Executive Director, Product Engagement and Retention

hackajob is collaborating with J.P. Morgan to connect them with exceptional professionals for this role.

JOB DESCRIPTION

Build and manage Product experiences that turn cardholders into loyal advocates. In Chase's CoBrand & Partnerships Card organization, you'll lead Product for engagement and retention across marquee partnerships - moving the metrics that matter.

As Executive Director of the Engagement & Retention team within CoBrand & Partner Product, you will own the post-acquisition cardholder lifecycle strategy - from onboarding and activation through long-term loyalty and value. You will lead and develop a high-performing team of Product Managers, setting clear priorities and delivering capabilities with speed and quality. Partnering closely with key cobrand partners and cross-functional teams, you'll build integrated product experiences that deepen engagement and reduce attrition. You'll be accountable for measurable outcomes, including activation rates, spend per card, digital engagement, and cardholder retention.

Job Responsibilities:

• Lead a team of Product Managers across engagement, retention, gamification, and cardholder lifecycle - setting strategy, managing priorities, and developing talent.
• Own the end-to-end product roadmap for cardholder engagement and retention across the cobrand portfolio, including onboarding optimization, rewards activation, digital engagement loops, and churn reduction.
• Define and execute against north star metrics - activation rates, early spend behavior, digital engagement, tenure, and NPS - with a clear data-driven framework for measurement and iteration. 
• Build and operationalize a Cardholder Lifecycle Model (CLM) that enables segment-level targeting, behavioral nudges, and lifecycle state management across cobrand partners.
• Partner with cobrand partner teams (e.g., Amazon, United, Marriott) and internal teams to co-develop engagement strategies that align partner brand identity with cardholder value propositions. 
• Drive gamification, personalization, and behavioral incentive strategies that motivate spending, build habit, and create emotional connection to the card product. 
• Lead cross-functional delivery with Engineering, Design, Data Science, Analytics, Marketing, and Compliance - operating across agile pods and managing dependencies at scale.
• Define and govern data requirements, KPI frameworks, and reporting infrastructure (L1/L2 metrics, scorecards) that support executive visibility and portfolio decision-making. 
  Communicate strategy, tradeoffs, and portfolio performance to executive and partner leadership with clarity and conviction. 
• Support key partner negotiations and deal renewals by identifying product opportunities, quantifying cardholder value, and translating business objectives into buildable capabilities.
  
   

Required qualifications, capabilities and skills:

• Demonstrated success owning engagement, retention, or lifecycle product domains - ideally in consumer financial services, fintech, and/or a platform business with multi-sided customer relationships. 10+ years of product management experience, with at least 5 years leading and developing a team of PMs. 
• Strong understanding of API design, integration patterns, and digital platform architecture. Experience building products at the intersection of data platforms, behavioral incentives, and consumer-facing experiences. 
• Ability to develop and communicate a compelling product strategy, balancing short-term wins with long-term growth.
• A forward-thinking passion for emerging technologies, with a demonstrated ability to champion and leverage generative AI tools and solutions to modernize the product lifecycle and deliver with quality and speed. 
• Demonstrated success in delivering complex products or platforms on time and within scope. Experience operating in large, matrixed organizations with complex cross-functional delivery models. 
• Exceptional communication and relationship-building skills with both internal teams and external partners.
• Data-driven approach to decision-making, with experience in prioritizing features and capabilities for maximum impact. Strong analytical mindset - comfortable with funnel analysis, cohort modeling, and experimentation design. 
• you can translate complex product and data strategies into clear narratives for leadership audiences. 
• Inspirational leader who can motivate teams, drive alignment, and champion change across the organization

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting

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.

We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.