**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.
You enjoy shaping the future of product innovation as a core team member, 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.
As a Senior Product Associate in the Customer Channel Voice, you contribute to the team by leveraging your expertise in product development and optimization to make a significant impact, supported by user research and customer feedback to fuel the creation of innovative products and continuously improve existing offerings. Collaborate closely with cross-functional teams and play a crucial role in shaping the future of our products and ongoing success.
Your collaboration with business and product partners will enable customer experience transformation through initiatives such as the firm’s new Contact Center as a Service (CCaaS) platform, agentic AI integrations and other strategic initiatives. With a strong commitment to scalability, resiliency, and stability, you collaborate closely with cross-functional teams to deliver high-quality products that exceed customer expectations. You will be adept at teamwork and collaboration to drive planning and development of product initiatives that achieve a common set of goals, ensuring success for the organization while building and maintaining strong relationships with key stakeholders.
Job responsibilities
- Partners with the Area Product Owners (APOs) and Designees to identify new feature opportunities and expose services inherent within our current investments, that deliver value for our customers and front line team members
- Creates design strategies that support the contact center solutions offered by the Enterprise Contact Center organization
- Provide direction and prioritization to the technology teams on the solution design strategies and required integrations that support the identified customer journeys
- Considers and plans for upstream and downstream implications of new product features/capabilities on the overall product experience
- Supports the collection of user research, journey mapping, and market analysis to inform the strategic product roadmap and provide insight on potential product features that provide value to customers
- Analyzes, tracks, and evaluates product metrics including work to time, cost, and quality targets across the product development life cycle
- Writes the requirements, epics, and user stories to support product development
- Develop innovative concepts and experimentation inclusive of solutions and services that streamline the customer journey and drive efficiency
- Develop presentations and communication strategies for consumption across multiple levels of the organization (Executive Leadership to Front Line Workforce Team Members)
Required qualifications, capabilities, and skills
- 3+ years of experience or equivalent expertise in product management or a relevant domain area
- Proficient 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
- 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 ability to design and develop detailed flowcharts that effectively illustrate information architecture, system interactions, and process flows
- Effective presentation and interpersonal skills; proficient skills in communicating ideas both written and verbal
- Technical proficiency and understanding of software development methodologies, with experience in APIs and cloud concepts
- Agile/Scrum certifications or 3+ years of Agile/Scrum experience
- Background in business and technology architecture discipline
Preferred qualifications, capabilities, and skills
- Experience, ideally in project management, process re-engineering, strategy, or customer-centric functions and working with global teams
- Experience with agile product development and software delivery lifecycle; advanced knowledge of using tools like Confluence and JIRA
- Proven track record of delivery and new product feature creation; effective communicator with excellent written communication skills including requirements writing
- Familiarity with the business services and offerings associated with financial services and understanding of the financial services industry and Regulatory, Legal, and Risk environments