Enterprise Contact Center Platform Product Manager

JPMorgan Chase & Co.; Plano (TX); Hybrid; USD 120,000 - 180,000; Full time

Job summary

JPMorgan Chase & Co. seeks a Product Manager for Enterprise Communication Platforms to own end-to-end contact center capabilities across the firm. You will design, prioritize, and measure outcomes, ensuring secure, reliable delivery in a hybrid, global environment.

You will partner with internal customers to integrate Amazon Connect workflows into business processes, guiding cross-functional teams to deliver valuable and measurable solutions at scale.

Qualifications

• Formal training or certification on product engineering concepts with 5+ years applied experience.
• Proven experience as a technology product manager in a large enterprise with end-to-end product ownership.
• Ability to translate complex customer needs into clear requirements, prioritized backlogs, and measurable outcomes.
• Experience delivering contact center and telephony solutions with workflow design and integration to business apps.
• Strong understanding of Agile methodologies and product lifecycle management.
• Ability to define, track, and act on product performance metrics such as adoption and reliability.
• Strong written and verbal communication skills for senior stakeholders.

Responsibilities

• Define and communicate a clear product vision, strategy, and roadmap aligned to business goals and customer needs.
• Partner with internal customers and tech teams to design, build, and integrate Amazon Connect workflows into business applications.
• Translate customer problems into well-scoped product requirements and prioritized backlog items.
• Establish and manage product metrics and success measures (adoption, CSAT, service levels).
• Lead discovery efforts including user research and industry trend monitoring.
• Drive cross-functional delivery alignment across engineering, operations, risk and controls, and business partners.
• Oversee product readiness and go-to-market planning for internal customers.

Skills

Product ownership

Enterprise environment

Translate needs

Contact center

Agile methodologies

Stakeholder management

User stories

Requirement prioritization

Education

Product engineering certification

Tools

Amazon Connect

CRM integration

Workflow orchestration tools

Job description

JPMorgan Chase & Co. seeks a Product Manager for Enterprise Communication Platforms to own end-to-end contact center capabilities across the firm. You will design, prioritize, and measure outcomes, ensuring secure, reliable delivery in a hybrid, global environment.

You will partner with internal customers to integrate Amazon Connect workflows into business processes, guiding cross-functional teams to deliver valuable and measurable solutions at scale.