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Interaction Management Area Product Owner
Technology / Software Development
Do you have a passion for building intelligent, customer-centric solutions that operate at scale? Join our team and help shape the future of how millions of customers connect with JPMorganChase. The Consumer & Community Banking (CCB) Operations Voice Product empowers global employees—including specialists, bankers, and operations leaders—with agile, efficient solutions that enable seamless interaction across every channel. As an Area Product Owner within the Interaction Management domain, you will own the strategy, roadmap, and delivery for the capabilities that sit at the core of our contact center ecosystem: how we identify customers, intelligently route interactions, and ensure every contact reaches the right servicing path—every time. This role sits within one of the largest product portfolios in CCB, delivering value to millions of customers and 30,000+ employees across JPMorganChase's global operations.
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. You will be accountable for the end-to-end interaction orchestration framework—one intelligent layer spanning every channel, every customer, every time. Core areas of ownership include call routing and orchestration, customer and channel identification, integration with IVR, callback orchestration, business configuration tooling, platform health and compliance, and cloud migration support. 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.
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
- Own and maintain the product roadmap for Interaction Management capabilities, balancing near-term delivery with long-term strategic priorities.
- Lead the full product life cycle—from discovery and ideation through requirements definition, build, and value realization.
- Partner closely with engineering, operations, and business stakeholders to define and prioritize features that drive measurable outcomes.
- Manage risk across the product portfolio, ensuring operational continuity while delivering change.
- Translate complex routing and orchestration requirements into clear, actionable user stories and acceptance criteria.
- Monitor platform performance, identify gaps, and drive continuous improvement across routing accuracy, containment, and customer experience metrics.
- Coach and support junior product team members on best practices across discovery, solutioning, and delivery.
- Engage and influence stakeholders across multiple lines of business and technology functions.
Required Qualifications, Capabilities, and Skills
- 8+ years of experience delivering products, projects, or technology applications—preferably within contact center, voice, or customer channel platforms.
- Working knowledge of contact center technologies (IVR, ACD, routing platforms such as Genesys or Amazon Connect).
- Strong understanding of the product development life cycle, including technical design and data-informed decision making.
- Proven ability to drive product life cycle activities: discovery, ideation, requirements definition, and value management.
- Strong expertise in call center operations and telephony technologies, with a demonstrated ability to translate complex business needs into practical, impactful product features.
- Experience managing stakeholders across technology, operations, and business functions.
- Clear, concise communicator—written and verbal—with the ability to translate technical concepts for non-technical audiences.
- Demonstrated understanding of AI and machine learning concepts as applied to customer experience or operational workflows—including familiarity with intent recognition, predictive routing, conversational AI, or automation—and the ability to translate these capabilities into product requirements that drive measurable outcomes.
Preferred Qualifications, Capabilities, and Skills
- Hands-on experience with CCaaS platforms, call routing logic, or customer identification/authentication flows.
- Familiarity with workforce management integration, callback orchestration, or dialer platforms.
- Ability to influence senior leaders and remove barriers to execution.
- Comfortable operating in a matrixed, large-scale enterprise environment.
- Analytical mindset—able to build frameworks, interpret data, and drive decisions grounded in evidence.
- Demonstrated understanding of AI and machine learning concepts as applied to customer experience or operational workflows—including familiarity with intent recognition, predictive routing, conversational AI, or automation—and the ability to translate these capabilities into product requirements that drive measurable outcomes.