Personalization Product Manager - Vice President

Testing Site - JPMC; New York (NY); On-site; USD 140,000 - 190,000; Full time

Job summary

JPMorgan Chase in New York is seeking a Product Manager for Personalization & Customer Insights to drive ML-powered personalization and end-to-end product life cycle across mobile, web, contact center, and branches.

You will collaborate with Data Scientists and ML Engineers to translate research into roadmaps, lead data products like operating memory, and ensure scalable, responsible digital experiences with strong governance and privacy controls.

Qualifications

• 5+ years in product management or relevant domain
• Knowledge of product development lifecycle, design, and data analytics
• Proven ability to lead discovery, ideation, strategic development, requirements, and value management
• Experience delivering AI-powered products to production with data science and ML engineers
• Experience defining and shipping data products for agentic assistants and integrations with partner teams
• Proven ML-driven personalization and next-best-action experience including experimentation
• Knowledge of backlog management (epics, user stories, refinement, PBR, JIRA)
• Ability to turn user research and metrics into decisions and roadmaps
• Strong leadership and stakeholder management across multiple teams
• Experience with API-first delivery on cloud and multi-channel experiences

Responsibilities

• Develops a product strategy and vision that delivers customer value
• Leads discovery and market research to uncover customer solutions and integrate them into the roadmap
• Owns backlog to support strategic roadmap and value proposition
• Tracks key success metrics: cost, features, risk, reliability
• Defines strategy and roadmap for operating-memory data products and signals
• Partners with Channel/Interface team on memory, context, contracts, SLAs, guardrails
• Leads ML-powered personalization and next-best-action capabilities across channels
• Translates research into epics, user stories, and acceptance criteria
• Collaborates with Data Scientists and ML Engineers across the model lifecycle
• Champions API-first delivery on cloud to ensure scalable, reliable context delivery
• Upgrades responsible AI, consent, privacy measures; mentors PMs and drives experimentation

Skills

Product management

Data analytics

Product lifecycle

AI/ML collaboration

Cross-functional leadership

Experimentation

Stakeholder management

Communication

Education

BS or MS in Engineering or Data Science

Tools

JIRA

AWS

API-first delivery

Job description

You enjoy shaping the future of product innovation as a core leader, driving value for customers, guiding successful launches, and exceeding expectations. Join our dynamic team and make a meaningful impact by delivering high-quality products that resonate with clients. You will drive the strategy and execution of ML‑powered personalization and next‑best‑action capabilities for marketing and servicing across mobile, web, contact center, branch, and marketing channels. You will translate research and analytics into clear roadmaps, partner with Data Scientists and ML Engineers to design and iterate LLM/ML models, run experiments to validate impact, and deliver measurable outcomes while upholding privacy, consent, and fairness standards.

As a Product Manager in Personalization & Customer Insights Team, you are an integral part of the team that innovates new product offerings and leads the end‑to‑end product life cycle. As a core leader, you are responsible for acting as the voice of the customer and developing profitable products that provide customer value. Utilizing your deep understanding of how to get a product off the ground, you guide the successful launch of products, gather crucial feedback, and ensure top‑tier client experiences. With a strong commitment to scalability, resiliency, and stability, you collaborate closely with cross‑functional teams to deliver high‑quality products that exceed customer expectations. You will lead the data products and integrations that feed the operating memory for our agentic channel.

Your team curates secure, consented customer context and personalized signals that help the assistant understand intent and maintain continuity—delivered to the Channel/Interface team and to domain agents that take action on customers’ behalf. Lead the data products that power the operating memory for our new Chase agentic channel—curating secure, consented customer context and personalized signals—while partnering with the Channel/Interface team and domain agents. Also drive ML‑powered personalization and next‑best‑action optimization across channels for marketing and servicing.

Job responsibilities

• Develops a product strategy and product vision that delivers value to customers
• Manages discovery efforts and market research to uncover customer solutions and integrate them into the product roadmap
• Owns, maintains, and develops a product backlog that enables development to support the overall strategic roadmap and value proposition
• Builds the framework and tracks the product's key success metrics such as cost, feature and functionality, risk posture, and reliability
• Define and own the strategy and roadmap for operating‑memory data products: what customer signals are needed, how they are represented, governed, and retrieved safely, and how they are delivered to the agent and domain agents at the right time.
• Partner with the Channel/Interface team on how memory and context are used in the assistant experience; align on contracts, SLAs, and guardrails to ensure reliability and safe use.
• Lead the development of ML‑powered personalization and next‑best‑action capabilities for marketing and servicing; frame hypotheses, prioritize use cases, and measure impact through experimentation.
• Translate user research and analytics into epics, user stories, and acceptance criteria; manage the product backlog and delivery across discovery, launch, and continuous improvement.
• Collaborate closely with Data Scientists and ML Engineers across the model lifecycle (design, training, evaluation, deployment, monitoring) for LLM/ML‑based solutions.
• Champion an API‑and event‑driven architecture on cloud infrastructure to ensure scalable, reliable delivery of context and signals across channels. Establish and track product KPIs for engagement, quality, and business outcomes; ensure delivery against time, cost, and quality targets.
• Uphold responsible AI and data practices in partnership with risk, privacy, and compliance teams, including consent management, and fairness. Provide people leadership: mentor product managers, foster a culture of experimentation and measurable outcomes, and influence cross‑functional partners

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in product management or a relevant domain area
• Advanced knowledge of the product development life cycle, design, and data analytics
• Proven ability to lead product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management
• Proven product management leadership delivering AI‑powered products to production in customer‑facing environments, in close partnership with Data Scientists and ML Engineers across the model lifecycle.
• Experience defining and shipping data products that support agentic assistants (e.g., operating memory, context, or signals) and integrating them with partner teams that own the channel experience.
• Demonstrated success with ML‑driven personalization and next‑best‑action for marketing and/or servicing, including experimentation (e.g., A/B testing) and outcome measurement.
• Proficient knowledge of the product development life cycle, including discovery, requirements definition, and backlog management (epics, user stories, refinement, PBR, JIRA).
• Strong data literacy and the ability to turn user research, journey insights, and product metrics into decisions and roadmaps that deliver on time, cost, and quality.
• Excellent people leadership and stakeholder management: mentoring product managers and influencing partners across Product, Design, Engineering, Marketing/Servicing, and business teams.
• Experience with API‑first delivery on cloud (e.g., AWS) and coordination across multi‑channel experiences (mobile, web, contact center, branch, marketing). Clear, structured communicator with strong written and presentation skills.

Preferred qualifications, capabilities, and skills

• Demonstrated prior experience working in a highly matrixed, complex organization
• Hands‑on experience with AI/ML and LLMs in production (e.g., agentic assistants, personalization, recommendations), including model evaluation and iteration with Data Science partners.
• Experience with conversational/agentic systems, operating‑memory or context architectures, and recommendation systems for marketing/servicing.
• BS or MS in Engineering, Data Science, or a comparable field of study.
• Knowledge of current digital banking trends and customer experience patterns, and familiarity with privacy, consent, and fairness considerations in AI.