Trust & Safety Commercialization Operational Product Associate - Payments - Senior Associate

Testing Site - JPMC; Tampa (FL); On-site; USD 65,000 - 95,000; Full time

Job summary

Testing Site - JPMC is seeking a Senior Product Associate in Trust & Safety to accelerate the product pipeline, boost customer adoption, and support a seamless onboarding experience.

You will conduct user research, track metrics, and translate insights into a strategic roadmap while collaborating with Customer Success and other teams to deliver customer value.

Excellent communication, problem-solving, and a solid grasp of the product lifecycle are essential to drive adoption and satisfaction.

Qualifications

• 3+ years of experience in product management or a relevant domain area.
• Strong verbal and written communication skills with the ability to explain complex concepts clearly.
• Ability to troubleshoot basic technical issues and guide customers.

Responsibilities

• Provides customer assistance during regular account meetings, addressing inquiries, troubleshooting challenges, and documenting complex problems.
• Onboards new customers and guides initial product setup and configuration to fit their needs.
• Plans upstream and downstream implications of new features on the overall product experience.
• Supports collection of user research, journey mapping, and market analysis to inform the product roadmap.
• Analyzes product metrics across development life cycle, tracking time, cost, and quality targets.
• Writes requirements, epics, and user stories to support product development.

Skills

Product management

Customer communication

Technical troubleshooting

Product lifecycle

Job description

Unleash your expertise in product development and optimization by leveraging user research, analyzing metrics, and collaborating across one of the world’s most innovative financial organizations.

As a Senior Product Associate in Trust & Safety, you are responsible for accelerating product pipeline, increasing customer adoption, and supporting a seamless product onboarding experience, working closely with the Customer Success team and other cross-functional groups to ensure seamless customer experiences and drive customer satisfaction.

Job responsibilities

• Provides customer assistance during regular account meetings such as addressing inquiries, troubleshooting challenges, and documenting complex problems for the Product team
• Takes new customers through the onboarding process and guides them through the initial setup and configuration of our products to fit their specific needs
• Considers and plans for upstream and downstream implications of new product features on the overall product experience
• Supports the collection of user research, journey mapping, and market analysis to inform the strategic product roadmap and provide insight on potential product features that provide value to customers
• Analyzes, tracks, and evaluates product metrics including work to time, cost, and quality targets across the product development life cycle
• Writes the requirements, epics, and user stories to support product development

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise in product management or a relevant domain area
• Proven experience successfully engaging customers using strong verbal and written communication skills with an ability to articulate complex concepts in a clear and concise manner
• Demonstrated experience in working with technology and the ability to troubleshoot basic technical issues and guide customers through problem-solving steps
• Proficient knowledge of the product development life cycle

Preferred qualifications, capabilities, and skills

• Developing knowledge of data analytics and data literacy
• Experience in product life cycle activities including discovery and requirements definition