Lead the roadmap for enterprise contact center platforms, defining outcomes, metrics, and secure, reliable delivery.
As a Product Manager, Enterprise Communication Platforms at JPMorganChase within Corporate Technology and the Contact Center Product Line, you will own the end-to-end success of contact center capabilities that help employees serve customers more effectively in a hybrid, global environment. You will partner with internal customers to design and integrate Amazon Connect workflows into business applications and operating processes, ensuring solutions are valuable, viable, and measurable. You will define outcomes, prioritize the product backlog, and align stakeholders to deliver reliable, secure, and high-quality experiences at enterprise scale.
Job responsibilities
- Define and communicate a clear product vision, strategy, and roadmap aligned to long-term business goals and customer needs
- Partner with internal customers and technology teams to design, build, and integrate Amazon Connect workflows into line-of-business applications and operational processes
- Translate customer problems into well-scoped product requirements and prioritized backlog items, balancing value, risk posture, cost, and reliability
- Establish and manage product metrics and success measures, including customer satisfaction, adoption, service levels, and operational performance
- Lead discovery efforts, including user research and industry trend monitoring, to inform near- and long-term product decisions
- Drive cross-functional delivery alignment across engineering, operations, risk and controls, and business partners to ensure consistent execution
- Oversee product readiness and go-to-market planning, including communications, enablement, and adoption plans for internal customers
- Create an environment that supports responsible experimentation, rapid learning cycles, and continuous improvement
- Facilitate senior stakeholder engagement and governance, setting expectations, communicating tradeoffs, and providing transparent status reporting
Required qualifications, capabilities and skills
- Formal training or certification on product engineering concepts and 5+ years applied experience
- Proven experience as a technology product manager in a large, matrixed enterprise environment with end-to-end product ownership
- Demonstrated ability to translate complex customer needs into clear requirements, prioritized backlogs, and measurable outcomes
- Experience delivering contact center and telephony solutions, including workflow design and integration with business applications
- Strong understanding of modern software delivery practices, including Agile methodologies and product lifecycle management
- Ability to define, track, and act on product performance metrics such as adoption, customer satisfaction, service levels, cost, and reliability
- Strong written and verbal communication skills, with the ability to influence senior stakeholders and align cross-functional teams on decisions and tradeoffs
- Demonstrated strength in stakeholder management, building trust-based partnerships, and driving alignment across diverse partner groups
- Experience writing clear user stories and acceptance criteria using industry-standard notation
Preferred qualifications, capabilities and skills
- Working knowledge of Amazon Connect
- Experience building or integrating enterprise contact center platforms with case management, customer relationship management, or workflow orchestration tools
- Familiarity with service management concepts, including service level objectives/service level agreements, incident/problem management, and operational readiness
- Experience applying data and analytics to product decisions, including experimentation, A/B testing, or funnel analysis
- Exposure to artificial intelligence and machine learning use cases in customer service, workforce engagement, or operational intelligence
- Relevant product management or cloud certifications (for example, product management credentials or cloud platform certifications) solutions that will not only transform the financial services industry, but also change the world.
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
Skills Required
- Formal training or certification in product engineering concepts
- 5+ years of applied experience
- Experience as a technology product manager in a large, matrixed enterprise environment
- End-to-end product ownership experience
- Ability to translate customer needs into requirements, prioritized backlogs, and measurable outcomes
- Experience delivering contact center and telephony solutions
- Experience designing workflows and integrating them with business applications
- Understanding of modern software delivery practices, Agile methodologies, and product lifecycle management
- Ability to define and manage product performance metrics
- Strong written and verbal communication skills
- Ability to influence senior stakeholders and align cross-functional teams
- Stakeholder management and partnership-building experience
- Experience writing user stories and acceptance criteria using industry-standard notation
- Working knowledge of Amazon Connect
- Experience integrating enterprise contact center platforms with case management, CRM, or workflow orchestration tools
- Familiarity with service management concepts, including SLOs, SLAs, incident management, problem management, and operational readiness
- Experience applying data and analytics to product decisions
- Experience with experimentation, A/B testing, or funnel analysis
- Exposure to artificial intelligence and machine learning use cases in customer service or operations
- Relevant product management or cloud certifications
JPMorganChase Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about JPMorganChase and has not been reviewed or approved by JPMorganChase.
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Healthcare Strength — Medical, dental, vision, and mental-health coverage are broad, with wellness incentives, on-site or virtual care, and an EAP offering coaching and counseling. Plan materials emphasize accessible options, including multiple medical choices and tools to manage costs.
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Parental & Family Support — Paid parental leave extends up to 16 weeks for all parents, supplemented by paid Critical Caregiver Leave. Family resources include backup childcare via Bright Horizons, lactation support and milk-shipping, family-building assistance, and even a free five-month SNOO rental for newborns.
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Retirement Support — Retirement programs include a 401(k) with an annual company match and automatic pay credits for most employees, with a legacy pension available to earlier hires. An Employee Stock Purchase Plan at a 5% discount further supports long-term savings.
JPMorganChase Insights
What We Do
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Technology fuels every aspect of our company and is at the heart of everything we do. With over 50,000 technologists globally and an annual tech spend of $12 billion, we are dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. Learn more about technology at our firm, explore resources from our Distinguished Engineers, AI & ML researchers, and other experts; access the latest episode of our TechTrends podcast, and more at www.jpmorgan.com/technology. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. ©2023 JPMorgan Chase & Co. All rights reserved. JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans.
Why Work With Us
Our technologists work on a diverse range of solutions that include strategic technology initiatives, big data, mobile, electronic payments, machine learning, cybersecurity, enterprise cloud development, and other state-of-the-art technologies.
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