Product Manager, Enterprise Communication Platforms

Lead the roadmap for enterprise contact center platforms, defining outcomes, metrics, and secure, reliable delivery.

As a Product Manager, Enterprise Communication Platforms at JPMorgan

Chase within Corporate Technology and the Contact Center Product Line, you will own the end-to-end success of contact center capabilities that help employees serve customers more effectively in a hybrid, global environment. You will partner with internal customers to design and integrate Amazon Connect workflows into business applications and operating processes, ensuring solutions are valuable, viable, and measurable. You will define outcomes, prioritize the product backlog, and align stakeholders to deliver reliable, secure, and high-quality experiences at enterprise scale.

Job responsibilities

Define and communicate a clear product vision, strategy, and roadmap aligned to long-term business goals and customer needs

Partner with internal customers and technology teams to design, build, and integrate Amazon Connect workflows into line-of-business applications and operational processes

Translate customer problems into well-scoped product requirements and prioritized backlog items, balancing value, risk posture, cost, and reliability

Establish and manage product metrics and success measures, including customer satisfaction, adoption, service levels, and operational performance

Lead discovery efforts, including user research and industry trend monitoring, to inform near- and long-term product decisions

Drive cross-functional delivery alignment across engineering, operations, risk and controls, and business partners to ensure consistent execution

Oversee product readiness and go-to-market planning, including communications, enablement, and adoption plans for internal customers

Create an environment that supports responsible experimentation, rapid learning cycles, and continuous improvement

Facilitate senior stakeholder engagement and governance, setting expectations, communicating tradeoffs, and providing transparent status reporting

Required qualifications, capabilities and skills

Formal training or certification on product engineering concepts and 5+ years applied experience

Proven experience as a technology product manager in a large, matrixed enterprise environment with end-to-end product ownership

Demonstrated ability to translate complex customer needs into clear requirements, prioritized backlogs, and measurable outcomes

Experience delivering contact center and telephony solutions, including workflow design and integration with business applications Strong understanding of modern software delivery practices, including Agile methodologies and product lifecycle management

Ability to define, track, and act on product performance metrics such as adoption, customer satisfaction, service levels, cost, and reliability

Strong written and verbal communication skills, with the ability to influence senior stakeholders and align cross-functional teams on decisions and tradeoffs

Demonstrated strength in stakeholder management, building trust-based partnerships, and driving alignment across diverse partner groups

Experience writing clear user stories and acceptance criteria using industry-standard notation

Preferred qualifications, capabilities and skills

Working knowledge of Amazon Connect Experience building or integrating enterprise contact center platforms with case management, customer relationship management, or workflow orchestration tools

Familiarity with service management concepts, including service level objectives/service level agreements, incident/problem management, and operational readiness

Experience applying data and analytics to product decisions, including experimentation, A/B testing, or funnel analysis

Exposure to artificial intelligence and machine learning use cases in customer service, workforce engagement, or operational intelligence

Relevant product management or cloud certifications (for example, product management credentials or cloud platform certifications) solutions that will not only transform the financial services industry, but also change the world.
JPMorgan

Chase, 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,…