Vice President – Product – Machine Learning & Intelligent Operations

Shape the future of product delivery while crafting solutions that enhance and optimize customer experiences. Lead end-to-end processes, manage dependencies, and liaise with stakeholders as part of a team at the forefront of innovation.

As a Product Delivery Team Lead in Chase Consumer & Community Bank – Machine Learning Intelligence Operations, you will play a key role in enhancing and optimizing the delivery of Knowledge Management products. You will create efficient solutions for successful implementations. You will be passionate about delivering knowledge that meets the needs of our customers and our team. You will strive to be the single source of truth for customer service knowledge, using data, analytics, and research to promote our solution designs. You will focus on meeting customers in their preferred channels, helping them to self-serve, and improving their experience through innovations in machine learning and artificial intelligence.

Additionally this role works across multiple products and across lines of business and functions to execute transformational strategies aligning with innovative capabilities and data analytics to deliver the target state.

A successful candidate will be passionate about our mission of delivering knowledge that address the needs of customers and employees who assist customers to solve problems.  Fervent in our vision to be the single source of truth for knowledge for customer service. Diligent with data, analytics, and research which drives our designs for solutions that simplify problem resolution and improve satisfaction.  Strives to meet customers where they are, in their channel of choice and provides help for customers to self-serve.  Focused on improving and simplifying the experience through innovations in machine learning and artificial intelligence to maximize and accelerate benefits. 

Job Responsibilities:

• This position will be responsible for a product area in Machine Learning / Artificial Intelligence to deliver knowledge content via APIs and services suitable to channel (contact center, voice, digital, branches), personalized by persona (agent, specialist, banker, advisor, customer)
• Execute the strategic knowledge management roadmap and continuously refine requirements to deliver collective knowledge services and capabilities to scale
• Continually drive the product 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 the firm
• Partner with senior product owners to progress the Knowledge Management roadmap; act as voice of the customer and our specialists and drive the product vision in forums where senior product owners are not present

Required qualifications, capabilities, and skills

• Minimum 10 years of product management experience – including defining user experience needs, writing user stories, creating product value propositions, developing features and benefits and developing roadmaps. Alternatively, minimum 5 years years of knowledge management, machine learning / artificial intelligence experience or similar Operations experience
• Experience & comfort working within non-linear design & development processes
• Experience in the design & development of service offerings that span multiple channels and form factors
• Product development using machine learning / artificial intelligence embedded in customer and employee-facing experiences 
• Domain knowledge in building products using APIs, SaaS, multi-channel delivery distribution
• Deep knowledge of Agile practices (e.g. Scrum, Kanban, Lean) with experience setting up agile at scale teams (i.e. LeSS models)
• Proven track record of having successfully led agile teams to bring products to market 
• Coaching and Team Development – track record of facilitating high performing, self-directed teams and coaching for results at all levels in an organization.
• Design Thinking – zero based customer journey design and customer experience implementations.
• Demonstrated Leadership – Executing change as evidenced by having led cross LOB or functional programs or process improvement initiatives 
• Conflict Resolution – Must be able to facilitate discussion and facilitate alternatives or different approaches. Capable of helping teams to address dysfunctions that may result from teams misinterpreting, ignoring or rejecting Agile and Lean values and principles.

We operate in a hyper-collaborative way in which we value and expect the following behaviors: 

• Put customers first
• Value common sense and simplicity over complexity
• Make decisions quickly and move nimbly
• Celebrate diverse ideas
• Succeed and fail together as a team
• Understand concepts of User Journeys and translate high level requirements into usable features
• Be able to work in an environment that is driven by decisions coming from multiple areas like Data, Design, Technology, Operations, Marketing and Business

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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.