Small Business Senior Product Associate - Payments

JPMorgan Chase & Co.•Columbus, OH

About The Position

As a Senior Product Associate in Merchant Services supporting Small Business, you contribute to the team by leveraging your expertise in product development and optimization to make a significant impact, supported by user research and customer feedback to fuel the creation of innovative products and continuously improve existing offerings. Collaborate closely with cross-functional teams and play a crucial role in shaping the future of our products and ongoing success.

Requirements

3+ years of experience or equivalent expertise in product management or a relevant domain area
Proficient knowledge of the product development life cycle
Experience in product life cycle activities including discovery and requirements definition
Developing knowledge of data analytics and data literacy
Strong problem-solving and critical thinking capability, with a track record of breaking down complex risk, fraud, and customer experience challenges into structured, actionable solutions
Demonstrated sense of ownership, consistently taking initiative, navigating ambiguity, and driving outcomes that improve customer experience and reduce risk exposure
Experience in risk, fraud, and customer experience, with strong judgment in balancing risk controls and customer experience
Ability to effectively manage multiple priorities in fast-paced environments, maintaining high attention to detail and quality across production issues and continuous improvement efforts
Strength in issue identification and resolution, including root cause analysis and driving coordinated solutions to address customer friction and operational gaps
Clear and effective communication skills, with the ability to influence stakeholders and leverage data-driven insights to improve outcomes across risk, fraud, and customer experience

Nice To Haves

Experience in payments and risk domains, with working knowledge of risk frameworks, controls, and regulatory expectations in banking or fintech
Proven stakeholder management and influence, effectively driving alignment and outcomes across teams and levels without direct authority
Experience with incident management and production support, including handling escalations and driving timely resolution of customer-impacting issues
Comfort operating in ambiguous environments, making sound decisions with incomplete or evolving information
Strong communication and storytelling capability, with the ability to synthesize insights and influence senior stakeholders
Interest in emerging technologies (e.g., AI/automation) to enhance workflows, decision-making, and efficiency

Responsibilities

Partners with the Product Manager to identify new product opportunities that reflect the needs of our customers and the market through user research and discovery
Considers and plans for upstream and downstream implications of new product features on the overall product experience
Supports the collection of user research, journey mapping, and market analysis to inform the strategic product roadmap and provide insight on potential product features that provide value to customers
Analyzes, tracks, and evaluates product metrics including work to time, cost, and quality targets across the product development life cycle
Writes the requirements, epics, and user stories to support product development
Drives resolution of complex, high-priority product and risk issues by synthesizing inputs, identifying root causes, and delivering actionable solutions
Leads cross-functional collaboration across Product, Risk, Fraud, Operations, and Technology to align on priorities, remove blockers, and drive timely decisions
Translates ambiguous problems into structured opportunities, defining clear problem statements, solution paths, and success metrics
Communicates effectively with senior stakeholders, providing clear updates, trade-offs, and recommendations to influence decisions and drive alignment
Identifies and addresses process gaps, customer friction points, and operational challenges, leveraging data and insights to improve controls and overall experience
Applies sound judgment to balance risk, fraud prevention, and customer experience, while incorporating emerging tools (e.g., automation, AI) to enhance efficiency and outcomes