Senior Associate Product Delivery - Business Enablement

Job Description

Be at the heart of transforming visions into market-ready products, while you navigate through and solve complex challenges. In this dynamic environment, you ensure smooth product delivery and support change initiatives, marking a significant step in your career growth and innovation journey.

As a Senior Product Delivery Associate within the Client Onboarding and Service (COS) Product team, you are trusted with enabling the delivery of products in a stable and scalable way. You will work with cross-function teams, build key relationships, and enable the product to continuously deliver value. You will identify and deliver impactful solutions across onboarding, servicing, and contact center journeys. You will partner with cross-functional teams to translate operational challenges into actionable, AI-driven improvements, fostering a culture of innovation and continuous enhancement.

Job Responsibilities

• 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
  
  

Required Qualifications, Capabilities, And Skills

• 3 years of experience or equivalent expertise 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
  
  

Preferred Qualifications, Capabilities, And Skills

• Developed knowledge of the product development life cycle
• Experience building gold sets, error taxonomies, reviewer playbooks, and calibration frameworks
• Working knowledge of retrieval, grounding, and prompt safety patterns; awareness of common failure modes and mitigations
• Familiarity with BI tools and KPI dashboards; ability to interpret analytics or basic SQL outputs
• Background in service blueprinting, Lean/continuous improvement, or change management
• Understanding of model risk management and responsible AI practices in regulated environments
  
  

This position does not support any Visa sponsorship now or in the future

About Us

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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

About The Team

J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.