Job Description

Program Overview

Treasury Services and the Commercial Bank are launching a global, cross-LOBprogram to improve the client and employee experience and optimizestraight-through-processing of payments.

We are going to make tools and information available to clients to speed upimplementations and we'll provide multiple ways for clients to quickly getanswers to their service inquiries. We're also bringing together the information and tools employees need ina single, intuitive portal, enabling them to provide faster implementations andinquiry resolution without sacrificing the high degree of accuracy that ourclients value.  In addition, we'll leveragedata science and artificial intelligence to proactively provide differentiatedinsights that drive better decision-making and optimize their transactionprocessing business.

The program is structured withfour treasury services functional teams (Set-up & Maintenance, Inquiry Resolution,Data Insights and Dashboards, and Core Enablers), four channels teams (ChaseConnect, Access/Access Lite, Navigator 2.0, and APIs), and a program office thatwill perform overarching demand and delivery management, track key performancemetrics, and accelerate adoption. Each cross-functional team will be empoweredto refine and prioritize our build and integration based on client/practitionerfeedback.  

Team Overview

The Inquiry Resolution team willpartner with the channelleads to collaboratively design and develop the core components that enableclients and client service employees to quickly and easily resolve the mostcommon client issues regarding their payments and accounts. The team will workin close collaboration with the Access, Chase Connect, and Navigator channelsteams to ensure deliverables that offer the greatest impact are prioritized andmeet the needs of the diverse user groups. The team will comprise product managers and technologists and willleverage shared resources from the program office.  The team will also work with the CommercialBank and Corporate & Investment Bank change readiness/migrations teams toensure smooth rollouts and drive adoption. 

Role Overview

The primary focus of this role is to automate the user experience and, viadefined functionality, make the process efficient, timely and transparent.  This role is critical to differentiating JPMCin the market. Working as the bridge between end-users and the development team,the Global Head of Product Management - Inquiry Resolution will communicate thevoice of the users, manage the product roadmap, articulate new features andenhancements to technologists, coordinate the successful implementation of productreleases, and support ongoing product use while ensuring focus on program's strategicvision and goals and meeting deadlines.

The role is likely to be positioned at the Vice President level, though it is possible ED level candidates could be considered.
Key Responsibilities:
  • Work closely with clients, client service,implementations, and sales colleagues to understand client needs and painpoints as well as trends in the competitive marketplace
  • Develop user journeys and other artifacts that helpcommunicate, and rally support for, new features/functionality that are mostimpactful for clients   
  • Develop and adapt product roadmaps to enable achievementof the program's overarching goals, in a manner consistent with our guidingprinciples
  • Prioritize the product delivery schedule in an objectiveand transparent way and determine resource needs to meet key deadlines
  • Identify critical dependencies, resourcing gaps, andother issues and present recommendations for resolution
  • Maintain ongoingproactive partnership with technology team members to ensure business demandsare understood and delivered in an agile manner within agreed upon timeframes
  • Ensure feedback from user demos is incorporated intoroadmaps so that deliverables meet business needs
  • Coordinate product releases and support client andpractitioner adoption of new features/functionality
  • Provide coaching to team members and input intoperformance reviews


  • Track record of strong performance  
  • Minimum of 5 years of experience, including experience in product management at a financial services, technology, or fintech firm

  • Self-starter able thrive in a fast-paced, collaborative and cross-functional environment that is results-driven

  • Creative problem solver, capable of developing innovative and differentiated solutions

  • Rigorous, logical thinker with ability to identify and articulate rationale, assumptions, and risks

  • Excellent relationship-building skills, with ability toestablish trust and credibility across lines of business and functions andinfluence key stakeholders

  • Fortitude to persevere when confronted with difficultchallenges    

  • Strong time-management and organizational skills withability to objectively prioritize

  • Excellent written, visual, and verbal communicationskills, including ability to communicate technical topics to a non-technicalaudience and business needs to a technical audience   

  • Passion for driving toward an excellent client experience

  • Ability to attract, develop and retain top-talent; opento giving and receiving feedback  

  • Good understanding of lean/agile product development lifecycle

  • Knowledge of treasury services, corporate/commercial banking and client service/implementations functions and platforms a significant plus 

  • Superior judgment to mitigate risk and foster anenvironment where risk/control issues are escalated and creative solutions areidentified

  • Bachelor's degree required; graduate degree in a business or technical field preferred  

  • Flexibility for occasional travel

  • Location base in New York, Chicago, Tampa

Additional Background

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at


J.P. Morgan's Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. With over $24 trillion of assets under custody and $430 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.

J.P. Morgan Treasury Services (TS) is one of the world's largest, most trusted and innovative full-service providers of domestic and international cash management, liquidity, commercial card, FX and escrow solutions. With more than 135,000 corporations, financial institutions, public sector agencies and non-government clients in over 180 countries across the globe, we offer specialized solutions that provide operating efficiencies and value beyond other standardized solutions available in the market. Our global product and technology platform, integrated client service model and network of operational centers enable TS to deliver a consistent set of services to clients no matter where they are across the world.

Commercial Banking (CB) offers clients the convenience and vast banking network of Chase, combined with the thought leadership and global financial capabilities of J.P. Morgan.  We deliver extensive industry knowledge, local expertise and dedicated service to more than 24,000 clients, including corporations, municipalities, financial institutions, real estate investors and owners, and not-for-profit organizations with annual revenue generally ranging from $20 million to $2 billion.  We offer a comprehensive set of financial products and services including credit, equipment finance, real estate finance, treasury services and provide clients with access to the investment banking and asset management services of J.P. Morgan.

Application Instructions

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