New Job Virtual Card Product Operations Manager-Payments-Vp In Illinois

You are analytical, with an outcome-focused product mindset, and appreciate the value of providing an exceptional client experience.

JP Morgan's virtual card product is a flexible B2B payment solution that is constantly innovating to meet the diverse and rapidly evolving payment needs of our clients. Virtual card is part of JP Morgan's industry-leading Commercial Card offering that provides payment solutions to businesses (public and private sector) and other institutions for commercial expenditures, including business supplies, maintenance, repair, operational expenses and travel.

As a Product Operations Manager, you will focus on the production health and wellness of the virtual card product. You will be a subject matter expert and central point of contact to remediate issues, implement defect fixes, and lead proactive strategies in pursuance of exceptional customer experience. You'll heavily leverage critical thinking skills and data analytics to understand client usage patterns and tirage issues, in the interest of providing superior customer support and developing solutions that best meet customer needs. You will work directly with various servicing and technical support teams, and provide product management leadership to a center of excellence agile team responsible for application fixes and product support enhancements.

Job responsibilities:

• Have a deep expert-level understanding of the virtual card product and system specifications in order to provide product consultation and support to internal and external customers
• Assist with incident triage and remediation, including: removing impediments, performing deep data analysis, tracing data flows between integration points, understanding client usage patterns, evaluating metrics, conducting root cause analysis, and coordinating between operations and technology teams
• Manage the end-to-end process for virtual card production defects and product stability enhancements, including: analysis, collecting feedback, building and prioritizing a product backlog, and facilitating work via the agile product development process, fully owning items through to production and attainment of the desired outcomes
• Partner with technology to build a secure, highly available, scalable, and adaptable platform for the product
• Provide oversight of end-to-end client experience, including management of client servicing strategy, adherence to servicing level agreements, and assistance in resolving questions/customer escalations; Understand the end-to-end client support strategy, and partner with support functions to improve processes and enhance the overall experience
• Define KPIs and monitor the production health of the virtual card product; Anticipate future challenges, devise strategies to address, initiate and guide actions as necessary to sustain a stable product with positive client outcomes
• Actively assist to create a positive team culture, ensure the adoption of agile mindset, enable the team to self-govern, allow for team development and transformation

Required qualifications, capabilities, and skills

• 5+ years of product development, management, strategy, or marketing experience; commercial card or treasury payments experience or 5+ years of application development management, or application, integration, enterprise or business architecture experience a strong plus
• A broad, enterprise-wide view of the business and varying degrees of appreciation for strategy, processes and capabilities, enabling technologies, and governance
• Strong analytical and creative problem solving skills - turning analysis into actionable insights and remediation plans
• Excellent communication and presentation skills including the ability to effectively organize and communicate complex information
• Demonstrated ability to lead and influence internal and external partners; self-motivated with the ability to effectively prioritize multiple initiatives
• Bachelor's degree or equivalent work experience

Preferred qualifications, capabilities, and skills

• Experience working directly with databases and SQL
• MBA is a plus, and a Computer Science background a strong plus

JPMorgan Chase & Co., 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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be 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.

Equal Opportunity Employer/Disability/Veterans