Product Manager, Enterprise Contact Center Platforms

JPMorganChase; Plano (TX); On-site; USD 120,000 - 150,000; Full time

Job summary

JPMorganChase in Plano, TX is seeking a Product Manager for Enterprise Communication Platforms. You will own end-to-end product success for contact center capabilities and drive hybrid, global delivery.

You will partner with internal customers to design and integrate Amazon Connect workflows, define outcomes and metrics, and align stakeholders to deliver secure, scalable experiences at enterprise scale.

Qualifications

• Formal training or certification on product engineering concepts and 5+ years applied experience
• Proven experience as a technology product manager in a large, matrixed enterprise environment with end-to-end product ownership
• Demonstrated ability to translate complex customer needs into clear requirements and measurable outcomes
• Experience delivering contact center and telephony solutions with workflow design and integration
• Understanding of Agile methodologies and product lifecycle management
• Ability to define, track, and act on product performance metrics such as adoption and reliability
• Strong written and verbal communication skills for senior stakeholders
• Experience in stakeholder management and cross-functional alignment

Responsibilities

• Define and communicate a clear product vision, strategy, and roadmap aligned to long-term goals and customer needs
• Partner with internal customers and technology teams to design, build, and integrate Amazon Connect workflows into line-of-business applications
• Translate customer problems into well-scoped product requirements and prioritized backlog items
• Establish and manage product metrics and success measures, including customer satisfaction and operational performance
• Lead discovery efforts, including user research and industry trend monitoring
• Drive cross-functional delivery alignment across engineering, operations, risk and controls, and business partners
• Oversee product readiness and go-to-market planning for internal customers
• Create an environment for experimentation and continuous improvement
• Facilitate senior stakeholder engagement and governance with transparent status reporting

Skills

Product management

Roadmap leadership

Stakeholder alignment

Agile methodologies

Communication skills

Requirements writing

Tools

Amazon Connect

Job description

JPMorganChase in Plano, TX is seeking a Product Manager for Enterprise Communication Platforms. You will own end-to-end product success for contact center capabilities and drive hybrid, global delivery.

You will partner with internal customers to design and integrate Amazon Connect workflows, define outcomes and metrics, and align stakeholders to deliver secure, scalable experiences at enterprise scale.