at J.P. Morgan
Bulge Bracket Investment BanksPosted 6 days ago
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**Product Manager - Voice: Lead Cross-Functional Teams, Drive Customer-Centric Innovation** As the **Product Manager - Voice**, you'll shape and execute strategies for voice products, ensuring they meet customer needs and drive business growth. In this role, you'll develop product vision, manage roadmaps, and collaborate cross-functionally to deliver high-quality, scalable, and resilient products. Key responsibilities include: - Defining product strategy and vision - Managing discovery efforts and market research - Maintaining product backlogs and key success metrics - Monitoring market trends and competitive analysis - Building relationships with stakeholders and presenting to diverse audiences Requirements: - 5+ years in product management, with 10+ years in voice, call routing, and Amazon Connect - Proven product development life cycle expertise and advanced data analytics knowledge - Strong communication, relationship management, and problem-solving skills - Ability to analyze complex systems and present findings effectively - Experience driving change and managing stakeholders in complex organizations
- Compensation
- Not specified
- City
- Columbus
- Country
- United States
Currency: Not specified
Full Job Description
Location: Columbus, OH, United States
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, youll 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.
As a Product Manager in Voice Business Management Operations, you are an integral part of the team that innovates new product offerings and leads the end-to-end product life cycle. As a core leader, you are responsible for acting as the voice of the customer and developing profitable products that provide customer value. 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 client experiences. With a strong commitment to scalability, resiliency, and stability, you collaborate closely with cross-functional teams to deliver high-quality products that exceed customer expectations.
- 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 such as Product vision, development, execution, risk management, and business growth targets
Builds the framework and tracks the product's key success metrics such as cost, feature and functionality, risk posture, and reliability
- Manage discovery efforts and market research to uncover customer solutions and integrate them into the solution interaction management strategies
- Collaborate with cross-functional teams and products to plan and lead product initiatives, fostering a culture of teamwork and partnership to achieve shared goals
- Build and maintain strong relationships with stakeholders, action as a trusted advisor and success enabler
- Own the product performance, ensuring accountability and reliability in achieving business objectives and compiling wins for the organization
- Monitor the market trends, conduct competitive analysis, and identify opportunities for product differentiation
- Develop innovative concepts and manage experimentation inclusive of solutions and services that streamline the customer journey, improve specialist targeting, and delivers efficiency
Develop presentations and communication strategies for consumption across multiple levels of the organization, from Executive Leadership to Front Line Workforce Team Members
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
10+ years of experience in interaction management, call routing, call flow design and configuration strategies
Core understanding of Amazon Connect Cloud Contact Center Solutions & Services, with advanced knowledge specific to design enablement, configuration management, customer journeys and queue & specialist targeting.
- Expertise in client and customer relationship management, with the ability to easily build rapport and focus on customer needs
- Experience driving change within organizations and managing stakeholders across multiple functions
- Background in business and technology architecture discipline
- Strong competencies in communications, presentation development, functional and comparative analysis and financial modeling
- Must have the ability easily assimilate information and learn new applications and processes and ability to analyze complex system requirements and present findings to both
- Demonstrated prior experience working in a highly matrixed, complex organization
Strong analytical and problem-solving skills with a keen attention to detail
