JOB DESCRIPTION

Shape the future of product delivery while crafting solutions that enhance and optimize customer experiences. Lead end-to-end processes, manage dependencies, and liaise with stakeholders as part of a team at the forefront of innovation.



As a Product Delivery Team Lead in Chase Consumer & Community Bank - Machine Learning Intelligence Operations, you work to enhance and optimize the way Knowledge Management products are delivered to customers. As a key member of the team, you create solutions and efficiencies that enable successful implementations in an expedient and organized way. A successful candidate will be passionate about our mission of delivering knowledge that address the needs of customers and employees who assist customers to solve problems. Fervent in our vision to be the single source of truth for knowledge for customer service. Diligent with data, analytics, and research which drives our designs for solutions that simplify problem resolution and improve satisfaction. Strives to meet customers where they are, in their channel of choice and provides help for customers to self-serve. Focused on improving and simplifying the experience through innovations in machine learning and artificial intelligence to maximize and accelerate benefits.



Job responsibilities

• Responsible for a product area in Machine Learning / Artificial Intelligence to deliver knowledge content via APIs and services suitable to channel (contact center, voice, digital, branches), personalized by persona (agent, specialist, banker, advisor, customer)
• Execute the strategic knowledge management roadmap and continuously refine requirements to deliver collective knowledge services and capabilities to scale
• Continually drive the product towards a meaningful balance between user needs business objectives and technical feasibility
• Facilitate & drive solutions across the organization; working with legal, risk, operations, design and technology teams to prioritize, deliver and align with senior management
• Build relationships with multiple diverse stakeholders across the firm
• Partner with senior product owners to progress the Knowledge Management roadmap; act as voice of the customer and our specialists and drive the product vision in forums where senior product owners are not present

Required qualifications, capabilities, and skills

• 10 to 13 years of product management experience \xe2\x80\x93 including defining user experience needs, writing user stories, creating product value propositions, developing features and benefits and developing roadmaps. Alternatively, 5- 10 years of knowledge management, machine learning / artificial intelligence experience or similar Operations experience
• Experience & comfort working within non-linear design & development processes
• Experience in the design & development of service offerings that span multiple channels and form factors
• Product development using machine learning / artificial intelligence embedded in customer and employee-facing experiences
• Domain knowledge in building products using APIs, SaaS, multi-channel delivery distribution
• Deep knowledge of Agile practices (e.g. Scrum, Kanban, Lean) with experience setting up agile at scale teams (i.e. LeSS models)
• Proven track record of having successfully led agile teams to bring products to market
• Coaching and Team Development \xe2\x80\x93 track record of facilitating high performing, self-directed teams and coaching for results at all levels in an organization.
• Design Thinking \xe2\x80\x93 zero based customer journey design and customer experience implementations.
• Demonstrated Leadership \xe2\x80\x93 Executing change as evidenced by having led cross LOB or functional programs or process improvement initiatives
• Conflict Resolution \xe2\x80\x93 Must be able to facilitate discussion and facilitate alternatives or different approaches. Capable of helping teams to address dysfunctions that may result from teams misinterpreting, ignoring or rejecting Agile and Lean values and principles.

ABOUT US

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world\xe2\x80\x99s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.


We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants\xe2\x80\x99 and employees\xe2\x80\x99 religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.


ABOUT THE TEAM

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We\xe2\x80\x99re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions \xe2\x80\x93 all while ranking first in customer satisfaction.