Senior Product Delivery Lead — AI-Driven Onboarding

Testing Site - JPMC; Tampa (FL); Presencial; USD 120.000 - 170.000; Jornada completa

Descripción de la vacante

Testing Site - JPMC is seeking a Senior Product Delivery Associate to drive stable, scalable product delivery and enable AI-driven improvements across onboarding, servicing, and contact center journeys. You will partner with cross-functional teams to translate operational challenges into actionable initiatives and write clear user stories with acceptance criteria.

You will lead interview-driven discovery, design agent-assisted workflows, and define evaluation standards to ensure high-quality,

Formación

• 3+ years of experience in product management or a relevant domain area.
• Experience executing operational management and change readiness activities.
• Experience in product deployment processes.
• 5+ years of experience in product ownership, business analysis, service design, consulting, or operations within financial services or a regulated environment.
• Strong functional understanding of client onboarding, servicing, and/or contact center operations.
• Proven ability to translate business problems into clear, measurable requirements and acceptance criteria.
• Hands-on experience designing prompts, defining evaluation criteria, and operating human-in-the-loop review in pilot or production AI use cases.
• Familiarity with common AI capability patterns (retrieval grounded assistants, summarization, classification, document extraction) and when to apply rules, retrieval, or learning.
• Command of onboarding and service metrics and levers: cycle time, exceptions, containment, FCR, AHT, ASA, abandon, QA, CSAT/NPS.
• Experience interpreting offline evaluation results and online experiment outcomes to drive decisions.
• Excellent stakeholder management across Operations, Contact Center, Product, Data, Technology, Risk, and Compliance.

Responsabilidades

• Lead interviews, call listening, and journey mapping across onboarding, servicing, and contact center channels (voice, chat, email, self-service)
• Translate operational pain points into clear hypotheses with measurable business outcomes, including cycle time, exception rates, containment, FCR, AHT, ASA, abandon rates, QA pass rates, and CSAT/NPS
• Prioritize opportunities based on value, feasibility, risk, and client impact, defining success criteria and guardrails
• Collaborate with Operations, Product, and Risk to ensure solutions address real workflow friction
• Design structured prompt patterns and interaction flows for agent assist, case triage, classification, summarization, and document processing
• Specify retrieval and grounding approaches, define expected AI behaviors, and establish escalation criteria
• Write user stories that define inputs, outputs, edge cases, and acceptance criteria grounded in operational reality
• Create evaluation rubrics covering quality, factuality, helpfulness, safety, tone, and compliance
• Build and maintain curated test sets with clear error taxonomies and severity definitions
• Define offline evaluation standards and support online experiments (A/B tests, champion challenger)
• Design Human-in-the-Loop workflows, reviewer guidelines, calibration routines, and QA sampling methods

Conocimientos

Product management

Operational management

Change readiness

Product deployment

Product ownership

Business analysis

Service design

Operations

Herramientas

BI tools

SQL

KPI dashboards

Descripción del empleo

Testing Site - JPMC is seeking a Senior Product Delivery Associate to drive stable, scalable product delivery and enable AI-driven improvements across onboarding, servicing, and contact center journeys. You will partner with cross-functional teams to translate operational challenges into actionable initiatives and write clear user stories with acceptance criteria.

You will lead interview-driven discovery, design agent-assisted workflows, and define evaluation standards to ensure high-quality,