Payments-Digital & Design-Business Continuity-Incident & Release Management-Product Manager-Vice President

JPMorganChase•Palo Alto, CA

About The Position

The Resilience, Release Governance & Business Continuity Product Manager within Payments Digital & Design serves as a bridge between Product, Technology, Operations, Risk, and Executive Leadership. The role sets standards and leads forums for disciplined production change, continuity planning, and coordinated incident leadership in a complex global environment, partnering across regions and time zones in a follow-the-sun model. It drives outcomes through influence and coordination without direct ownership of the underlying platforms. The position focuses on reducing incident volume and severity, improving release and change outcomes, strengthening business continuity, and leading significant client-impacting events. It also applies AI-enabled tools and analytics to improve decision-making, communication, reporting, and workflow efficiency. The Product Manager develops product strategy and vision, manages discovery and market research, maintains the product backlog, and tracks success metrics including cost, functionality, risk posture, and reliability. Employment offers are contingent on JPMorganChase’s review of criminal conviction history, including pretrial diversions or program entries, pursuant to Section 19 of the Federal Deposit Insurance Act.

Requirements

At least 5 years of experience or equivalent expertise in product management or a relevant domain area.
Demonstrated communications leadership during service disruptions, including drafting executive- and client-grade notifications under time pressure; exceptional written, presentation, and verbal communication skills.
Experience strengthening release and change processes, including readiness reviews, approvals, and back-out decisions.
Demonstrated use of automation and/or AI-enabled tooling to reduce manual effort and improve the speed or quality of decision-making, communications, or reporting.
Strong data and analytics capability, including experience defining leading indicators and using them to guide focus and decisions.
Strong understanding of risk and controls concepts and ability to operate effectively in governed environments.
Ability to influence without authority and drive adoption of improved decision processes across engineering, product, and control partners in a highly matrixed organization.
Knowledge of electronic banking/payments products and systems.
High attention to detail, prioritization, organization, and problem-solving skills.
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.

Nice To Haves

Experience building or improving dashboards and metrics that provide near-real-time insight into stability, change risk, and release quality.
Track record leading major production incidents end-to-end, including resolution and post-incident prevention.
Experience delivering improvements at scale across multiple regions and time zones in a follow-the-sun operating model.
Knowledge of payments risk, security, and resiliency practices.
Demonstrated success driving process improvement through standardization, simplification, and automation.
Prior experience working in a highly matrixed, complex organization.

Responsibilities

Drive down incident volume and severity through problem management and root-cause analysis.
Own and govern release and change management, improving release quality and change outcomes without slowing delivery.
Apply AI-enabled tools to improve decision quality, accelerate insight, strengthen communications, and eliminate manual effort using available firm tooling.
Lead significant client-impacting events from detection and impact assessment through triage, resolution, and post-incident follow-through; coordinate communications and escalations.
Establish and continuously improve clear, timely, consistent, executive- and client-grade internal and external communications.
Build real-time insight and leading indicators across release quality, change risk, stability trends, and communication timeliness; track and report stability outcomes, risk posture, and client experience impacts.
Exercise judgment to mitigate risk, escalate risk and control issues appropriately, and drive effective remediation.
Develop product strategy and vision that deliver value to customers.
Manage discovery efforts and market research to uncover customer solutions and integrate them into the product roadmap.
Own, maintain, and develop a product backlog that supports the strategic roadmap and value proposition.
Build frameworks and track product success metrics, including cost, features and functionality, risk posture, and reliability.