Product Manager, Vice President - Manage & Service

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