Elevate your career by spearheading transformative AI-driven customer service innovations at JPMorgan Chase, while collaborating with top-tier experts and enhancing millions of customer experiences.
As a Product Manager within Machine Learning & Intelligence Operations team, you will define the strategy for your product, design, and execute on the product roadmap while embracing Agile methodology and best practices. You will lead cross-functional teams comprising technologists, data scientists, researchers, designers, and analytics members to modernize the service experience for tens of millions of customers. Your relentless focus on the customer and employee experience will help establish the team’s priorities to maximize the value of the product and the work of the modeling and development teams.
This role will spearhead customer service transformation and personalization initiatives for the bank. The MLIO team is dedicated to developing innovative solutions using AI, machine learning, and a design-thinking approach to significantly enhance both customer and employee experiences.
Job Responsibilities:
- Define the product strategy, roadmap, prioritization, and backlog for machine learning applications.
- Analyze contact volumes and customer journey/friction points across various channels to drive product feature prioritization.
- Lead agile product teams that include product managers, data scientists, machine learning engineers, and data analytics members.
- Manage existing product features and actively lead the research, definition, and development of new features to advance the product roadmap and performance.
- Maximize product value delivered through backlog creation, management, and prioritization of epics and user stories.
- Partner with user research and business/operations teams to analyze and ideate customer experience, behavior, and improvement opportunities.
- Prioritize strategies and solutions to enhance self-service utilization and reduce customer contact volume.
- Collaborate with Controls/Risk, Audit, Compliance, Data & Model Governance, and Technology to ensure readiness to deliver on the product roadmap.
- Stay abreast of industry trends, emerging technologies, and best practices in AI and machine learning to continuously improve product offerings.
- Foster a culture of innovation, collaboration, and continuous improvement within the team.
Required qualifications, capabilities and skills
- 10+ years of experience in Technical Product Management, ideally with AI/ML-related products.
- Proven experience leading multi-disciplinary teams in a large, matrixed organization and fast-paced agile development environment.
- Demonstrated ability to make strategic decisions while candidly challenging the status quo to drive the right employee and customer outcomes.
- Applied experience in a variety of AI and machine learning techniques and technologies.
- Strong technical acumen: ability to independently manage large and complex relationships with internal technology partners.
- Ability to harness data and the power of analytics and customer insights for comprehensive strategy planning.
- Excellent communicator with the ability to fluidly interact with senior leaders, key stakeholders, employees, and third-party vendors.
- Strong problem-solving skills and the ability to think creatively and strategically.
Preferred qualifications, capabilities and skills
- Preferred: Experience working in or with customer service operations
- Experience with cloud-based AI/ML platforms and tools is a plus.
- Advanced degree in Computer Science, Engineering, Data Science, or a related field is preferred
Why Join Us:
- Be part of a forward-thinking team that is at the forefront of AI and machine learning innovation.
- Work on impactful projects that transform customer and employee experiences.
- Collaborate with a diverse and talented team of professionals.
- Enjoy a dynamic and inclusive work environment that fosters growth and development.
If you are passionate about leveraging AI and machine learning to drive customer service transformation and have a proven track record in product management, we encourage you to apply.
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
