Product Director Specialist Tools

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 ~1,500 Help specialists to support them and drive their ability to better service employees . 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. This role is accountable for setting and driving product capabilities and overall experience improvements for our internal Specialists, including but not limited to access to support content and resources, and advancing modern digital workspace efficiencies, like chat.

Job Responsibilities

• Set the strategic direction, vision and roadmap for the Specialist Tools Area Product
• Inform and implement new capabilities through the synthesis of user research, customer feedback and business value
• 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 and Demonstrating a “security-by-design” product mindset, ensuring the Help Product meets all applicable security and risk controls and Empowering teams to identify risks and leverage firmwide tools and frameworks as appropriate 
• Collaborating 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 through implementation 
• Provide leadership & mentorship to others, investing in their growth and development

Required qualifications, capabilities and skills

• 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
• Strong relationship management and verbal and written communication skills with the ability to work with top leaders across the organization
• Service delivery knowledge, a working understanding of service team operations, help processes, and technology platforms to support help teams is desired
• Experience creating frictionless end-to-end experience
• 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  strong understanding Product Operating Models, Agile methods; stakeholder management, measurement of product effectiveness and adoption products 
• Ability to champion change and influence people to adopt new ways of performing work by demonstrating effectiveness in interpersonal.
• Bachelor's degree or equivalent experience