Product Director - Manage & Service

J.P. Morgan; New York (NY); On-site; USD 180,000 - 260,000; Full time

Job summary

J.P. Morgan seeks a Product Director to lead a digital self-service strategy and shape a customer-centric product group.

You will partner with senior leaders, drive omnichannel experiences, and deliver measurable outcomes at scale while aligning with data and operations teams. You will own the app adoption strategy, govern a portfolio of Servicing, Profile, and Account features, and reduce contact center load through proactive customer engagements.

Qualifications

• 8+ years delivering products or technology applications.
• Deep knowledge of product development lifecycle, design, and data analytics.
• Ability to influence the adoption of lifecycle activities (discovery, ideation, strategic development, requirements definition, and value management).
• Experience driving change within organizations and managing stakeholders across multiple functions.
• Technical fluency to partner with engineering on platform strategy and execution.
• Demonstrated executive presence with a track record of influencing senior stakeholders.
• End-to-end ownership of a platform including vision, standards, adoption, governance, and performance.

Responsibilities

• Oversees the product roadmap, vision, development, execution, risk management, and business growth targets.
• Leads the product life cycle through planning, execution, and future development while adapting, developing new products and methodologies, and managing costs, features, and reliability.
• Mentors the product team on best practices, including solution generation, market research, and prototyping methods.
• Owns product performance and invests in enhancements to achieve business objectives.
• Monitors market trends, conducts competitive analysis, and identifies opportunities for differentiation.
• Sets the digital self-service strategy to reduce customer calls and costs, across channels.
• Drives the Manage & Service roadmap across multiple modules and guardrail targets.
• Manages stakeholder partnerships end-to-end from ideation to post-mortem learnings.
• Streamlines authentication experience across assisted and non-assisted channels.
• Leads app adoption strategy and delivers measurable self-service outcomes across public channels and app stores.
• Provides direction and momentum to a driven team of product managers.

Skills

Product lifecycle

Data analytics

Stakeholder mgmt

Executive presence

Platform ownership

Omnichannel

Digital strategy

Job description

Ignite your passion for product innovation by leading customer-centric development, inspiring solutions, and shaping the future with your strategic vision and influence. Step into a role where you set the digital self-service strategy and directly shape how customers manage their banking relationship. You will lead a newly formed product group, partner with senior leaders, and deliver measurable outcomes at scale. Here, your platform leadership and servicing expertise turn ambitious goals into real customer impact.

As a Product Director in Manage & Service, you lead innovation through the development of products and features that delight customers. As a leader on the team, you leverage your advanced capabilities to challenge traditional approaches, remove barriers to success, and foster a culture of continuous innovation that helps inspire cross-functional teams create groundbreaking solutions that address customer needs. You own the digital self-service strategy with a mandate to reduce a meaningful portion of customer phone calls, setting the approach and driving a portfolio of tactics spanning digital adoption initiatives and closing key self-service feature gaps. Partnering closely with Data and Operations, you identify and address the needs of customers who are hesitant to self-serve, developing targeted interventions that move them toward mobile engagement while streamlining and standardizing the authentication experience across assisted and non-assisted channels. This role reports directly to the Head of Channel Experiences Product Managing Director.

As the mobile app becomes the primary way customers securely authenticate and bank with us in an omnichannel environment, you lead the app adoption strategy and deliver measurable self-service outcomes across public channels, app stores, and related domains. You lead a newly formed Manage & Service Area Product Group responsible for evolving a set of Servicing, Profile, and Account features into a simpler, more consistent, and more proactive customer experience - helping customers manage their relationship with us, stay ahead of potential interruptions, and do so at greater scale in close alignment with agentic capabilities. You bring a deep awareness of key digital and customer experience trends, including personalization and emerging agentic experiences, and translate them into shared patterns and guardrails at scale.

Job responsibilities

• Oversees the product roadmap, vision, development, execution, risk management, and business growth targets
• Leads the entire product life cycle through planning, execution, and future development by continuously adapting, developing new products and methodologies, managing risks, and achieving business targets like cost, features, reusability, and reliability to support growth
• Coaches and mentors the product team on best practices, such as solution generation, market research, storyboarding, mind-mapping, prototyping methods, product adoption strategies, and product delivery, enabling them to effectively deliver on objectives
• Owns product performance and is accountable for investing in enhancements to achieve business objectives
• Monitors market trends, conducts competitive analysis, and identifies opportunities for product differentiation
• Sets and defines the digital self-service strategy that will reduce a meaningful portion of customer phone calls and operating costs
• Drives the Manage & Service roadmap across Communication Preferences, Profile Management, Card Management, interruptive servicing messaging, and Support & Contact hubs, including Consumer & Community Banking-wide guardrail targets across digital channels
• Manages multiple stakeholder partnerships end-to-end, from ideation and value story through refinement, design, delivery, and post-mortem learnings
• Streamlines and standardizes the authentication experience to reduce friction for customers across assisted and non-assisted channels
• Leads the app adoption strategy and delivers measurable self-service outcomes across public channels, app stores, and related domains
• Provides direction, energy, and momentum to a driven team of product managers

Required qualifications, capabilities, and skills

• 8+ years of experience or equivalent expertise delivering products, projects, or technology applications
• Extensive knowledge of the product development life cycle, technical design, and data analytics
• Proven ability to influence the adoption of key product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management
• Experience driving change within organizations and managing stakeholders across multiple functions
• Technical fluency required to partner effectively with engineering and architecture leaders on platform strategy and execution
• Demonstrated executive presence with a proven track record of influencing senior stakeholders and aligning cross-functional teams around shared platforms and standards
• Comprehensive understanding of what it means to operate as the end-to-end owner of a platform, including vision, standards, adoption, governance, and performance

Preferred qualifications, capabilities, and skills

• Recognized thought leader within a related field
• Passionate about digital customer experiences, with specific focus on enabling customers with seamless experiences
• Proven knowledge of the financial services space
• Digital enthusiast and early technology adopterOmnichannel experience across digital financial services

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.

Define the product roadmap, inspire a high-performing team, and monitor market trends to shape product innovations.