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Vice President

4 months ago

Philadelphia, Pennsylvania, United States JPMorganChase Full time

Job Description
The Banking Payments organization is a team of highly talented product leaders focused on delivering innovative payment experiences and platforms. We're transforming customer experiences, simplifying the ways we do business, and driving toward product excellence.
As a Vice President Product Manager in Banking Payments you will own the operations view of customer experience for incoming and outgoing internal and external transfers, plus external account linking; blend an understanding of the Transfers platform with voice of the customer to deepen the foundation and advocate for customer experience; serve as the hub for customer experience impacts, trends and implications across the product team and partner with Transfers Product Owners and experts across lines of business.
The role blends elements of business strategy, root cause analysis, product ownership and operations management. The ideal candidate will be comfortable evaluating incidents and escalations along with other customer feedback channels (ex. complaints, surveys) against an understanding of the Transfers platform then advocating for the best path forward. Strong communication skills are also needed because this position will be responsible for sharing learnings broadly across the product team.
Job Responsibilities

  • Collaborate with product owners, engineering, monitoring and analytics partners to gain and share customer experience impacts and platform pain points.
  • Synthesize customer impact resulting from production incidents into summaries that can be shared across the product team, providing updates as needed. This is intended to inform the product team (not a replacement for established Chase incident management processes).
  • Monitor and share the Voice of the Customer. This includes reviewing complaints, surveys and other feedback channels. This is a product perspective and does not replace other Chase processes for formal reporting.
  • Develop an understanding of the Transfers platform functionality and flows to connect issues, escalations and Voice of the customer to the customer experience.
  • Advocate for improved customer experience within the product team and across internal partners. Proactively identify emerging issues and collaborate with team to identify options/solutions.

Required qualifications, capabilities, and skills

  • 5+ years of experience in financial services, digital, product management or operations
  • Bachelor's Degree or equivalent work experience
  • Effective communication skills
  • Passion for understanding customer needs
  • Ability to think strategically and to connect the dots to the bigger picture, while still comfortable diving into the details required to ensure successful execution

About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.