Product Manager- Voice

JPMorgan Chase & Co.•Columbus, OH

About The Position

As a Product Manager in Voice Business Management Operations, you are an integral part of the team that innovates new product offerings and leads the end-to-end product life cycle. As a core leader, you are responsible for acting as the voice of the customer and developing profitable products that provide customer value. Utilizing your deep understanding of how to get a product off the ground, you guide the successful launch of products, gather crucial feedback, and ensure top-tier client experiences. With a strong commitment to scalability, resiliency, and stability, you collaborate closely with cross-functional teams to deliver high-quality products that exceed customer expectations.

Requirements

5+ years of experience or equivalent expertise in product management or a relevant domain area
Advanced knowledge of the product development life cycle, design, and data analytics
Proven ability to lead product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management
10+ years of experience in interaction management, call routing, call flow design and configuration strategies
Core understanding of Amazon Connect Cloud Contact Center Solutions & Services, with advanced knowledge specific to design enablement, configuration management, customer journeys and queue & specialist targeting.
Expertise in client and customer relationship management, with the ability to easily build rapport and focus on customer needs
Experience driving change within organizations and managing stakeholders across multiple functions
Background in business and technology architecture discipline
Strong competencies in communications, presentation development, functional and comparative analysis and financial modeling
Must have the ability easily assimilate information and learn new applications and processes and ability to analyze complex system requirements and present findings to both

Nice To Haves

Demonstrated prior experience working in a highly matrixed, complex organization
Strong analytical and problem-solving skills with a keen attention to detail
Experience supporting more than one CCB Operations Function/Line of Business

Responsibilities

Develops a product strategy and product vision that delivers value to customers
Manages discovery efforts and market research to uncover customer solutions and integrate them into the product roadmap
Owns, maintains, and develops a product backlog that enables development to support the overall strategic roadmap and value proposition such as Product vision, development, execution, risk management, and business growth targets
Builds the framework and tracks the product's key success metrics such as cost, feature and functionality, risk posture, and reliability
Manage discovery efforts and market research to uncover customer solutions and integrate them into the solution interaction management strategies
Collaborate with cross-functional teams and products to plan and lead product initiatives, fostering a culture of teamwork and partnership to achieve shared goals
Build and maintain strong relationships with stakeholders, action as a trusted advisor and success enabler
Own the product performance, ensuring accountability and reliability in achieving business objectives and compiling “wins” for the organization
Monitor the market trends, conduct competitive analysis, and identify opportunities for product differentiation
Develop innovative concepts and manage experimentation inclusive of solutions and services that streamline the customer journey, improve specialist targeting, and delivers efficiency
Develop presentations and communication strategies for consumption across multiple levels of the organization, from Executive Leadership to Front Line Workforce Team Members