We're hiring a Product Manager for a new Manage & Service team. In this role you will be a product leader committed to building scalable self-service capabilities across channels to help customers get set-up, resolve issues, and maintain customer confidence regarding account security.

As a Product Manager, Vice President in Manage & Service, you will lead and own key parts of the Chase customer lifecycle—from Day 0 onboarding and setup, through service and issue resolution, to ongoing account security. Utilizing your deep understanding of how to get a product off the ground, you guide the successful launch of products, gather crucial feedback, and ensure top-tier customer experiences. With a strong commitment to scalability, you collaborate closely with cross-functional teams to deliver high-quality products that exceed customer expectations.

Job responsibilities

Develops a product strategy and product vision that delivers value to customers
Manages discovery efforts and market research to uncover customer solutions and integrate them into the product roadmap
Owns, maintains, and develops a product backlog that enables development to support the overall strategic roadmap and value proposition
Builds the framework and tracks the product's key success metrics such as cost, feature and functionality, risk posture, and reliability
Drive the product vision and roadmap for key servicing capabilities to drive call volume reduction and improve digital servicing ratio
Translate company objectives into actionable team goals and ensure strategic alignment between Channels org and lines of business objectives
Improve product performance by analyzing experiment results, metrics, and insights and plan clear iterative enhancements
Partner with your quad (Design & Content, Data & Analytics, Technology) and collaborate across teams to influence priorities and build out your roadmap

Required qualifications, capabilities, and skills

5+ years of experience or equivalent expertise in product management or a relevant domain area
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
Proven track record of turning complex problems and ambiguity into clear roadmap priorities and measurable impact
Excellent written and verbal communication skills with the ability to translate complexity into direction across teams
Strong cross-functional collaboration skills

Preferred qualifications, capabilities, and skills

Demonstrated prior experience working in a highly matrixed, complex organization

Product Manager, Vice President - Manage & Service

Job description