Account Manager I Service Delivery & UAT Execution

JPMorgan Chase & Co.•Columbus, OH

15h•Onsite

About The Position

As an Operations Team Manager in the Overdraft Collections department, you will lead a team that supports business outcomes through strong execution, coaching, and continuous improvement. You will partner with product and technology teams to plan and deliver User Acceptance Testing (UAT) for technical enhancements, ensuring solutions meet business requirements and client expectations. You will communicate progress, surface risks, and remove blockers to keep work moving on time. You will also help the team adopt improvements through updated training and resources after new features are released.

Requirements

Bachelor’s degree or equivalent work experience leading call centers or managing product testing cycles.
Strong attention to detail, accuracy, and understanding of end-to-end business processes.
Ability to manage complex customer interactions with empathy, composure, and sound judgment.
Ability to work efficiently in fast-paced, dynamic, results-driven environments.
Strong problem-solving, communication, information gathering, and decision-making skills.
Ability to learn new products and systems quickly and seek feedback for continuous improvement.
Demonstrated ability to work independently and collaboratively as part of a team.
Ability to coordinate multiple stakeholders and deliver to deadlines.

Nice To Haves

Experience participating in product testing, UAT, or process improvement initiatives.
Familiarity with financial services, call center operations, or technology-driven environments.
Interest in technology, product development, or quality assurance.

Responsibilities

Lead team performance by coaching key behaviors, recognizing achievements, and addressing underperformance through performance management practices.
Run regular huddles to share UAT progress, confirm deadlines, and resolve blockers.
Partner with product and technology teams to plan, coordinate, execute, and document UAT for product enhancements.
Coordinate collaboration between product teams and testers, including scheduling onsite visits and enabling strong engagement.
Execute UAT activities to validate solutions against business requirements and client expectations.
Document UAT results and provide clear, actionable feedback to product and technology partners.
Develop and update training materials and resources following validated product enhancements.
Drive process improvements by proposing and implementing ideas that improve efficiency and quality.
Execute business initiatives through effective communication across employees, peers, leaders, and lines of business.
Prepare and deliver executive and external reports and communications as needed.
Travel between Easton (Vision Dr.) and Polaris Parkway multiple times per week to support business needs.