Product Manager- Voice IVR

JPMorgan Chase & Co.; Columbus (OH); On-site; USD 110,000 - 160,000; Full time

Job summary

JPMorgan Chase & Co. in Columbus, OH seeks a Product Manager for Voice Business Management Operations to lead the end-to-end product lifecycle and act as the voice of the customer.

You will shape the vision, gather feedback, and drive profitable products that deliver value and superior client experiences. The role emphasizes scalability, resiliency, and collaboration with cross-functional teams to launch products that differentiate in the market and meet business goals.

Qualifications

• 5+ years of experience or equivalent in product management or a relevant domain
• 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
• 10+ years of experience in interaction management, call routing, call flow design and configuration strategies
• Core understanding of Amazon Connect Cloud Contact Center Solutions & Services, with advanced knowledge of design enablement, configuration management, customer journeys and queue & specialist targeting
• Expertise in client and customer relationship management, with ability to build rapport and focus on customer needs
• Experience driving change within organizations and managing stakeholders across multiple functions
• Background in business and technology architecture discipline
• Strong competencies in communications, presentation development, functional and comparative analysis and financial modeling
• Ability to assimilate information and learn new applications and processes and analyze complex systems

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
• Manage discovery efforts and market research to uncover customer solutions and integrate them into the solution interaction management strategies
• Collaborate with cross-functional teams and products to plan and lead product initiatives, fostering a culture of teamwork and partnership to achieve shared goals
• Build and maintain strong relationships with stakeholders, act as a trusted advisor and success enabler
• Own the product performance, ensuring accountability and reliability in achieving business objectives and compiling “wins” for the organization
• Monitor the market trends, conduct competitive analysis, and identify opportunities for product differentiation
• Develop innovative concepts and manage experimentation inclusive of solutions and services that streamline the customer journey, improve specialist targeting, and deliver efficiency
• Develop presentations and communication strategies for consumption across multiple levels of the organization, from Executive Leadership to Front Line Workforce Team Members

Skills

Product management

Lifecycle management

Data analytics

Amazon Connect

Customer journeys

Stakeholder management

Communication skills

Roadmapping

Tools

Amazon Connect

Job description

Consumer & Community Banking (CCB) Operations Product organization provides critical cross-line of business support across JPMC and serves as one of the largest product portfolios in CCB, delivering value to millions of customers and over 30,000 employees. As a product team member, your problem-solving skills will place you on the cutting edge of defining the vision, creating the strategy and building the roadmap to solutions that impact millions. Along the way, you’ll develop a deep, end-to-end understanding of the business and find an inclusive culture that welcomes diverse ideas and supports your individual growth and career mobility.

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 Voice Business Management Operations, 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.

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 such as Product vision, development, execution, risk management, and business growth targets
• Builds the framework and tracks the product's key success metrics such as cost, feature and functionality, risk posture, and reliability
• Manage discovery efforts and market research to uncover customer solutions and integrate them into the solution interaction management strategies
• Collaborate with cross-functional teams and products to plan and lead product initiatives, fostering a culture of teamwork and partnership to achieve shared goals
• Build and maintain strong relationships with stakeholders, action as a trusted advisor and success enabler
• Own the product performance, ensuring accountability and reliability in achieving business objectives and compiling “wins” for the organization
• Monitor the market trends, conduct competitive analysis, and identify opportunities for product differentiation
• Develop innovative concepts and manage experimentation inclusive of solutions and services that streamline the customer journey, improve specialist targeting, and delivers efficiency
• Develop presentations and communication strategies for consumption across multiple levels of the organization, from Executive Leadership to Front Line Workforce Team Members

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
• 10+ years of experience in interaction management, call routing, call flow design and configuration strategies
• Core understanding of Amazon Connect Cloud Contact Center Solutions & Services, with advanced knowledge specific to design enablement, configuration management, customer journeys and queue & specialist targeting.
• Expertise in client and customer relationship management, with the ability to easily build rapport and focus on customer needs
• Experience driving change within organizations and managing stakeholders across multiple functions
• Background in business and technology architecture discipline
• Strong competencies in communications, presentation development, functional and comparative analysis and financial modeling
• Must have the ability easily assimilate information and learn new applications and processes and ability to analyze complex system requirements and present findings to both

Preferred qualifications, capabilities, and skills

• Demonstrated prior experience working in a highly matrixed, complex organization
• Strong analytical and problem-solving skills with a keen attention to detail
• Experience supporting more than one CCB Operations Function/Line of Business

Additional Information

• Visa sponsorship is not available for this position
• Work schedules will be full-time in office, on a 40-hour per week schedule