Vice President - Product Manager, Machine Learning and Intelligent Operations

Join JPMorgan Chase’s Machine Learning & Intelligent Operations (MLIO) team as a Vice President, Product Manager. Lead the charge in transforming customer service and personalization through innovative AI and machine learning solutions. Be part of a dynamic team dedicated to elevating both customer and employee experiences.

As a Product Manager within MLIO, you will define and execute the strategy for cutting-edge machine learning products. You will lead cross-functional teams to modernize service experiences for tens of millions of customers. Your focus on customer and employee needs will drive priorities and maximize product value.

Job Responsibilities: 

• Define the product strategy, roadmap, prioritization, and backlog for machine learning applications. 

• Analyze customer journey/friction points and feedback across various channels to drive product feature prioritization. 

• Lead agile product teams that include product managers, data scientists, machine learning engineers, and data analytics members. 

• Manage existing product features and actively lead the research, definition, and development of new features to advance the product roadmap and performance. 

• Maximize product value delivered through backlog creation, management, and prioritization of epics and user stories. 

• Partner with user research and business/operations teams to analyze and ideate customer experience, behavior, and improvement opportunities. 

• Prioritize strategies and solutions to enhance self-service utilization and reduce customer contact volume. 

• Collaborate with Controls/Risk, Audit, Compliance, Data & Model Governance, and Technology to ensure readiness to deliver on the product roadmap. 

• Stay abreast of industry trends, emerging technologies, and best practices in AI and machine learning to continuously improve product offerings. 

• Foster a culture of innovation, collaboration, and continuous improvement within the team. 

Required qualifications, capabilities, and skills:

• 6+ years of experience in Technical Product Management, ideally with AI/ML-related products. 

• Proven experience leading multi-disciplinary teams in a large, matrixed organization and fast-paced agile development environment. 

• Demonstrated ability to make strategic decisions while candidly challenging the status quo to drive the right employee and customer outcomes. 

• Applied experience in a variety of AI and machine learning techniques and technologies. 

• Strong technical acumen: ability to independently manage large and complex relationships with internal technology partners. 

• Ability to harness data and the power of analytics and customer insights for comprehensive strategy planning. 

• Excellent communicator with the ability to fluidly interact with senior leaders, key stakeholders, employees, and third-party vendors. 

Preferred qualifications, capabilities, and skills:

• Experience working in or with customer service operations. 

• Strong problem-solving skills and the ability to think creatively and strategically. 

• Experience with cloud-based AI/ML platforms and tools is a plus.