Digital Communications Product Associate

About the role

Leverage your product experience to "act like a CEO" and manage all aspects of our SMS delivery from platform maintenance, implementation of innovative solutions, to managing performance, vendors and cost to deliver against customer needs. As a Senior Product Associate in Digital Communications, you contribute to the team by leveraging your expertise in product development and optimization to make a significant impact, supported by real-life customer usage and user research to fuel the creation and modernization of innovative products and platforms. Collaborate closely with cross-functional teams and play a crucial role in shaping the future of our products, platforms and ongoing success.

Responsibilities

• Partner with the Product Manager to identify and prioritize enhancements to the SMS/Text alerts and notifications platform, grounded in customer needs, user research, and market trends.
• Support discovery efforts by helping collect and synthesize customer insights (usage data, research findings, journey mapping) to inform the product roadmap and feature decisions.
• Define and document requirements (epics, user stories, acceptance criteria) for platform capabilities and improvements; partner with engineering and design through delivery.
• Monitor and analyze key platform and product metrics (e.g., delivery performance, throughput, reliability, vendor performance) and translate insights into actionable backlog items.
• Ensure platform health and operational readiness to support SMS delivery at scale, including partnering with technology teams on maintenance and issue prevention.
• Collaborate with vendors and internal stakeholders to improve end-to-end delivery speed and success rates, supporting troubleshooting and performance optimization efforts.
• Track and support management of SMS delivery costs (e.g., usage drivers, vendor pricing impacts) and identify opportunities to optimize spend without compromising customer experience.
• Consider upstream/downstream impacts of changes across customer journeys and communication channels to ensure a consistent, compliant, and high-quality experience.
• Research and evaluate new SMS/communication-channel capabilities in the market and contribute recommendations for pilots or future roadmap items.

Requirements

• 3+ years of experience or equivalent expertise in product management or a relevant domain area
• Proficient knowledge of the product development life cycle
• Experience in product life cycle activities including discovery and requirements definition
• Developing knowledge of data analytics and data literacy
• Strong requirements and execution skills: writes clear epics/user stories/acceptance criteria, manages a backlog, supports testing/UAT, and coordinates cross-functional dependencies
• Data- and customer-informed decision making: uses usage analytics, user research/journey insights, and market signals to prioritize and measure outcomes

Qualifications

• Communication platform focus (preferred): familiarity with high-volume notifications and/or messaging channels (SMS, push, email), including deliverability/performance concepts and basic API/tech fluency
• Operational and vendor collaboration: monitors platform health and key KPIs, partners with vendors on SLA/performance improvements, and supports issue triage/escalation when needed
• Cost and risk awareness: supports cost/usage optimization and works effectively with Legal/Compliance/Risk partners on consent/privacy and communications requirements

Skills

• None specified

Benefits

Chase offers 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, 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.

Pay

Commensurate with experience

Schedule

N/A