Product Manager - Voice

Job Overview

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.

You enjoy shaping the future of product innovation as a core leader, driving value for customers, guiding successful launches, and exceeding expectations. Join our dynamic team and make a meaningful impact by delivering high-quality products that resonate with clients.

• Develop a product strategy and product vision that delivers value to customers
• Manage discovery efforts and market research to uncover customer solutions and integrate them into the product roadmap
• Own, maintain, and develop a product backlog that enables development to support the overall strategic roadmap and value proposition such as Product vision, development, execution, risk management, and business growth targets
• Build the framework and tracks the product's key success metrics such as cost, feature and functionality, risk posture, and reliability
• Manage discovery efforts and market research to uncover customer solutions and integrate them into the solution interaction management strategies
• Collaborate with cross-functional teams and products to plan and lead product initiatives, fostering a culture of teamwork and partnership to achieve shared goals
• Build and maintain strong relationships with stakeholders, action as a trusted advisor and success enabler
• Own the product performance, ensuring accountability and reliability in achieving business objectives and compiling âwinsâ for the organization
• Monitor the market trends, conduct competitive analysis, and identify opportunities for product differentiation
• Develop innovative concepts and manage experimentation inclusive of solutions and services that streamline the customer journey, improve specialist targeting, and delivers efficiency
• Develop presentations and communication strategies for consumption across multiple levels of the organization, from Executive Leadership to Front Line Workforce Team Members

• 5+ years of experience or equivalent expertise in product management or a relevant domain area
• Advanced knowledge of the product development life cycle, design, and data analytics
• Proven ability to lead product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management
• 10+ years of experience in interaction management, call routing, call flow design and configuration strategies
• Core understanding of Amazon Connect Cloud Contact Center Solutions & Services, with advanced knowledge specific to design enablement, configuration management, customer journeys and queue & specialist targeting
• Expertise in client and customer relationship management, with the ability to easily build rapport and focus on customer needs
• Experience driving change within organizations and managing stakeholders across multiple functions
• Background in business and technology architecture discipline
• Strong competencies in communications, presentation development, functional and comparative analysis and financial modeling
• 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

• Demonstrated prior experience working in a highly matrixed, complex organization
• Strong analytical and problem-solving skills with a keen attention to detail

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible…