Product Manager, Communication Platforms

Salary: $61,000 - 101,000 per year Requirements:

• We require formal training or certification in product engineering concepts, along with 5+ years of applied experience.
• We are looking for proven experience as a technology product manager in a large, matrixed enterprise environment with end-to-end product ownership.
• We need the ability to convert complex customer needs into clear requirements, prioritized backlogs, and measurable outcomes.
• We require experience delivering contact center and telephony solutions, including workflow design and integration with business applications.
• We expect a strong understanding of modern software delivery practices, including Agile methods and product lifecycle management.
• We need the ability to define, monitor, and act on product performance metrics such as adoption, customer satisfaction, service levels, cost, and reliability.
• We require strong written and verbal communication skills, including the ability to influence senior stakeholders and align cross-functional teams on decisions and tradeoffs.
• We value demonstrated strength in stakeholder management, trust-based partnerships, and cross-group alignment.
• We require experience writing clear user stories and acceptance criteria using industry-standard notation.
• Preferred: working knowledge of Amazon Connect.
• Preferred: experience building or integrating enterprise contact center platforms with case management, CRM, or workflow orchestration tools.
• Preferred: familiarity with service management concepts, including SLOs/SLAs, incident/problem management, and operational readiness.
• Preferred: experience using data and analytics to inform product decisions, including experimentation, A/B testing, or funnel analysis.
• Preferred: exposure to artificial intelligence and machine learning use cases in customer service, workforce engagement, or operational intelligence.
• Preferred: relevant product management or cloud certifications.

• We will define and communicate a clear product vision, strategy, and roadmap aligned to long-term business goals and customer needs.
• We will partner with internal customers and technology teams to design, build, and integrate Amazon Connect workflows into line-of-business applications and operational processes.
• We will translate customer problems into well-scoped product requirements and prioritized backlog items, balancing value, risk posture, cost, and reliability.
• We will establish and manage product metrics and success measures, including customer satisfaction, adoption, service levels, and operational performance.
• We will lead discovery work, including user research and monitoring industry trends, to guide near- and long-term product decisions.
• We will drive cross-functional delivery alignment across engineering, operations, risk and controls, and business partners to ensure consistent execution.
• We will oversee product readiness and go-to-market planning, including communications, enablement, and adoption plans for internal customers.
• We will create an environment that supports responsible experimentation, rapid learning cycles, and continuous improvement.
• We will facilitate senior stakeholder engagement and governance, setting expectations, communicating tradeoffs, and providing transparent status updates.

• Cloud
• CRM
• Support
• Machine Learning
• Marketing
• Product Manager

More:

We are JPMorganChase, collaborating with hackajob to find exceptional professionals for this role. Within Corporate Technology and the Contact Center Product Line, we own the end-to-end success of enterprise communication and contact center capabilities that help employees serve customers more effectively in a hybrid, global environment. We offer a competitive total rewards package, with base pay determined by role, experience, skill set, and location, and eligible roles may also include commission-based pay and/or discretionary incentive compensation. Our benefits can 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. We are committed to diversity and inclusion and provide reasonable accommodations for applicants and employees. Our Corporate Functions teams span finance, risk, human resources, marketing, and other essential areas that support the success of our businesses, clients, customers, and employees.

last updated 36 week of 2026