ConnectWealth, Advisor Service & Platform Lead

Next Frontier Capital; Columbus (OH); Hybrid; USD 180,000 - 260,000; Full time

Job summary

JPMorganChase is seeking a ConnectWealth Advisor Service & Platform Lead to define and execute the advisor service strategy, overseeing the platform’s adoption and evolution across PMG, Operations, and Technology. You will partner with executive teams to translate advisor needs into scalable capabilities and measurable outcomes.

The role requires governance of feedback, defects, and enhancements, as well as driving adoption, reporting, and continuous improvement.

Qualifications

• 5+ years in financial services or wealth management.
• Ability to define strategy and deliver measurable outcomes.
• Executive-level communication with senior leaders.
• Strong stakeholder management and governance.
• Experience with AI-enabled tools and automation.
• Bachelor’s degree or equivalent preferred.

Responsibilities

• Define and execute advisor service strategy and operating model.
• Lead scalable training and enablement programs for advisors and service teams.
• Build senior-level partnerships with service center leaders and act as escalation point.
• Establish the support model for local/regional advisor contacts with clear roles.
• Drive resolution of complex advisor inquiries by coordinating cross-functional partners.
• Represent platform strategy, capabilities, risks, and value to stakeholders.
• Sponsor onboarding and readiness initiatives for platform rollout.
• Represent advisor/service voice in cross-functional planning and decisions.
• Establish and monitor service metrics and trends for improvements.
• Own governance for defects, enhancements, feedback, and timely closure.
• Own the case inquiry tool strategy and adoption across PMG and Operations.
• Define reporting, controls, and performance measures for leadership insight.
• Drive change management and training for new capabilities, including AI features.

Skills

Executive leadership

Stakeholder management

Product strategy

AI-enabled tools

Data-driven decisions

Change management

Education

Bachelor’s degree or equivalent

Tools

PowerPoint

Excel

Job description

ConnectWealth Advisor Service & Platform Lead

Vice President, Columbus OH / Newark DE

Role Summary

The ConnectWealth Advisor Service & Platform Lead is responsible for defining, executing, and evolving the advisor service strategy that supports adoption and ongoing success of the ConnectWealth platform and related investment solutions within CWM. This Vice President will serve as a senior business leader and trusted partner to the CWM Service Center, Business Development Consultants, Product Management, Operations, and Technology teams, translating advisor and service needs into scalable capabilities, measurable outcomes, and prioritized platform improvements.

The Advisor Service Lead will establish governance for gathering, tracking, analyzing, and prioritizing advisor and service center feedback, platform defects, enhancement requests, and operational pain points. The individual will maintain executive visibility into resolution progress, identify recurring themes and systemic risks, drive accountability across product and technology partners, and influence roadmaps and resource decisions that improve platform stability, user experience, advisor satisfaction, and business growth.

Additionally, the Advisor Service Lead will own the business strategy and evolution of the case inquiry management tool, serving as a product owner and change leader across PMG and Operations. This includes setting the roadmap, defining business requirements and success measures, driving adoption and operating discipline, overseeing reporting and controls, and advancing automation and AI-enabled capabilities that improve inquiry resolution and overall service effectiveness.

Advisor Service Responsibilities

• Define and execute the advisor service strategy and operating model to accelerate adoption and effective utilization of the ConnectWealth platform and related investment solutions.
• Lead the development and delivery of scalable training, education, and enablement programs for advisors, Business Development Consultants, and service teams.
• Build senior-level partnerships with CWM Service Center leaders and serve as an escalation and decision point for complex, high-impact platform matters.
• Establish the support model for Business Development Consultants as local and regional advisor contacts, including clear roles, escalation paths, communications, and performance expectations.
• Drive resolution of complex advisor inquiries and systemic issues by coordinating product, operations, technology, and service partners with urgency and clear accountability.
• Serve as a ConnectWealth subject matter leader who can articulate platform strategy, capabilities, risks, and value to advisors, service partners, and senior stakeholders.
• Sponsor onboarding and readiness initiatives that enable users to maximize platform capabilities and support broader rollout objectives.
• Represent the voice of advisors and service teams in cross-functional planning, prioritization, and platform enhancement decisions.
• Establish and monitor service metrics, advisor inquiry trends, and operational performance indicators; convert insights into targeted education, process improvements, and roadmap recommendations.
• Own governance for defects, enhancement requests, feedback, and resolution progress, ensuring critical items are prioritized, transparently communicated, and driven to closure.

Case Management Product Responsibilities

• Own the strategy, roadmap, governance, and adoption of the case inquiry management tool across PMG and Operations, with accountability for measurable business outcomes.
• Lead discovery and requirements definition, prioritize the product backlog, and partner with technology teams to deliver scalable solutions that address business and user needs.
• Define reporting, controls, and performance measures that provide leadership insight into inquiry demand, resolution effectiveness, operational risk, and user adoption.
• Drive change management, training, onboarding, and operating standards that promote consistent utilization and sustained adoption across teams.
• Lead testing, implementation, and rollout of new capabilities, including AI-enabled features and automation that improve service-team productivity, reduce inquiry volume, and accelerate resolution.
• Manage senior stakeholder communications, dependencies, risks, and decisions across concurrent initiatives, ensuring delivery remains aligned with strategic priorities.

Required Qualifications, Capabilities, and Skills

• At least 5 years of experience in financial services, wealth management, operations, product management, platform support, or a related field.
• Strong knowledge of managed investment products, advisory platforms, advisor workflows, or wealth management operations.
• Demonstrated ability to define strategy, lead complex initiatives end to end, and deliver measurable outcomes across multiple stakeholder groups.
• Executive-level verbal and written communication skills, including the ability to synthesize complex information and influence senior leaders through clear recommendations and presentations.
• Proven stakeholder management skills with the ability to establish accountability, resolve competing priorities, and drive decisions across product, operations, technology, and service organizations.
• Strong product, program, or project leadership experience, including requirements definition, roadmap prioritization, governance, risk management, testing, implementation, and change adoption.
• Advanced analytical skills with experience using data, service metrics, and operational insights to identify trends, quantify impact, and guide prioritization and investment decisions.
• Demonstrated adoption and effective use of AI-enabled tools to collaborate on data, synthesize information, identify trends, improve workflows, and generate actionable insights.
• Strong judgment, ownership, and problem-solving capabilities, with the ability to operate independently in a fast-paced and evolving environment.
• Proficiency with Microsoft Office applications, including advanced Excel and PowerPoint skills.
• Prior experience supporting advisors, leading platform operations, managing products, or driving service transformation within wealth management is strongly preferred.
• Bachelor’s degree or equivalent professional experience preferred.

JPMorganChase, 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, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, 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 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

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.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

J.P. Morgan Asset & Wealth Management delivers industry-leading investment management and private banking solutions. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals. Join our ConnectWealth team in DE or OH!