Product Delivery Manager, Knowledge Management

JPMorgan Chase Consumer and Community Bank (CCB) is searching for a talented and highly motivated leader to join the Machine Learning & Intelligent Operations (MLIO) team as Product Delivery Manager to lead the delivery of the Knowledge Management Area Product across CCB Operations. The MLIO team is responsible for developing innovative solutions, using Artificial Intelligence (AI), Machine Learning (ML), and design-led approach to drastically enhance the customer and employee experience.

As a Product Delivery Manager within the Knowledge Management team of the Machine Learning Intelligence Operation (MILO) group, you will execute the product roadmap, adhering to Agile methodology and industry best practices. You will lead cross-functional teams to enhance and optimize the user experience for our vast customer base and employees. Your focus will be on improving the customer and employee experience by setting team priorities and developing efficient solutions for successful implementations.

Consumer & Community Banking (CCB) Operations Product organization provides critical cross-line of business support across JPMC and serves as one of the largest product portfolios in CCB, delivering value to millions of customers and over 30,000 employees. As a product team member, your problem-solving skills will place you on the cutting edge of defining the vision, creating the strategy and building the roadmap to solutions that impact millions. Along the way, you’ll develop a deep, end-to-end understanding of the business and find an inclusive culture that welcomes diverse ideas and supports your individual growth and career mobility.

To be eligible for this position, you must be authorized to work in the United States. We do not offer any type of employment-based immigration sponsorship for this position. Likewise, JPMorgan Chase & Co., will not provide any assistance or sign any documentation in support of any other form of immigration sponsorship or benefit including optional practical training (OPT) or curricular practical training (CPT).

Job responsibilities

• Collaborate with Product Owner and senior product owners to develop, execute, and deliver on the Knowledge Management product strategy and roadmap, prioritize the backlog, and drive the product vision
• Manages discovery efforts and market research to uncover customer solutions and integrate them into the product roadmap
• Owns, maintains, and develops a product backlog that enables development to support the overall strategic roadmap and value proposition
• Builds the framework and tracks the product's key success metrics such as cost, feature and functionality, risk posture, and reliability
• Lead Agile product team(s) comprised of product analysts, data scientists, machine learning engineers, and data analytics members
• Lead the enhancement of product features and performance by actively researching, defining, and developing improvements, and measuring customer outcomes against objectives and key results
• Collaborate with user research and business/operations teams to analyze and improve customer experience, focusing on strategies to increase self-service, reduce service call volumes, and enhance employee productivity
• Continually drive products 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 JPMorganChase

Required qualifications, capabilities and skills

• 5 years of experience or equivalent expertise in Product Management 
• 3 years of experience or equivalent expertise in Knowledge Management, product optimization, data analysis in complex cross-functional environment
• Advanced knowledge and proven ability to lead the product development life cycle, including discovery, ideation, strategic development, requirements definition, and value management
• Ability to thrive in a fast-paced, innovative, collaborative and cross-functional environment
• Demonstrated strategic thinking and problem-solving skills, with strong leadership experience in agile/scrum teams
• Excellent written and verbal communication skills: able to visualize and present facts, thoughts and ideas in a clear, concise and convincing manner to senior stakeholders
• Strong understanding of AI-powered systems (e.g. LLM’s, content strategy, and enterprise knowledge platforms)
• Strong Analytical Skills to assimilate information and distill into executive presentations
• Minimum BS or equivalent level of education/experience required

Preferred qualifications, capabilities, and skills

• Advanced knowledge / familiarity with Knowledge Management systems, methodologies, and processes
• Experience working in or with customer service operations / contact centers
• Strong leadership skills and experience working in agile/scrum teams preferred