About the Role
Consumer & Community Banking (CCB) Operations Product organization needs you! CCB Operations 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.
As a Senior Product Manager within Machine Learning & Artificial intelligence (ML / AI), you will define the strategy for your product and design and execute on the product roadmap, while embracing Agile methodology and best practices. You will lead cross-functional teams comprising of technologists, data scientists, researchers, designers, and analytics members to modernize the service experience for tens of millions of customers. You will be focused on the customer and/or employee experience by establishing the team's priorities to maximize the value of the product.
Job Responsibilities
- Work alongside Product Owner to define the product strategy, roadmap, prioritization, and backlog for machine learning applications for customer service
- Analyze contact volumes and customer journey/friction points across a variety of channels to prioritize product development
- Lead Agile product team(s) comprised of product managers, data scientists, machine learning engineers, and data analytics members
- Manage existing product features and actively lead the research, definition, and development of enhancements to advance the product's performance
- Maximize product value by measuring customer outcomes against objectives and key results
- Prioritize strategies and solutions to enhance customer self-service and reduce servicing call volume
- Collaborate with Controls/Risk, Audit, Compliance, Data & Model Governance and Technology to ensure proper delivery practices
Required Qualifications, Capabilities, And Skills
- 6+ years of experience in Technical Product Management, ideally with ML / AI related products
- Experience working in agile/scrum teams preferred
- Experience defining user experience needs, writing user stories, creating product value propositions, developing features and benefits and developing roadmaps
- Excellent written and verbal communication skills: able to present facts, thoughts and ideas in a clear, concise and convincing manner to senior stakeholders
- Preferred: Experience working in or with customer service operations