Personalization & Insights, Executive Director, Product Delivery

J.P. Morgan; New York (NY); On-site; USD 180,000 - 275,000; Full time

Job summary

JPMorgan Chase in New York seeks a proven Product Portfolio Operations Director to lead delivery and customer success for personalization, insights, and data-driven capabilities across multiple product lines.

You will translate strategic priorities into executable plans, partner with Product, Technology, Data & Analytics, Operations, Controls, Legal, Risk, Compliance, and Finance, and drive measurable business impact while ensuring scalable and well-controlled solutions.

Qualifications

• 8+ years of experience or equivalent in program management or performance optimization.
• Proven ability to manage and implement operational effectiveness and portfolio management initiatives.
• Proven ability to operate within the product development life cycle and agile methodologies.
• Strong understanding of roadmap management, launch readiness, adoption planning, and post-launch optimization.
• Demonstrated ability to drive stakeholder adoption, customer success, engagement, and measurable business outcomes.
• Experience working with Product, Technology, Data & Analytics, Operations, Risk, Controls, Compliance, Legal, and Finance partners.
• Strong executive communication skills, including the ability to synthesize complex topics into clear decisions, risks, dependencies, and recommendations.
• Proven ability to manage competing priorities, dependencies, risks, and timelines across multiple initiatives.
• Ability to operate with urgency, ownership, sound judgment, and a strong control mindset.

Responsibilities

• Works across products and product lines to help ensure delivery against business objectives.
• Executes the strategy for reporting and communications to support our portfolio management operations and change initiatives.
• Oversees and coaches a team to best implement the strategy for adapting and executing the full product-line framework and ensures our core cross-product priorities, sequencing, and trade-offs are realized.
• Implements portfolio-level tracking of controls, financials, resourcing needs, and key prioritization decisions.
• Owns end-to-end delivery execution from intake and prioritization through launch, adoption, measurement, and optimization.
• Translates business strategy into clear roadmaps, milestones, success measures, and delivery plans.
• Defines and leads customer success and adoption strategies, including stakeholder readiness, user engagement, training, communications, and post-launch support.
• Monitors adoption, usage, satisfaction, operational performance, and business-impact metrics to identify opportunities for improvement.
• Creates feedback loops with customers, business users, and internal stakeholders to inform roadmap decisions and product enhancements.
• Serves as a trusted advisor to senior leadership on delivery health, adoption, stakeholder readiness, and business impact.

Skills

Program management

Portfolio management

Agile methodologies

Stakeholder management

Executive communication

Cross-functional leadership

Product lifecycle

Data-driven decision making

Job description

You are a proven leader with a passion for delivering high-quality products. Join our innovative team and help us ensure that our products meet and exceed the needs of our customers.

As a Product Portfolio Operations Director in Consumer & Community Banking Personalization and Insights, you are an expert in creating cross-product synergies. As a leader on the team, you leverage your advanced capabilities to innovate on cross product-line coordination, remove barriers to success, and create ways for teams to continuously innovate on solutions-focused products and product features. You will lead Product Delivery and Customer Success for a portfolio of high-impact personalization, data-driven insights, and customer engagement capabilities, translating strategic priorities into executable delivery plans and driving cross-functional alignment across customers, internal users, and business stakeholders.

Ready to shape how millions of customers experience personalization and insight? You'll bring strong operating discipline, a customer orientation, and experience delivering data-enabled products in a complex environment, partnering closely across Product, Technology, Design, Data & Analytics, Operations, Controls, Legal, Risk, Compliance, and Finance to deliver capabilities that are scalable, measurable, and well-controlled.

Job responsibilities

• Works across products and product lines to help ensure delivery against business objectives
• Executes the strategy for reporting and communications to support our portfolio management operations and change initiatives
• Oversees and coaches a team to best implement the strategy for adapting and executing the full product-line framework and ensures our core cross-product priorities, sequencing, and trade-offs are realized
• Implements portfolio-level tracking of controls, financials, resourcing needs, and key prioritization decisions
• Owns end-to-end delivery execution from intake and prioritization through launch, adoption, measurement, and optimization
• Translates business strategy into clear roadmaps, milestones, success measures, and delivery plans
• Defines and leads customer success and adoption strategies, including stakeholder readiness, user engagement, training, communications, and post-launch support
• Monitors adoption, usage, satisfaction, operational performance, and business-impact metrics to identify opportunities for improvement
• Creates feedback loops with customers, business users, and internal stakeholders to inform roadmap decisions and product enhancements
• Serves as a trusted advisor to senior leadership on delivery health, adoption, stakeholder readiness, and business impact

Required qualifications, capabilities, and skills

• 8+ years of experience or equivalent expertise in program management or performance optimization
• Proven ability to manage and implement operational effectiveness and portfolio management initiatives
• Proven ability to operate within the product development life cycle and agile methodologies
• Strong understanding of roadmap management, launch readiness, adoption planning, and post-launch optimization
• Demonstrated ability to drive stakeholder adoption, customer success, engagement, and measurable business outcomes
• Experience working with Product, Technology, Data & Analytics, Operations, Risk, Controls, Compliance, Legal, and Finance partners
• Strong executive communication skills, including the ability to synthesize complex topics into clear decisions, risks, dependencies, and recommendations
• Proven ability to manage competing priorities, dependencies, risks, and timelines across multiple initiatives
• Ability to operate with urgency, ownership, sound judgment, and a strong control mindset

Preferred qualifications, capabilities, and skills

• Experience delivering personalization, recommendation, or data-driven insights products at scale
• Background partnering with design and analytics teams to translate customer needs into product experiences
• Familiarity with metrics-driven adoption frameworks and post-launch measurement practices
• Experience operating within highly regulated or controlled environments
• Track record of influencing decisions across matrixed, senior stakeholder groups

This position is subject to Section 19 of the Federal Deposit Insurance Act. As such, an employment offer for this position is contingent on JPMorganChase’s review of criminal conviction history, including pretrial diversions or program entries.

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. 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 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

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.

The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm’s data sharing principles of security, customer control and convenience, and privacy.

Lead product delivery and customer success for high-impact personalization and data-driven insights capabilities.