Product Manager - Amazon Connect

At JPMorganChase, we value the unique skills of every employee, and we’re building a technology organization that thrives on diversity. The team is undertaking a large body of work concerned with, modernizing the firm’s contact center platform, offering a cloud-based contact center solution with strategic features and business integrations that enhance the servicing experience, and delivering a scalable and resilient service that supports our complex business models and strategic roadmap. We see an exciting opportunity to be part of a team which leverages the latest agile and software development practices for delivery of the future state architecture. 

 

As a Product Manager with the Collaboration and Communication Product Line, Employee Platforms team, you will be responsible for setting the long-term strategy for the product, organizing the teams for optimal delivery, managing the P&L and driving engagement with our customers and stakeholders. The global feature teams are based out of Bengaluru, Hyderabad, London, Columbus and Plano, and are agile, and multi-functional who love working collaboratively to deliver excellent outcomes for our customers and stakeholders. 

Job Responsibilities: 

• Defines and communicates product vision and strategy in line with the customers’ long-term business goals, manages the product's business metrics, including cost, feature & functionality, risk posture and reliability 

• Conducts market research and tracks industry developments with regards to productivity, collaboration, data, Information archive systems and understands implications to product vision and strategy 

• Identifies market need, interfacing with line of business technology customers as needed to define the scope and position of the product 

• Creates and maintains the product's definition, product roadmap & customer facing SLOs/SLAs, also creates a safe environment for experimentation and failures to support fast learning cycles 

• Prioritizes the product backlog & maintains a vision for the product 

• Oversees and drives the go-to-market and strategic marketing plans for the product 

• Manages the senior stakeholder community and customer advisory boards 

• Leads by example, exhibiting robust risk measures while advocating for adherence throughout the development lifecycle 

• Drives our cloud strategy for our contact center service, and owns the P&L of the product

Required Qualifications, Skills and Capabilities: 

• 5+ years’ experience in product management with an emphasis on delivering contact center solutions that enable our business strategy as well as experience in technology product management within an enterprise environment 

• Experience providing roadmaps, product overviews, reports, backlog, and documentation for enterprise technology solutions 

• Understanding of the end-to-end software development process, including product strategy development, customer engagement, architecture design, engineering, implementation, and operations 

• Knowledge of the Amazon Connect and leading contact center systems deployed within the financial services industry 

• Understanding of software development methodologies and practices (SDLC, Agile, Scrum, etc.) 

• Good written and verbal communication skills with the ability to articulate concepts to senior management as well as business and technical partners with good interpersonal skills to manage relationships with a variety of partners and stakeholders 

• Experience of building strong, cohesive partnerships with key stakeholders, as well as writing technical stories in JIRA/confluence using industry standard notations 

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans