Senior Operations Lead: Production Stability & Governance

JPMorgan Chase & Co.; Wilmington (DE); On-site; USD 120,000 - 170,000; Full time

Job summary

JPMorgan Chase & Co. in Wilmington, Delaware, seeks a hands-on Business Support Manager in Communication Services within CCB to lead day-to-day production support, ensure stability, and own end-to-end operations for document processing.

You will drive governance, risk and controls, set priorities, track metrics, and collaborate with engineering and product teams to improve release reliability and reduce incidents. This role requires strong leadership and communication with executives.

Qualifications

• Minimum 5 years in technology operations, production support, or similar.
• Proven leadership in incident management with stakeholder communications.
• Experience owning operational controls and collaborating with risk, audit and compliance partners.
• Experience leading release/build coordination and improving deployment reliability.
• Strong ability to define and manage operational metrics and SLAs.

Responsibilities

• Lead day-to-day production support across critical platforms, ensuring service stability and rapid restoration.
• Direct incident management, including triage, communications, escalation, and post-incident follow-up.
• Own operational governance and controls execution, ensuring evidence and attestations are completed on time.
• Drive end-to-end operations for document and letter processing services, improving timeliness and accuracy.
• Improve deployment reliability through standardized release readiness and automated checks.
• Reduce recurring incidents by driving root-cause remediation with clear owners.
• Establish and report operational metrics to stakeholders.
• Prioritize operational work against risk and customer impact.
• Partner with upstream/downstream teams to improve resiliency and reduce handoffs.
• Coach and develop team members with accountability and continuous improvement.

Skills

Incident management

Leadership

Operational metrics

Stakeholder communication

Change/release coordination

Governance & controls

Runbooks

Team coaching

Risk & compliance

Tools

Monitoring tools

Automation tooling

Executive dashboards

Job description

JPMorgan Chase & Co. in Wilmington, Delaware, seeks a hands-on Business Support Manager in Communication Services within CCB to lead day-to-day production support, ensure stability, and own end-to-end operations for document processing.

You will drive governance, risk and controls, set priorities, track metrics, and collaborate with engineering and product teams to improve release reliability and reduce incidents. This role requires strong leadership and communication with executives.