Product Manager; Business Banking Lending Account Management

JP Morgan Chase; Columbus (OH); On-site; USD 110,000 - 160,000; Full time

Job summary

JP Morgan Chase is seeking a Product Manager for Business Banking to own digital servicing journeys and lending-related experiences. You will partner with Technology, Design, Operations, and Risk to improve usability, reduce friction, and deliver measurable improvements in experience and efficiency.

You will define product roadmaps, manage discovery and backlog, and track KPIs such as adoption, satisfaction, and containment while ensuring operational readiness and risk controls are embedded

Qualifications

• 5+ years of product management experience in digital customer experiences, servicing, or account management.
• Ability to deliver customer-facing journeys end-to-end with measurable outcomes.
• Strong partnership with Technology, Design, and Operations; able to drive prioritization.
• Experience defining requirements (epics/stories/acceptance criteria) and backlog management.
• Data-driven mindset with analytics and customer insights to guide decisions.
• Experience with Business Banking lending/loan servicing and/or digital payments/advances journeys.
• Advanced knowledge of product development lifecycle, design, and data analytics.

Responsibilities

• Develops a product strategy and vision that delivers value to customers.
• Manages discovery, market research, and integrates solutions into roadmaps.
• Owns backlog to support the strategic roadmap and value proposition.
• Tracks KPIs like adoption, completion, CSAT, containment, and time-to-resolution.
• Defines and delivers end-to-end journeys for loan accounts, payments, and self-service.
• Drives improvements to navigation, content clarity, and in-product guidance.
• Oversees digital enhancements for payment scheduling, status visibility, and alerts.
• Leads communications improvements for clarity and timeliness within the app.
• Partners with Tech and Design through discovery, prototyping, and UAT activities.

Skills

Product management

Digital user journeys

Cross-functional partnership

Backlog management

Data-driven analytics

Lending/loan servicing knowledge

Payments & self-service journeys

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.

As a Product Manager in Business Banking, you will oversee key account management capabilities and continuous improvements for Business Banking customers who access lending products and manage their account activities. This role owns the customer-facing digital servicing experience across core journeys (e.g., payments, advances, communications, and self-service), partnering with Technology, Design, Operations, and Risk/Controls to improve discoverability, reduce friction, and deliver measurable improvements in experience, containment, and servicing efficiency.

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, prioritize, and deliver end-to-end customer journeys for Business Banking loan account management, including payments, advances, account activity, and self-service servicing actions.
• Drive improvements that make key actions and information easier to find and complete (navigation, content clarity, information architecture, in-product guidance, and contextual help).
• Own digital enhancements for payment scheduling/execution, payment issue resolution, and advances experiences, including status visibility and confirmation flows.
• Lead improvements to communications (in-app messaging, notifications, alerts, statement/document access, and preference management) to increase clarity, timeliness, and actionability.
• Define and track KPIs such as adoption, task completion, customer satisfaction, containment/deflection, time-to-resolution, contact drivers, and defects/incidents impacting the digital experience.
• Ensure solutions meet operational readiness and control expectations; partner with Operations and Risk/Controls on exception handling, disclosures, auditability, and issue resolution processes.
• Partner with Technology and Design through discovery, journey mapping, prototyping, iterative testing, and delivery; coordinate UAT, release readiness, and post-launch monitoring.

Required qualifications, capabilities, and skills

• 5+ years of product management experience in digital customer experiences, servicing, or account management.
• Demonstrated ability to deliver customer-facing journeys end-to-end with measurable outcomes.
• Strong partnership skills with Technology, Design, and Operations; comfort driving prioritization and trade-offs
• Experience defining requirements (epics/stories/acceptance criteria) and managing a backlog against a roadmap.
• Data-driven mindset with experience using analytics and customer insights to guide decisions.
• Experience with Business Banking lending/loan servicing and/or digital payments/advances journeys.
• Advanced knowledge of the product development life cycle, design, and data analytics
• Familiarity with digital communications/notifications, discoverability/content improvements, and delivery in a regulated environment.
• Proven ability to lead product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management

Preferred qualifications, capabilities, and skills

• Demonstrated prior experience working in a highly matrixed, complex organization