Employee Success Associate

JPMorganChase•Jersey City, NJ

About The Position

As an Employee Success Associate, you will support Portfolio Management and Governance, playing a pivotal role strengthening enterprise execution by running governance mechanisms that convert complex, cross-domain work into timely, decision-grade outcomes. The role operates across EX HR, GT, Workplace Services, and Corporate Functions, supporting the firmwide employee experience portfolio. This role supports the change governance system that keeps employee-facing priorities executing predictably and on time through disciplined operating rhythm, decision support, dependency management, and readiness standards. The Associate ensures leaders have clear signal on what changed, what is at risk, what decisions are required, and where cross-domain seams require escalation. Coverage spans Tiers 1–3, with time and rigor weighted toward Tier 1 forums, decisioning, and integration. The goal of the Employee Experience (EX) HR function is to create cohesive, frictionless, and personalized employee experiences—so employees can get help and complete what they need quickly and easily. Be a part of this experience!

Requirements

2+ years of experience or equivalent expertise in customer success or a relevant domain area
Comfortable using technology with a willingness to learn new technological skills, programs, and tools
Demonstrated analytical skills and critical thinking ability
Candidates must have experience supporting governance, operating rhythms, portfolio reporting, or cross-functional coordination within a complex, matrixed environment
Strong written synthesis and executive communication skills, with the ability to translate ambiguous information into clear decision statements, risks, and recommended escalation paths
Demonstrated operational rigor, disciplined follow-through, and comfort driving closure across multiple senior stakeholders without formal authority
Experience with governance artifacts such as decision logs, readiness/tollgate frameworks, scorecards, and RACI-driven decision rights
Familiarity with employee-facing service seams across HR, technology enablement, workplace services, and corporate function workflows
Experience using Monday.com, JIRA, SharePoint (SP), Tableau, and ServiceNow for operating rhythm, portfolio transparency, and service visibility
Strong governance discipline, including agenda control, decision capture, action closure, and standards enforcement

Responsibilities

Helps execute product adoption, expansion, and retention activities to support a healthy customer base
Tracks and analyzes key metrics to measure customer success
Establish and manage Tier 1 governance forum processes, encompassing agenda creation, pre-read intake and quality assurance, participant coordination, and post-forum action tracking.
Ensure forums deliver decision-ready results by documenting outcomes, assigning actions, confirming accountable owners, and capturing closure dates.
Provide support for decision-making, maintain the decision log, and coordinate escalation routing.
Oversee the Tier 1 decision log to include required decisions, contextual options, recommended pathways (where applicable), accountable owners, deadlines, outcomes, and follow-up actions.
Maintain a single source of truth (SSOT) for decisions across Tiers 1–3, with enhanced accuracy for Tier 1 regarding milestones, ownership, dependencies, risks/issues, decision needs, and readiness evidence.
Facilitate evidence-based readiness reviews and tollgates by collecting, validating, and synthesizing relevant artifacts in accordance with defined standards and checklists.
Drive seam management and ongoing process improvement by proactively identifying cross-domain seam risks—spanning process, policy, product, control, and channel handoffs—then recommending escalation routes where ownership or sequencing is ambiguous.
Lead retrospectives for Tier 1 and, as needed, for Tiers 2–3; convert observations into governance enhancements, including updated templates, checklists, operating procedures, and evidence standards.
Utilize Monday.com for action tracking and rhythm management, Tableau for portfolio and health visualization as appropriate, and ServiceNow for service management insight and intake alignment.
Prepare standard executive communications in Excel and PowerPoint as required for pre-reads and leadership briefings.
Support the design and execution of tailored change strategies, collaborating across teams to assess changes and evaluate potential impacts.