Vice President - Product Manager - Machine Learning & 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.