Product Manager, Voice Operations & Strategy

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

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.