Card Servicing Communications PM — Drive Digital Self-Service

J.P. Morgan; New York (NY); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Health care coverage

Retirement plan

On-site health centers

Job summary

Chase is seeking a Service Communications Product Manager to lead strategy and delivery for a cross-card communications roadmap from discovery through delivery in a fast-moving, regulated environment.

You will collaborate with Legal, Compliance, Risk, and Controls to mitigate risks and drive executive-ready communications. The role sits in Core Card Customer Experience Product and demands strong cross-functional leadership and data-driven decision making.

Qualifications

• 5+ years in product management or delivery, leading cross-functional initiatives in financial services.
• Advanced knowledge of product development lifecycle, design practices, and data analytics.
• Proven ability to lead end-to-end product work from discovery through delivery, measurement, and iteration.
• Experience collaborating with user experience design and research teams.
• Experience authoring business requirements, defining user stories, and working in Agile.

Responsibilities

• Shape and evolve the service communications strategy and roadmap to improve customer awareness, enable digital self-service, and reduce avoidable servicing contacts.
• Connect customer problems, servicing insights, and business priorities to identify, size, and sequence roadmap opportunities.
• Lead discovery efforts to uncover customer pain points, define target segments, and align stakeholders on impactful communication solutions.
• Drive cross-functional requirements alignment across servicing, design, card, and digital product teams to produce clear, actionable delivery requirements.
• Manage dependencies across supporting products and teams by coordinating intake, clarifying ownership, establishing delivery plans, and resolving blockers.
• Identify, assess, and escalation delivery risks and issues; bring the right partners together to make decisions and maintain momentum.
• Build and maintain operating routines that provide transparency into initiative health, milestones, risks, and decisions.
• Develop executive-ready materials that synthesize complex topics and communicate roadmap progress, opportunities, and recommendations.
• Partner with Legal, Compliance, Risk, and Controls to proactively identify and mitigate operational and technology risks throughout the product lifecycle.
• Identify and implement improvements to cross-team ways of working, delivery processes, and operating routines.

Skills

Product management

Cross-functional

Agile delivery

Data analytics

Stakeholder comms

Regulated environment

UX collaboration

Communication skills

Leadership

Problem solving

Education

Bachelor's degree

Job description

Chase is seeking a Service Communications Product Manager to lead strategy and delivery for a cross-card communications roadmap from discovery through delivery in a fast-moving, regulated environment.

You will collaborate with Legal, Compliance, Risk, and Controls to mitigate risks and drive executive-ready communications. The role sits in Core Card Customer Experience Product and demands strong cross-functional leadership and data-driven decision making.