Product Manager; Business Banking Lending Account Management

JPMorganChase•Columbus, OH

About The Position

As a Product Manager in Business Banking, you will oversee account-management capabilities and continuous improvements for Business Banking customers who use lending products and manage their account activities. You will own the customer-facing digital servicing experience across core journeys, including payments, advances, communications, and self-service. Working with Technology, Design, Operations, and Risk/Controls, you will improve discoverability, reduce friction, and deliver measurable improvements in customer experience, containment, and servicing efficiency. The role includes developing product strategy and vision, leading discovery and market research, maintaining a product backlog aligned with the roadmap, and defining and tracking success metrics. You will deliver end-to-end loan account-management journeys and enhancements, ensure operational readiness and control expectations, and partner with cross-functional teams through discovery, testing, delivery, release readiness, and post-launch monitoring.

Requirements

At least 5 years of product management experience in digital customer experiences, servicing, or account management.
Demonstrated ability to deliver end-to-end customer-facing journeys with measurable outcomes.
Strong partnership skills with Technology, Design, and Operations, and comfort driving prioritization and trade-offs.
Experience defining requirements, including epics, stories, and acceptance criteria, and managing a backlog against a roadmap.
Data-driven mindset and experience using analytics and customer insights to guide decisions.
Experience with Business Banking lending or loan servicing and/or digital payments or advances journeys.
Advanced knowledge of the product development life cycle, design, and data analytics.
Familiarity with digital communications and notifications, discoverability and content improvements, and delivery in a regulated environment.
Proven ability to lead product life-cycle activities, including discovery, ideation, strategic development, requirements definition, and value management.

Nice To Haves

Demonstrated prior experience working in a highly matrixed, complex organization.

Responsibilities

Develop product strategy and vision that deliver value to customers.
Manage discovery efforts and market research to identify customer solutions and incorporate them into the product roadmap.
Own, maintain, and develop a product backlog that supports the strategic roadmap and value proposition.
Build a framework and track product success metrics, including cost, features and functionality, risk posture, and reliability.
Define, prioritize, and deliver end-to-end Business Banking loan account-management journeys, including payments, advances, account activity, and self-service actions.
Improve the discoverability and completion of key actions and information through navigation, content clarity, information architecture, in-product guidance, and contextual help.
Own digital enhancements for payment scheduling and execution, payment issue resolution, and advances experiences, including status visibility and confirmation flows.
Improve in-app messaging, notifications, alerts, statement and document access, and preference management to increase clarity, timeliness, and actionability.
Define and track KPIs such as adoption, task completion, customer satisfaction, containment or deflection, time to resolution, contact drivers, and defects or incidents affecting the digital experience.
Ensure solutions meet operational readiness and control expectations; partner with Operations and Risk/Controls on exception handling, disclosures, auditability, and issue-resolution processes.
Partner with Technology and Design through discovery, journey mapping, prototyping, iterative testing, and delivery.
Coordinate user acceptance testing, release readiness, and post-launch monitoring.