams to analyze and ideate customer experience, behavior, and improvement opportunities.

• Prioritize strategies and solutions to enhance self-service utilization and reduce customer contact volume.

• Collaborate with Controls/Risk, Audit, Compliance, Data & Model Governance, and Technology to ensure readiness to deliver on the product roadmap.

• Stay abreast of industry trends, emerging technologies, and best practices in AI and machine learning to continuously improve product offerings.

• Foster a culture of innovation, collaboration, and continuous improvement within the team.

Required qualifications, capabilities, and skills:

• 6+ years of experience in Technical Product Management, ideally with AI/ML-related products.

• Proven experience leading multi-disciplinary teams in a large, matrixed organization and fast-paced agile development environment.

• Demonstrated ability to make strategic decisions while candidly challenging the status quo to drive the right employee and customer outcomes.

• Applied experience in a variety of AI and machine learning techniques and technologies.

• Strong technical acumen: ability to independently manage large and complex relationships with internal technology partners.

• Ability to harness data and the power of analytics and customer insights for comprehensive strategy planning.

• Excellent communicator with the ability to fluidly interact with senior leaders, key stakeholders, employees, and third-party vendors.

Preferred qualifications, capabilities, and skills:

• Experience working in or with customer service operations.

• Strong problem-solving skills and the ability to think creatively and strategically.

• Experience with cloud-based AI/ML platforms and tools is a plus.

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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.