Senior Associate

4 weeks ago

hyderabad, India JPMorgan Chase & Co. Full time

Be at the heart of transforming visions into market-ready products, while you navigate through and solve complex challenges. In this dynamic environment, you ensure smooth product delivery and support change initiatives, marking a significant step in your career growth and innovation journey.

As a Senior Product Delivery Associate in Chase Consumer & Community Bank - Machine Learning Intelligence Operations, you are trusted with enabling the delivery of Knowledge Management products in a stable and scalable way. You will work with cross-function teams, build key relationships, and enable the product to continuously deliver value. You will be passionate about our mission of delivering knowledge that address the needs of customers and employees who assist customers to solve problems. You will be fervent in our vision to be the single source of truth for knowledge for customer service. You will be diligent with data, analytics, and research which promotes our designs for solutions that simplify problem resolution and improve satisfaction. You will strive to meet customers where they are, in their channel of choice and provide help for customers to self-serve. You will focus on improving and simplifying the experience through innovations in machine learning and artificial intelligence to maximize and accelerate benefits.

A successful candidate will be passionate about our mission of delivering knowledge that address the needs of customers and employees who assist customers to solve problems. Fervent in our vision to be the single source of truth for knowledge for customer service. Diligent with data, analytics, and research which drives our designs for solutions that simplify problem resolution and improve satisfaction. Strives to meet customers where they are, in their channel of choice and provides help for customers to self-serve. Focused on improving and simplifying the experience through innovations in machine learning and artificial intelligence to maximize and accelerate benefits. 

Job Description:

This position will be responsible for a product area in Machine Learning / Artificial Intelligence to deliver knowledge content via APIs and services suitable to channel (contact center, voice, digital, branches), personalized by persona (agent, specialist, banker, advisor, customer) Execute part of the strategic knowledge management roadmap through constant story writing, build, test and deployment Continuously refine requirements to deliver collective knowledge services and capabilities to scale Facilitate & drive solutions across the organization; working with legal, risk, operations, design and technology teams to prioritize, deliver and align with senior management Build relationships with multiple diverse stakeholders across the firm Act as voice of the customer and our specialists and drive the product vision in forums where senior product owners are not present Be responsible for a product area in Machine Learning / Artificial Intelligence to deliver knowledge content via APIs and services suitable to channel (contact center, voice, digital, branches), personalized by persona (agent, specialist, banker, advisor, customer) Execute part of the strategic knowledge management roadmap through constant story writing, build, test and deployment Continuously refine requirements to deliver collective knowledge services and capabilities to scale Facilitate & drive solutions across the organization; working with legal, risk, operations, design and technology teams to prioritize, deliver and align with senior management Build relationships with multiple diverse stakeholders across the firm Act as voice of the customer and our specialists and drive the product vision in forums where senior product owners are not present

Required qualifications, capabilities, and skills

Minimum 7 years of product management experience – including defining user experience needs, writing user stories, creating product value propositions, developing features and benefits and developing roadmaps. Alternatively, Minimum 7 years of knowledge management, machine learning / artificial intelligence experience or similar Operations experience Experience in the design & development of service offerings that span multiple channels and form factors Ability to synthesize large amounts of information to inform decisions, gain buy-in, and drive work forward Product development using machine learning / artificial intelligence embedded in customer and employee-facing experiences  Domain knowledge in building products using APIs, SaaS, multi-channel delivery distribution Deep knowledge of Agile practices (. Scrum, Kanban, Lean) with experience setting up agile at scale teams (. LeSS models) Proven track record of having successfully led agile teams to bring products to market  Coaching and Team Development – track record of facilitating high performing, self-directed teams and coaching for results at all levels in an organization. Design Thinking – zero based customer journey design and customer experience implementations. Demonstrated Leadership – Executing change as evidenced by having led cross LOB or functional programs or process improvement initiatives  Conflict Resolution – Must be able to facilitate discussion and facilitate alternatives or different approaches. Capable of helping teams to address dysfunctions that may result from teams misinterpreting, ignoring or rejecting Agile and Lean values and principles

Experienced working successfully in at-scale high-complexity environments or successful startup experience delivering innovative customer experiences to market

We operate in a hyper-collaborative way in which we value and expect the following behaviors: 

Put customers first Value common sense and simplicity over complexity Make decisions quickly and move nimbly Celebrate diverse ideas Succeed and fail together as a team

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