Product Manager, Core Card Customer Experience

JPMorgan Chase & Co.•New York, NY

3d•$99,750 - $201,000

About The Position

You'll shape how millions of customers understand and resolve their servicing needs through clear, coordinated, and timely experiences. Join a team where your work directly connects customer empathy with measurable business outcomes. As a Service Communications Product Manager in Core Card Customer Experience Product, you will lead strategy and delivery for a cross-card communications roadmap that helps customers understand and resolve servicing issues digitally. You'll align partners, manage complex dependencies, and drive initiatives from discovery through delivery in a fast-moving, regulated environment.

Requirements

5+ years of product management, product delivery, or related experience, including leading complex cross-functional initiatives in financial services
Advanced knowledge of the product development lifecycle, design practices, and data analytics
Proven ability to lead end-to-end product work from discovery and ideation through delivery, measurement, and iteration
Experience collaborating with user experience design and research teams
Experience authoring business requirements, defining user stories, and working within an Agile delivery framework
Experience building and managing a product roadmap and backlog aligned to business objectives
Strong analytical skills, including using product metrics, funnel analysis, customer insights, and key performance indicators to prioritize and evaluate outcomes
Strong written and verbal communication skills, including developing executive-ready materials and communicating risks and recommendations to senior stakeholders
Experience operating in a regulated or risk-based environment with Legal, Compliance, Risk, Controls, Privacy, or Information Security partners
Bachelor's degree or equivalent practical experience

Nice To Haves

Experience developing or delivering customer communications, digital servicing experiences, or proactive customer engagement strategies
Background in credit cards, consumer banking, payments, or another complex financial services environment
Experience using experimentation and iterative delivery to optimize customer and business outcomes
Track record of delivering measurable improvements in customer experience, digital self-service, operational efficiency, or cost to serve
Experience aligning multiple teams to shared platforms, capabilities, and dependencies in a scaled organization

Responsibilities

Shape and evolve the service communications strategy and roadmap to improve customer awareness, enable digital self-service, and reduce avoidable servicing contacts
Connect customer problems, servicing insights, and business priorities to identify, size, and sequence roadmap opportunities
Lead discovery efforts to uncover customer pain points, define target segments, and align stakeholders on impactful communication solutions
Drive cross-functional requirements alignment across servicing, design, card, and digital product teams to produce clear, actionable delivery requirements
Manage dependencies across supporting products and teams by coordinating intake, clarifying ownership, establishing delivery plans, and resolving blockers
Identify, assess, and escalate delivery risks and issues; bring the right partners together to make decisions and maintain momentum
Build and maintain operating routines that provide transparency into initiative health, milestones, risks, and decisions
Develop executive-ready materials that synthesize complex topics and communicate roadmap progress, opportunities, and recommendations
Partner with Legal, Compliance, Risk, and Controls to proactively identify and mitigate operational and technology risks throughout the product lifecycle
Identify and implement improvements to cross-team ways of working, delivery processes, and operating routines