Product Manager, Core Card Customer Experience

JPMorganChase; New York (NY); On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

Health care coverage

On-site health centers

Retirement savings plan

Tuition reimbursement

Mental health support

Job summary

Chase is seeking a Service Communications Product Manager to lead cross-card communications strategy in Core Card Customer Experience. You will align partners, manage dependencies, and drive initiatives from discovery through delivery in a fast-moving, regulated environment.

You will shape how millions of customers understand and resolve servicing issues digitally, delivering executive-ready materials and a customer-centric roadmap that ties improving self-service to measurable business outcomes.

Qualifications

• 5+ years of product management, delivery, or related experience in financial services.
• Advanced knowledge of product development lifecycle and data analytics.
• Proven ability to lead end-to-end product work from discovery to delivery and iteration.
• Experience collaborating with UX design and research teams.
• Experience authoring business requirements and user stories in Agile environments.
• Experience building and managing product roadmaps and backlogs.
• Strong analytical skills with product metrics, funnels and KPIs.
• Strong written and verbal communication for executive audiences.
• Experience in regulated environments with Legal, Risk, Compliance, or Privacy partners.
• Bachelor's degree or equivalent practical experience.

Responsibilities

• Shape and evolve the service communications strategy and roadmap to improve customer awareness and enable digital self-service.
• Connect customer problems and business priorities to identify roadmap opportunities.
• Lead discovery to uncover pain points and align stakeholders on impactful communication solutions.
• Coordinate cross-functional requirements across servicing, design, card, and digital product teams.
• Manage dependencies and establish delivery plans across supporting products and teams.
• Identify, assess, and mitigate delivery risks; bring partners together to maintain momentum.
• Build operating routines with transparency into initiative health, milestones, risks, and decisions.
• Develop executive-ready materials summarizing roadmap progress and opportunities.
• Partner with Legal, Compliance, Risk, and Controls to mitigate risks throughout the product lifecycle.
• Identify and implement improvements to cross-team ways of working and delivery processes.

Skills

Cross-functional leadership

Strategic thinking

Agile delivery

Executive communication

Analytics & metrics

Stakeholder management

Regulated environment

Product lifecycle

Education

Bachelor's degree or equivalent practical experience

Job description

Job Description

You'll shape how millions of customers understand and resolve their servicing needs through clear, coordinated, and timely experiences. Join a team where your work directly connects customer empathy with measurable business outcomes.

Job Description

You'll shape how millions of customers understand and resolve their servicing needs through clear, coordinated, and timely experiences. Join a team where your work directly connects customer empathy with measurable business outcomes. As a Service Communications Product Manager in Core Card Customer Experience Product, you will lead strategy and delivery for a cross-card communications roadmap that helps customers understand and resolve servicing issues digitally. You'll align partners, manage complex dependencies, and drive initiatives from discovery through delivery in a fast-moving, regulated environment.

Job responsibilities

• Shape and evolve the service communications strategy and roadmap to improve customer awareness, enable digital self-service, and reduce avoidable servicing contacts
• Connect customer problems, servicing insights, and business priorities to identify, size, and sequence roadmap opportunities
• Lead discovery efforts to uncover customer pain points, define target segments, and align stakeholders on impactful communication solutions
• Drive cross-functional requirements alignment across servicing, design, card, and digital product teams to produce clear, actionable delivery requirements
• Manage dependencies across supporting products and teams by coordinating intake, clarifying ownership, establishing delivery plans, and resolving blockers
• Identify, assess, and elevate delivery risks and issues; bring the right partners together to make decisions and maintain momentum
• Build and maintain operating routines that provide transparency into initiative health, milestones, risks, and decisions
• Develop executive-ready materials that synthesize complex topics and communicate roadmap progress, opportunities, and recommendations
• Partner with Legal, Compliance, Risk, and Controls to proactively identify and mitigate operational and technology risks throughout the product lifecycle
• Identify and implement improvements to cross-team ways of working, delivery processes, and operating routines

Required Qualifications, Capabilities, And Skills

• 5+ years of product management, product delivery, or related experience, including leading complex cross-functional initiatives in financial services
• Advanced knowledge of the product development lifecycle, design practices, and data analytics
• Proven ability to lead end-to-end product work from discovery and ideation through delivery, measurement, and iteration
• Experience collaborating with user experience design and research teams
• Experience authoring business requirements, defining user stories, and working within an Agile delivery framework
• Experience building and managing a product roadmap and backlog aligned to business objectives
• Strong analytical skills, including using product metrics, funnel analysis, customer insights, and key performance indicators to prioritize and evaluate outcomes
• Strong written and verbal communication skills, including developing executive-ready materials and communicating risks and recommendations to senior stakeholders
• Experience operating in a regulated or risk-based environment with Legal, Compliance, Risk, Controls, Privacy, or Information Security partners
• Bachelor's degree or equivalent practical experience

Preferred Qualifications, Capabilities, And Skills

• Experience developing or delivering customer communications, digital servicing experiences, or proactive customer engagement strategies
• Background in credit cards, consumer banking, payments, or another complex financial services environment
• Experience using experimentation and iterative delivery to optimize customer and business outcomes
• Track record of delivering measurable improvements in customer experience, digital self-service, operational efficiency, or cost to serve
• Experience aligning multiple teams to shared platforms, capabilities, and dependencies in a scaled organization

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.

About Us

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

About The Team

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.

We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.