at J.P. Morgan
Bulge Bracket Investment BanksPosted 15 days ago
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**Product Manager - Business Banking Lending Account Management** Oversee digital servicing enhancements, drive customer value and exceed expectations as our Product Manager in Business Banking. Manage key account journeys across payments, advances, and communications. Partner with cross-functional teams (Technology, Design, Operations, Risk) to improve discoverability, reduce friction, and deliver measurable improvements in customer experience, containment, and servicing efficiency. Leverage 5+ years of product management experience, data-driven mindset, and business banking lending knowledge to define product strategies, manage backlogs, and track KPIs. Lead end-to-end customer journey delivery, iterative testing, and post-launch monitoring. Collaborate effectively across teams to drive prioritization and trade-offs, with a focus on delivering tangible business outcomes. Familiarity with digital communications, discoverability improvements, and delivery in a regulated environment is a plus. Join our dynamic team to make a meaningful impact in Columbus, OH.
- Compensation
- Not specified
- City
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- Country
- United States
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Full Job Description
Location: Columbus, OH, United States
As a Product Manager in Business Banking, you will oversee key account management capabilities and continuous improvements for Business Banking customers who access lending products and manage their account activities. This role owns the customer-facing digital servicing experience across core journeys (e.g., payments, advances, communications, and self-service), partnering with Technology, Design, Operations, and Risk/Controls to improve discoverability, reduce friction, and deliver measurable improvements in experience, containment, and servicing efficiency.
- 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
- Define, prioritize, and deliver end-to-end customer journeys for Business Banking loan account management, including payments, advances, account activity, and self-service servicing actions.
- Drive improvements that make key actions and information easier to find and complete (navigation, content clarity, information architecture, in-product guidance, and contextual help).
- Own digital enhancements for payment scheduling/execution, payment issue resolution, and advances experiences, including status visibility and confirmation flows.
- Lead improvements to communications (in-app messaging, notifications, alerts, statement/document access, and preference management) to increase clarity, timeliness, and actionability.
- Define and track KPIs such as adoption, task completion, customer satisfaction, containment/deflection, time-to-resolution, contact drivers, and defects/incidents impacting the digital experience.
- Ensure solutions meet operational readiness and control expectations; partner with Operations and Risk/Controls on exception handling, disclosures, auditability, and issue resolution processes.
- Partner with Technology and Design through discovery, journey mapping, prototyping, iterative testing, and delivery; coordinate UAT, release readiness, and post-launch monitoring.
- 5+ years of product management experience in digital customer experiences, servicing, or account management.
- Demonstrated ability to deliver customer-facing journeys end-to-end with measurable outcomes.
- Strong partnership skills with Technology, Design, and Operations; comfort driving prioritization and trade-offs
- Experience defining requirements (epics/stories/acceptance criteria) and managing a backlog against a roadmap.
- Data-driven mindset with experience using analytics and customer insights to guide decisions.
- Experience with Business Banking lending/loan servicing and/or digital payments/advances journeys.
- Advanced knowledge of the product development life cycle, design, and data analytics
- Familiarity with digital communications/notifications, discoverability/content improvements, and delivery in a regulated environment.
- Proven ability to lead product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management
- Demonstrated prior experience working in a highly matrixed, complex organization
