Product Manager - Machine Learning & Intelligence Operations

Job Description
We are seeking for a talented and highly motivated leader to join the Machine Learning & Intelligent Operations (MLIO) team as Vice President, Product Manager. This role will spearhead transcription and conversational insights 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.
As a Product Manager with Machine Learning & Intelligence Operations, 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.
Job Responsibilities

• Define and champion the product strategy and roadmap for AI/ML-powered customer experience solutions
• Lead cross-functional teams-including technologists, data scientists, designers, and researchers-to deliver cutting-edge products that modernize service experiences
• Analyze customer journeys and friction points to prioritize features that maximize value for both customers and employees
• Manage the product lifecycle using Agile best practices, from ideation through launch and continuous improvement
• Partner with user research, business, operations, risk, compliance, and technology teams to ensure readiness and excellence in delivery
• Monitor industry trends and emerging technologies to keep our products and team at the leading edge
• Build a culture of innovation, collaboration, and continuous learning within your team

Required Qualifications, Capabilities, and Skills

• 6+ years in technical product management, with a track record of delivering AI/ML-driven products
• Ability to make strategic decisions, challenge the status quo, and drive measurable outcomes
• Understanding of AI/ML techniques, cloud-based platforms, and data analytics
• Experience leveraging data and insights to enhance customer and employee journeys
• Skilled at engaging with senior leaders, stakeholders, and cross-functional teams
• Experience in customer service operations and advanced degrees in Computer Science, Engineering, Data Science, or related fields
• Proven experience leading multi-disciplinary teams in a large, matrixed organization and fast-paced agile development environment

About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
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.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.