Vice President- Product Delivery Stakeholder Engagement

JPMorganChase•Chicago, IL

About The Position

The Vice President, Product Delivery & Stakeholder Engagement represents Client Onboarding and Servicing (COS) needs in cross-functional initiatives and Merchant Services delivery forums. The role ensures COS needs are accurately translated into deliverable requirements, changes are delivered on schedule, and agreed benefits are realized. It validates that delivered requirements meet their intended purpose and drives resolution when requests, requirements, and delivery become misaligned. The position partners with product, sales, operations, and technology teams to deliver process improvements that reduce manual work and handoffs, accelerate cycle times, improve customer experience, and reduce risk. It also oversees change management and operational readiness, including communications, procedures, training, support, and handoffs. The role maintains clear, audit-ready documentation and status reporting, translating complex topics into concise updates for senior stakeholders while identifying risks and decisions requiring support.

Requirements

More than 7 years of experience developing and implementing process improvement or re-engineering programs focused on operational efficiency and risk reduction.
At least 7 years in product delivery, transformation, or operations/technology partnership roles.
Advanced data analytics proficiency, including interpreting models and drawing inferences from data to drive continuous improvement.
Experience managing diverse teams and coordinating work across different parts of a department while fostering an inclusive environment.
Proficiency applying artificial intelligence in process improvement initiatives, focused on optimizing AI system performance.
Experience leading end-to-end change management, including strategic communications, influencing others, and mitigating stakeholder impact.
Ability to lead through influence in a matrixed environment across product, operations, and technology teams.
Client and sales partnership mindset, including engaging with sales and client-facing stakeholders, shaping transformation narratives, and using client or market feedback in prioritization.
Strong structured thinking, including identifying root causes of misalignment and driving resolution.
Excellent written and verbal communication skills, including the ability to challenge constructively and drive decisions.
Familiarity with automation and AI-enabled process improvement concepts, focused on measurable performance and adoption; technical-specialist expertise is not required.

Nice To Haves

Experience with client onboarding, servicing, or operational process design in regulated environments.
Payments or merchant acquiring experience.
Familiarity with controls, audit evidence expectations, and change management practices.
Experience fostering cross-functional collaboration to identify and implement process improvements across departments.
Experience developing and applying creative solutions to improve process efficiency and effectiveness.
Systems-thinking experience analyzing complex processes and identifying opportunities for optimization and integration.
Experience using agile methodologies to iteratively develop and refine process improvements.

Responsibilities

Represent COS needs in cross-functional initiatives, planning discussions, and Merchant Services delivery forums.
Translate COS needs into clear, deliverable requirements and ensure outcomes are not lost in translation or delivery sequencing.
Validate that delivered changes meet COS requirements and achieve expected benefits.
Identify gaps or misalignment between requests and work in development; drive alignment and document decisions.
Coordinate cross-technology delivery involving Merchant Services Technology and/or COS Technology.
Partner with product and sales teams to communicate the client value of COS improvements, including benefits, trade-offs, and outcomes.
Keep delivery focused on measurable process improvements, including reducing manual work and handoffs, accelerating cycles, and improving experience.
Plan operational readiness before release, including procedures, training, support, and handoffs.
Maintain stakeholder status reporting on progress, risks, and required decisions or support.
Translate complex topics into clear updates for senior stakeholders and ensure documentation is audit-ready.
Develop and implement process improvement programs focused on operational efficiency and risk reduction.
Lead end-to-end change management, including strategic communications and mitigation of stakeholder impact.
Build advisory relationships with client stakeholders and senior leaders and support their satisfaction throughout engagements.
Use storytelling to communicate process improvement strategies and changes to diverse stakeholders, influence decisions, and foster understanding.
Foster cross-functional collaboration and develop creative, systems-oriented, and iterative improvements to processes.