Product Manager, Vice President - Manage & Service

Job Description

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 

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.

The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm’s data sharing principles of security, customer control and convenience, and privacy.