Product Solutions Director
J.P. Morgan
- Client engagement and prioritization
- Stand up voice‑of‑customer and intake to document priority projects, success criteria, and timelines.
- Build and maintain a book of work with clear prioritization frameworks; translate initiatives into epics and acceptance criteria.
- Drive cross‑functional scoping and feedback loops to inform roadmap and measure adoption, satisfaction, and ROI.
- Design end‑to‑end delivery process (intake, discovery, design, build, validation, release, handover).
- Create reusable templates, reference architectures, and automation for common use cases (onboarding, pipelines, entitlements, analytics, AI/ML).
- Define SLAs/OLAs and operating cadences; propose initial roles, interview guides, and onboarding plans; establish delivery KPIs.
- Define operating model for specialist assistance, including office hours, workshops, guides, and escalation paths.
- Build playbooks and enablement curricula; launch knowledge management for guides, FAQs, troubleshooting content.
- Track activation, feature utilization, and time‑to‑value; recommend initial staffing and ramp plans.
- Help establish tiered support (Tier 0–3), case intake/routing, severity/triage, incident/problem/change management, and PIRs.
- Set response/resolution SLAs, QA loops, customer surveys, and agent scorecards; propose hiring and workforce plans.
- 8+ years in product management, customer success, solutions engineering, or support operations for Data & Analytics platforms.
- Proven track record building/scaling new functions as an IC or small team lead in complex or regulated enterprises.
- Process design expertise: intake/prioritization, SDLC/PDLC, ITIL, SLAs/OLAs, KCS, continuous improvement.
- Strong stakeholder leadership and communication; adept at translating client needs into delivery plans.
- Data and AI platform fluency: onboarding, pipelines, catalog/metadata, entitlements, observability, analytics; familiarity with governance, risk, and compliance.
- Metrics‑driven with experience defining and managing KPIs (e.g., adoption, time‑to‑value, on‑time delivery, CSAT, FCR, MTTR).
- Experience writing role profiles, interview frameworks, and onboarding plans; readiness to assume management as the team scales.
- Bachelor’s in a related field; advanced degree a plus.
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
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.
Lead product solutions, guide sales advisory, and optimize complex problem-solving to enhance the customer experience