We're hiring a Product Manager for a new Manage & Service team. In this role you will be a product leader committed to building scalable self-service capabilities across channels to help customers get set-up, resolve issues, and maintain customer confidence regarding account security.
As a Product Manager, Vice President in Manage & Service, you will lead and own key parts of the Chase customer lifecycle—from Day 0 onboarding and setup, through service and issue resolution, to ongoing account security. Utilizing your deep understanding of how to get a product off the ground, you guide the successful launch of products, gather crucial feedback, and ensure top-tier customer experiences. With a strong commitment to scalability, you collaborate closely with cross-functional teams to deliver high-quality products that exceed customer expectations.
Job responsibilities
- Develops a product strategy and product vision that delivers value to customers
- Manages discovery efforts and market research to uncover customer solutions and integrate them into the product roadmap
- Owns, maintains, and develops a product backlog that enables development to support the overall strategic roadmap and value proposition
- Builds the framework and tracks the product's key success metrics such as cost, feature and functionality, risk posture, and reliability
- Drive the product vision and roadmap for key servicing capabilities to drive call volume reduction and improve digital servicing ratio
- Translate company objectives into actionable team goals and ensure strategic alignment between Channels org and lines of business objectives
- Improve product performance by analyzing experiment results, metrics, and insights and plan clear iterative enhancements
- Partner with your quad (Design & Content, Data & Analytics, Technology) and collaborate across teams to influence priorities and build out your roadmap
Required qualifications, capabilities, and skills
- 5+ years of experience or equivalent expertise in product management or a relevant domain area
- Advanced knowledge of the product development life cycle, design, and data analytics
- Proven ability to lead product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management
- Proven track record of turning complex problems and ambiguity into clear roadmap priorities and measurable impact
- Excellent written and verbal communication skills with the ability to translate complexity into direction across teams
- Strong cross-functional collaboration skills
Preferred qualifications, capabilities, and skills
- Demonstrated prior experience working in a highly matrixed, complex organization