Product Owner - Knowledge Management

JOB DESCRIPTION

Shape the future of product delivery while crafting solutions that enhance and optimize customer experiences. Lead end-to-end processes, manage dependencies, and liaise with stakeholders as part of a team at the forefront of innovation. As a Product Delivery Manager in Knowledge Management team, you work to enhance and optimize the way products are delivered to customers. As a key member of the team, you will lead an AI‑powered Knowledge life cycle that improves self‑service, reduces contact volumes, and boosts agent productivity through search, conversational experiences, and intelligent content. You will set vision, prioritize the roadmap, and lead cross‑functional teams to deliver measurable outcomes for customers and employees. Consumer & Community Banking (CCB) Operations Product organization provides critical cross‑line of business support across JPMC and serves as one of the largest product portfolios in CCB, delivering value to millions of customers and over 30,000 employees. As a product team member, your problem‑solving skills will place you on the cutting edge of defining the vision, creating the strategy and building the roadmap to solutions that impact millions. Along the way, you’ll develop a deep, end‑to‑end understanding of the business and find an inclusive culture that welcomes diverse ideas and supports your individual growth and career mobility. Job responsibilities Leads end‑to‑end product delivery processes including intake, dependency management, release management, product operationalization, delivery feasibility decision‑making, and product performance reporting, while escalating opportunities to improve efficiencies and functional coordination Leads the completion of change management activities across functional partners and ensures adherence to the firm’s risk, controls, compliance, and regulatory requirements Effectively manages timelines and dependencies while monitoring blockers, ensuring adequate resourcing, and liaising with stakeholders and functional partnersCollaborate with senior product leaders to define and deliver the Knowledge Management (KM) strategy and roadmap; prioritize the backlog and drive product vision Lead AI readiness uplift of knowledge: partner with lines of business, operations, and content owners to implement AI readiness standards (structure, metadata, taxonomy, retrieval augmented generation (RAG) friendly formats), modernize legacy content, and improve governance so knowledgebases are production ready for search, conversational, and agentic AI experiences Own enterprise knowledge governance: steward content strategy and lifecycle workflows; partner on tooling to improve authoring velocity, review timelines, and AI readiness scores Drive agentic AI use cases: identify high impact automations where tool use and workflows improve time to resolution and knowledge freshness; pilot, measure, and scale across the firmwide knowledge domain Translate user research into product roadmaps: synthesize agent and customer insights into prioritized backlogs and business benefits focused on self service uplift, call deflection, answer quality, and average handle time (AHT) Lead cross functional Agile delivery: guide product analysts, data scientists, data owners, and engineering to ship iterative improvements with clear success metrics on reliability, risk posture, and cost to serve Partner across legal, risk, design, and operations to scale safely: ensure model and content governance, track drift, and communicate outcomes to senior stakeholders; facilitate solutions and align with senior management across the organization Build relationships with diverse stakeholders across JPMorganChase to drive adoption and impact at scale Required qualifications, capabilities, and skills 7+ years of product management experience owning delivery in complex, cross functional environments, with a track record of shipping and iterating customer facing products. Demonstrated ability to execute operational management and change readiness activities Strong understanding of delivery and a proven track record of implementing continuous improvement processes Experience in product or platform-wide release management, in addition to deployment processes and strategies 4+ years leading knowledge management, search, or conversational Artificial Intelligence (AI) products with measurable impact on self service, call deflection, answer quality, or handle time Advanced knowledge of the product development lifecycle (discovery, ideation, requirements, roadmap, Business benefits, experimentation) and value measurement; hands on experience with AI powered systems and retrieval augmented generation (RAG) approaches Demonstrated leadership of Agile/Scrum teams with strong prioritization and backlog management; expertise in knowledge content strategy and governance (taxonomy, metadata, versioning, lifecycle workflows, AI readiness) Familiarity with enterprise Knowledget Management platforms, search/retrieval systems, and analytics for relevance and answer quality evaluation Excellent executive communication and storytelling; strong analytical skills; bachelor’s degree or equivalent experience Preferred qualifications, capabilities, and skills Proficient knowledge of the product development life cycle, design, and data analytics Advanced knowledge / familiarity with Knowledge Management systems, methodologies, and processes Experience working in or with customer service operations / contact centers Strong leadership skills and experience working in agile/scrum teams preferred Background with agent assist and agentic AI workflows (tool orchestration, guardrails, human in the loop) that improve time to resolution and accuracy. Familiarity with retrieval augmented generation (RAG) patterns and vector search, with an experimentation mindset linking product changes to operational KPIs in regulated environments

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 ourFAQsfor 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. #J-18808-Ljbffr 慨正橡扯