Product Owner - Knowledge Management

JPMorgan Chase & Co. • Wilmington, DE

4h

About The Position

Shape the future of product delivery while crafting solutions that enhance and optimize customer experiences. Lead end-to-end processes, manage dependencies, and liaise with stakeholders as part of a team at the forefront of innovation. As a Product Delivery Manager in Knowledge Management team, you work to enhance and optimize the way products are delivered to customers. As a key member of the team, you will lead an AI‑powered Knowledge lIfe cycle that improves self‑service, reduces contact volumes, and boosts agent productivity through search, conversational experiences, and intelligent content. You will set vision, prioritize the roadmap, and lead cross‑functional teams to deliver measurable outcomes for customers and employees. Consumer & Community Banking (CCB) Operations Product organization provides critical cross-line of business support across JPMC and serves as one of the largest product portfolios in CCB, delivering value to millions of customers and over 30,000 employees. As a product team member, your problem-solving skills will place you on the cutting edge of defining the vision, creating the strategy and building the roadmap to solutions that impact millions. Along the way, you’ll develop a deep, end-to-end understanding of the business and find an inclusive culture that welcomes diverse ideas and supports your individual growth and career mobility.

Requirements

• 7+ years of product management experience owning delivery in complex, cross functional environments, with a track record of shipping and iterating customer facing products.
• Demonstrated ability to execute operational management and change readiness activities
• Strong understanding of delivery and a proven track record of implementing continuous improvement processes
• Experience in product or platform-wide release management, in addition to deployment processes and strategies
• 4+ years leading knowledge management, search, or conversational Artificial Intelligence (AI) products with measurable impact on self service, call deflection, answer quality, or handle time
• Advanced knowledge of the product development lifecycle (discovery, ideation, requirements, roadmap, Business benefits, experimentation) and value measurement; hands on experience with AI powered systems and retrieval augmented generation (RAG) approaches
• Demonstrated leadership of Agile/Scrum teams with strong prioritization and backlog management; expertise in knowledge content strategy and governance (taxonomy, metadata, versioning, lifecycle workflows, AI readiness)
• Familiarity with enterprise Knowledget Manament platforms, search/retrieval systems, and analytics for relevance and answer quality evaluation
• Excellent executive communication and storytelling; strong analytical skills; bachelor’s degree or equivalent experience

Nice To Haves

• Proficient knowledge of the product development life cycle, design, and data analytics
• Advanced knowledge / familiarity with Knowledge Management systems, methodologies, and processes
• Experience working in or with customer service operations / contact centers
• Strong leadership skills and experience working in agile/scrum teams preferred
• Background with agent assist and agentic AI workflows (tool orchestration, guardrails, human in the loop) that improve time to resolution and accuracy.
• Familiarity with retrieval augmented generation (RAG) patterns and vector search, with an experimentation mindset linking product changes to operational KPIs in regulated environments

Responsibilities

• Leads end-to-end product delivery processes including intake, dependency management, release management, product operationalization, delivery feasibility decision-making, and product performance reporting, while escalating opportunities to improve efficiencies and functional coordination
• Leads the completion of change management activities across functional partners and ensures adherence to the firm’s risk, controls, compliance, and regulatory requirements
• Effectively manages timelines and dependencies while monitoring blockers, ensuring adequate resourcing, and liaising with stakeholders and functional partners
• Collaborate with senior product leaders to define and deliver the Knowledge Management( KM) strategy and roadmap; prioritize the backlog and drive product vision
• Lead AI readiness uplift of knowledge: partner with lines of business, operations, and content owners to implement AI readiness standards (structure, metadata, taxonomy, retrieval augmented generation (RAG) friendly formats), modernize legacy content, and improve governance so knowledgebases are production ready for search, conversational, and agentic AI experiences
• Own enterprise knowledge governance: steward content strategy and lifecycle workflows; partner on tooling to improve authoring velocity, review timelines, and AI readiness scores
• Drive agentic AI use cases: identify high impact automations where tool use and workflows improve time to resolution and knowledge freshness; pilot, measure, and scale across the firmwide knowledge domain
• Translate user research into product roadmaps: synthesize agent and customer insights into prioritized backlogs and business benefits focused on self service uplift, call deflection, answer quality, and average handle time (AHT)
• Lead cross functional Agile delivery: guide product analysts, data scientists, data owners, and engineering to ship iterative improvements with clear success metrics on reliability, risk posture, and cost to serve
• Partner across legal, risk, design, and operations to scale safely: ensure model and content governance, track drift, and communicate outcomes to senior stakeholders; facilitate solutions and align with senior management across the organization
• Build relationships with diverse stakeholders across JPMorganChase to drive adoption and impact at scale

Benefits

• competitive total rewards package including base salary determined based on the role, experience, skill set and location
• commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions
• comprehensive health care coverage
• on-site health and wellness centers
• a retirement savings plan
• backup childcare
• tuition reimbursement
• mental health support
• financial coaching and more

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees