Job Description A s an experienced Customer Success professional, you thrive at identifying, communicating, and working to address customer needs for the Cyber Operations Product Team. You have strong communication and collaboration skills to build relationships with key stakeholders and drive consensus for the firm. You have a keen ability to establish and manage governance structures, broad-based communications, and digital ecosystems to communicate Product priorities and capabilities as well as market the Product to its customers. You'll act as the interface between internal Product, Engineering, Architecture, and Operations personnel and customers, stakeholders, and critical partners. This role is a terrific opportunity to develop your leadership skills and make lasting connections throughout JPMorgan Chase & Co.
Key Requirements:

• BS/BA degree or equivalent experience
• 5-7 years of experience in Customer Success, Chief of Staff, and/or User Experience roles across Product organizations
• Outstanding communication and interpersonal skills, with keen attention to detail and ability to present professionally and accurately
• Proactive self-starter, comfortable working independently and able to consistently deliver high quality results under pressure
• Strong time management, able to multi-task and complete complex deliverables while managing conflicting priorities
• A customer-centric problem solver able to think strategically and identify opportunities to enhance existing processes
• A proven collaborator and negotiator able to build relationships with high-performing teams and individuals to accomplish common goals
• Preferred: Basic knowledge of Cybersecurity, Confluence, JIRA and Web Design

Key Responsibilities:

• Define and implement a Customer Success Strategy for the Cyber Operations Product Team that meets the needs of Customers and Key Stakeholders
• Manage and deliver all Product-wide communications including Quarterly Newsletters, Annual Letters to Stakeholders, and Customer/team Listening Strategies
• Lead Product-wide Governance Structures including Quarterly Business Reviews and Product Cabinets
• Build and manage all digital content for the Product to communicate key capabilities and services, enhance Product marketing, and measure improvement in engagement
• Partner with the internal User Experience team to simplify and enhance customer user journeys
• Coordinate across multiple teams spanning from Product, Engineering, Operations, and Architecture leads, as well as control domain authorities, oversight groups, and others to manage key deliverables and milestones
• Ensure stakeholder engagement, accurate and detailed status updates, and issue escalation to the broader organization and other senior leaders as needed
• Analyze large sets of data, identify themes and present back to leadership as needed

About Us:
JPMorgan Chase & Co., 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.
When you work at JPMorgan Chase & Co., you're not just working at a global financial institution. You're an integral part of one of the world's biggest tech companies. In 20 technology centers worldwide, our team of 50,000 technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $10B+ annual investment in technology enables us to hire top talent to create innovative solutions that are transforming the financial services industry.
About Us JPMorgan Chase & Co., 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be 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.
Equal Opportunity Employer/Disability/Veterans
About the Team The Cybersecurity & Technology Controls group at JPMorgan Chase aligns the firm's cybersecurity, access management, controls and resiliency teams. The group proactively and strategically partners with all lines of business and functions to enable them to design, adopt and integrate appropriate controls; deliver processes and solutions efficiently and consistently; and drive automation of controls. The group's number one priority is to enable the business by keeping the firm safe, stable and resilient.
High Risk Roles (HRR) are sensitive roles within the technology organization that require high assurance of the integrity of staff by virtue of 1) sensitive cybersecurity and technology functions they perform within systems or 2) information they receive regarding sensitive cybersecurity or technology matters. Users in these roles are subject to enhanced pre-hire screening which includes both criminal and credit background checks (as allowed by law). The enhanced screening will need to be successfully completed prior to commencing employment or assignment.