JPMorgan Chase Consumer and Community Bank (CCB) is seeking a talented and highly motivated leader to join the AI for Ops - Voice+ Domain team as Vice President, Product Operations Lead. This role will spearhead Product Operations within the AI for Ops Voice+ Domain initiatives within the bank. The Voice+ Domain team is dedicated to developing innovative solutions using AI, machine learning, and a design-thinking approach to significantly enhance both customer and employee experiences.

 

As a Product Operations Lead within Voice+ Domain, you will manage the Product Operating Model and strategic framework to support the expansion of AI for Operations - Voice+ capabilities throughout the firm. Your role involves developing onboarding support, establishing best practices for product operations in scaling the Voice+ Domain, setting up standard operating procedures, and ensuring consistent and scalable product delivery across the organization. Additionally, you will perform business management functions in partnership with CCB Finance teams, oversee governance, manage product communications, and serve as the primary point of contact for areas that have implemented AI for Ops Voice+ capabilities.

Your role will support the AI in Ops initiative as part of the AI in Ops Acceleration Team. This is a unique opportunity in which you will be working to scale existing capabilities within the Voice+ Domain organization to other areas across the firm that can benefit. As a member of the AI in Ops Acceleration Team, you will be part of an exciting and transformative team from the onset. 

Job responsibilities:

Create and implement the strategic support framework and operating model Develop onboarding support and best practicesEstablish standard operating procedures Monitor governance and support both product and scaled areas to ensure compliance and efficiencyExecute business management functions by partnering with CCB Finance teamsEngage and collaborate with the Transformation Office to align product operating scaling strategies Serve as the single point of contact, ensuring effective communication and collaborationDevelop and implement communication strategies for product operations Collaborate with Controls/Risk, Audit, Compliance, Data & Model Governance, and Technology to ensure alignment for on-going product operationsStay abreast of industry trends, emerging technologies, and best practices in AI and machine learning to continuously improve product operationsFoster a culture of innovation, collaboration, and continuous improvement within the team

Required qualifications, capabilities, and skills:

6+ years of experience in Product or Operations Management, ideally with AI/ML-related productsBachelor’s degree in Business Administration, Operations Management, or a related fieldProven experience in product operations, strategy development, and business managementStrong understanding of AI technologies and their application in operationsExcellent leadership, communication, and stakeholder management skillsAbility to work collaboratively with cross-functional teams and drive strategic initiativesExperience in financial management and governance for initiatives within a large organizationProven experience leading multi-disciplinary teams in a large, matrixed organization and fast-paced environmentDemonstrated ability to make strategic decisions while candidly challenging the status quo to drive the right employee and customer outcomesExcellent communicator with the ability to fluidly interact with senior leaders, key stakeholders, employees, and third-party vendorsStrong problem-solving skills and the ability to think creatively and strategically

Preferred qualifications, capabilities, and skills:

Master’s degree in Business Administration, Operations Management, or a related fieldExperience working in or with customer service operationsExperience with cloud-based AI/ML platforms and tools 

Why Join Us:

Be part of a forward-thinking team that is at the forefront of AI and machine learning innovationWork on impactful projects that transform customer and employee experiencesCollaborate with a diverse and talented team of professionalsEnjoy a dynamic and inclusive work environment that fosters growth and development

If you are passionate about leveraging AI and machine learning to drive customer service transformation and have a proven track record in product operations, we encourage you to apply