Product Manager, Enterprise Communication Platforms

About the role

Lead the roadmap for enterprise contact center platforms, defining outcomes, metrics, and secure, reliable delivery. As a Product Manager within Corporate Technology and the Contact Center Product Line at JPMorganChase, you will own the end-to-end success of contact center capabilities that help employees serve customers more effectively in a hybrid, global environment. You will partner with internal customers to design and integrate Amazon Connect workflows into business applications and operating processes, ensuring solutions are valuable, viable, and measurable.

Responsibilities

• Define and communicate a clear product vision, strategy, and roadmap aligned to long-term business goals and customer needs
• Partner with internal customers and technology teams to design, build, and integrate Amazon Connect workflows into line-of-business applications and operational processes
• Translate customer problems into well-scoped product requirements and prioritized backlog items, balancing value, risk posture, cost, and reliability
• Establish and manage product metrics and success measures, including customer satisfaction, adoption, service levels, and operational performance
• Lead discovery efforts, including user research and industry trend monitoring, to inform near- and long-term product decisions
• Drive cross-functional delivery alignment across engineering, operations, risk and controls, and business partners to ensure consistent execution
• Oversee product readiness and go-to-market planning, including communications, enablement, and adoption plans for internal customers
• Create an environment that supports responsible experimentation, rapid learning cycles, and continuous improvement
• Facilitate senior stakeholder engagement and governance, setting expectations, communicating tradeoffs, and providing transparent status reporting

Requirements

• Formal training or certification on product engineering concepts and 5+ years applied experience
• Proven experience as a technology product manager in a large, matrixed enterprise environment with end-to-end product ownership
• Demonstrated ability to translate complex customer needs into clear requirements, prioritized backlogs, and measurable outcomes
• Experience delivering contact center and telephony solutions, including workflow design and integration with business applications
• Strong understanding of modern software delivery practices, including Agile methodologies and product lifecycle management
• Ability to define, track, and act on product performance metrics such as adoption, customer satisfaction, service levels, cost, and reliability
• Strong written and verbal communication skills, with the ability to influence senior stakeholders and align cross-functional teams on decisions and tradeoffs
• Demonstrated strength in stakeholder management, building trust-based partnerships, and driving alignment across diverse partner groups
• Experience writing clear user stories and acceptance criteria using industry-standard notation

Preferred Qualifications

• Working knowledge of Amazon Connect
• Experience building or integrating enterprise contact center platforms with case management, customer relationship management, or workflow orchestration tools
• Familiarity with service management concepts, including service level objectives/service level agreements, incident/problem management, and operational readiness
• Experience applying data and analytics to product decisions, including experimentation, A/B testing, or funnel analysis
• Exposure to artificial intelligence and machine learning use cases in customer service, workforce engagement, or operational intelligence
• Relevant product management or cloud certifications (e.g., product management credentials or cloud platform certifications)

Benefits

• Comprehensive health care coverage
• On-site health and wellness centers
• Retirement savings plan
• Backup childcare
• Tuition reimbursement
• Mental health support
• Financial coaching

Additional details about total compensation and benefits will be provided during the hiring process.