Product Director - Help Product

Full time
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JP Morgan
Banking, investment & finance
10,001+ employees
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As a Product Delivery Director in Global Employee Help Product, you foster enhancements and optimize the way products are delivered to customers. As a leader on the team, you leverage your skillset to transform product delivery and create new ways for teams to continuously deliver value to their customers.

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2 trillion and operations in more than sixty countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity. Global Employee Help is a high priority firmwide strategic initiative to deliver a unified and seamless help and support experience for all employees across all areas (e.g., Human Resources, Technology, Chief Administrative Office, Compliance, etc.). With over 300K employees working for the firm across over 60+ countries worldwide, the scope of Employee Help carries enormous scale and impact, with over 1,500 specialists supporting ~12M Help interactions a year. We are seeking a Product Manager to deliver modern capabilities and scalable solutions for our employees who need technology related help. This role will report to the Global Employee Help Product Manager and partner closely with the service delivery leaders across Human Resources, Technology, Chief Administrative Office.

Job Responsibilities:

  • Directs principal activities across the end-to-end product delivery journey including intake, dependency management, release management, product operationalization, delivery feasibility decision-making, and product performance reporting, while highlighting opportunities to improve efficiencies and functional coordination.
  • Owns the change management framework across functional partners and ensures adherence to the firm’s risk, controls, compliance, and regulatory requirements
  • Maintains a high level of visibility over product timelines and dependencies while monitoring blockers, ensuring adequate resourcing, and liaising with stakeholders and functional partners
  • Coaches and mentors, the product delivery team on best practices through collaborative discussions on resource management, dependency management, and deployment techniques to improve efficiencies Provide integrated management and coordination to deliver new features and products at scale while managing key interdependencies, integrations and roadmaps.
  • Connect strategy to execution and blend operational management of releases with portfolio management capabilities to ensure deployments are delivered with end-to-end regard for the Employee, Manager and Specialist experience.
  • Work across teams, function, and disciplines to drive continued progress by removing roadblocks and addressing technical and operational risks.
  • Deliver on the roadmap to support product outcomes, using a data-driven approach based on metrics and feedback.
  • Manage the overall health of the product inclusive of adoption, KPIs and business value.
  • Drive innovation across the end-to-end experience, including integrated AI/ML solutions and on-demand capabilities for service specialist.
  • Enable a strong risk, controls & conduct framework by demonstrating a “security-by-design” product mindset, ensuring the Help Product meets all applicable security and risk controls.
  • Partner with agility leads, area product owners, and business representatives to deliver expected business outcomes.
  • Prepare and share timely, compelling, fact-based analysis that explain the business “story” behind the product roadmap and delivered features.
  • Discover and create business requirements and agile epics/stories, collaborating with the business, support partners and agile delivery teams.
  • Provide leadership & mentorship to others, investing in their growth and development.

Required qualifications, capabilities, and skills:

  • Expertise delivering products, projects, or technology applications
  • Extensive experience leading operational management and change readiness
  • Experience in enterprise-wide release and deployment processes and strategies
  • Advanced knowledge of the product development life cycle, technical design, and data analytics
  • Experience in large-scale implementation and change management working in a cross-functional capacity, managing competing priorities and diverse stakeholders
  • Team leadership – Ability to lead teams, communicate with diverse groups, and influence change throughout the organization. Comfortable in agile teaming and matrix organizations
  • Organizational and management skills – Strong attention-to-detail, independent, self-motivated with ability to manage multiple priorities in fast-paced environment. Strong decision-making skills
  • Cross-functional partnership and collaboration skills – Comfort building and maintaining strong relationships with a broad set of product and functional partners
  • Stakeholder management – Strong relationship management and communication skills, ability to work with top leaders across the organization
  • Service delivery knowledge – working understanding of service team operations, help processes, and technology platforms to support help teams is desired
  • Customer orientation – develops deep empathy and understanding in service of creating frictionless end-to-end experience
  • Data literacy - Ability to analyze complex problems, evaluate data and identify alternative solutions with a strategic lens
  • Experience in large-scale implementation and change management working in a cross-functional capacity, managing competing priorities and diverse stakeholders
  • Product Management skills - strong understanding Product Operating Models, Agile methods; stakeholder management, measurement of product effectiveness and adoption products
  • Culture carrier – ability to champion change and influence people to adopt new ways of performing work by demonstrating effectiveness in interpersonal, verbal and written communication skills
  • Expertise driving business efficiencies through workflows and automation, preferably with ServiceNow