Job Description

Job Description

We are seeking for a talented and highly motivated leader to join the Machine Learning & Intelligent Operations (MLIO) team as Vice President, Product Manager. This role will spearhead transcription and conversational insights initiatives for the bank. The MLIO team is dedicated to developing innovative solutions using AI, machine learning, and a design-thinking approach to significantly enhance both customer and employee experiences. 

As a Product Manager with Machine Learning & Intelligence Operations, you will define the strategy for your product, design, and execute on the product roadmap while embracing Agile methodology and best practices. You will lead cross-functional teams comprising technologists, data scientists, researchers, designers, and analytics members to modernize the service experience for tens of millions of customers. Your relentless focus on the customer and employee experience will help establish the team’s priorities to maximize the value of the product and the work of the modeling and development teams. 

Job Responsibilities:  

• Define the product strategy, roadmap, prioritization, and backlog for machine learning applications. 

• Analyze contact volumes and customer journey/friction points across various channels to drive product feature prioritization. 

• Lead agile product teams that include product managers, data scientists, machine learning engineers, and data analytics members. 

• Manage existing product features and actively lead the research, definition, and development of new features to advance the product roadmap and performance. 

• Maximize product value delivered through backlog creation, management, and prioritization of epics and user stories. 

• Partner with user research and business/operations teams to analyze and ideate customer experience, behavior, and improvement opportunities. 

• Prioritize strategies and solutions to enhance self-service utilization and reduce customer contact volume. 

• Collaborate with Controls/Risk, Audit, Compliance, Data & Model Governance, and Technology to ensure readiness to deliver on the product roadmap. 

• Stay abreast of industry trends, emerging technologies, and best practices in AI and machine learning to continuously improve product offerings. 

• Foster a culture of innovation, collaboration, and continuous improvement within the team. 

 
Required Qualifications, Capabilities, and Skills:  

• 6+ years of experience in Technical Product Management, ideally with AI/ML-related products. 

• Proven experience leading multi-disciplinary teams in a large, matrixed organization and fast-paced agile development environment. 

• Demonstrated ability to make strategic decisions while candidly challenging the status quo to drive the right employee and customer outcomes. 

• Applied experience in a variety of AI and machine learning techniques and technologies. 

• Strong technical acumen: ability to independently manage large and complex relationships with internal technology partners. 

• Ability to harness data and the power of analytics and customer insights for comprehensive strategy planning. 

• Excellent communicator with the ability to fluidly interact with senior leaders, key stakeholders, employees, and third-party vendors. 

• Preferred: Experience working in or with customer service operations. 

• Strong problem-solving skills and the ability to think creatively and strategically. 

• Experience with cloud-based AI/ML platforms and tools is a plus. 

Preferred Qualifications, Capabilities, and Skills:  

• Advanced degree in Computer Science, Engineering, Data Science, or a related field is preferred. 

About Us

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs. 

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive 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.  We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include 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. Additional details about total compensation and benefits will be provided during the hiring process. 

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our  FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

Operations teams develop and manage innovative, secure service solutions to meet clients’ needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.

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