Product Manager- Voice

Job Description

You enjoy shaping the future of product innovation as a core leader, driving value for customers, guiding successful launches, and exceeding expectations. Join our dynamic team and make a meaningful impact by delivering high-quality products that resonate with clients.

As a Product Manager in Voice Business Management Operations, you are an integral part of the team that innovates new product offerings and leads the end-to-end product life cycle. As a core leader, you are responsible for acting as the voice of the customer and developing profitable products that provide customer value. 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 client experiences. With a strong commitment to scalability, resiliency, and stability, 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 such as Product vision, development, execution, risk management, and business growth targets
• Builds the framework and tracks the product's key success metrics such as cost, feature and functionality, risk posture, and reliability
• Manage discovery efforts and market research to uncover customer solutions and integrate them into the solution interaction management strategies
• Collaborate with cross-functional teams and products to plan and lead product initiatives, fostering a culture of teamwork and partnership to achieve shared goals
• Build and maintain strong relationships with stakeholders, action as a trusted advisor and success enabler
• Own the product performance, ensuring accountability and reliability in achieving business objectives and compiling “wins” for the organization
• Monitor the market trends, conduct competitive analysis, and identify opportunities for product differentiation
• Develop innovative concepts and manage experimentation inclusive of solutions and services that streamline the customer journey, improve specialist targeting, and delivers efficiency
• Develop presentations and communication strategies for consumption across multiple levels of the organization, from Executive Leadership to Front Line Workforce Team Members

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
• 10+ years of experience in interaction management, call routing, call flow design and configuration strategies
• Core understanding of Amazon Connect Cloud Contact Center Solutions & Services, with advanced knowledge specific to design enablement, configuration management, customer journeys and queue & specialist targeting.
• Expertise in client and customer relationship management, with the ability to easily build rapport and focus on customer needs
• Experience driving change within organizations and managing stakeholders across multiple functions
• Background in business and technology architecture discipline
• Strong competencies in communications, presentation development, functional and comparative analysis and financial modeling
• Must have the ability easily assimilate information and learn new applications and processes and ability to analyze complex system requirements and present findings to both

Preferred qualifications, capabilities, and skills

• Demonstrated prior experience working in a highly matrixed, complex organization
• Strong analytical and problem-solving skills with a keen attention to detail
• Experience supporting more than one CCB Operations Function/Line of Business

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.