Job Description
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 Manager in Customer Channel Voice Product, you work to enhance and optimize the way products are delivered to customers. As a key member of the team, you create solutions and efficiencies that enable successful implementations in an expedient and organized way. 

Consumer & Community Banking (CCB) Operations Product organization provides critical cross-line of business support across JPMC and serves as one of the largest product portfolios in CCB, delivering value to millions of customers and over 30,000 employees. As a product team member, your problem-solving skills will place you on the cutting edge of defining the vision, creating the strategy and building the roadmap to solutions that impact millions. Along the way, you’ll develop a deep, end-to-end understanding of the business and find an inclusive culture that welcomes diverse ideas and supports your individual growth and career mobility.

Job responsibilities

Leads end-to-end product delivery processes on cross function projects including dependency management, release management, product operationalization, delivery feasibility decision-making, and product performance reporting, while escalating opportunities to improve efficiencies and functional coordination Leads the completion of change management activities across functional partners and ensures adherence to the firm’s risk, controls, compliance, and regulatory requirements Effectively manages timelines and dependencies while monitoring blockers, ensuring adequate resourcing, and liaising with stakeholders and functional partners Lead discovery sessions, tollgates, follow-ups and escalations to develop necessary insights to deliver on book of work  Work directly with cross-product owners to ensure they understand our process and can navigate to create dependencies Align product priorities to strategic business objectives and monitor overall health of the roadmap through key metrics and data (i.e., business & customer outcomes, OKRs, product health metrics, capacity distribution) Implements Agile product development best practices aligned with Agility Office standards

Required qualifications, capabilities and skills

5+ years of experience or equivalent expertise in product delivery or a relevant domain area Demonstrated ability to execute operational management and change readiness activities Strong understanding of delivery and a proven track record of implementing continuous improvement processes Experience in product or platform-wide release management, in addition to deployment processes and strategies  In-depth knowledge of Agile process and principles, including use of key tools (i.e., Confluence, JIRA, Align, Teams, etc.) Attention to detail with the ability to seamlessly manage shifting priorities Critical thinker with sharp analytical and problem-solving skills and a willingness to challenge the status quo to drive continual improvement Outstanding communication, listening, presentation and leadership skills Excellent organizational, time and project management skills Positive attitude with strong relationship building and collaboration skills

Preferred qualifications, capabilities and skills

Call Center Operations process experience Proficient knowledge of the product development life cycle, design, and data analytics Bachelor’s Degree or equivalent experience; i.e. previous program management Working knowledge of telephony services supporting contact center operations

This position requires 60% in office on a set schedule.