Production Management, Issues Management – Technology Support III

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 Commercial & Investment Bank Payments Technology team, you are trusted with enabling the delivery of products in a stable and scalable way. Work with cross-function teams, build key relationships, and enable the product to continuously deliver value.

Job responsibilities

• Collaborates with the Product Delivery Manager to execute on key delivery tasks and identify ways to boost efficiencies
• Supports the completion of change management activities across functional partners and monitors adherence to the firm's risk, controls, compliance, and regulatory requirements
• Raises blockers and other impediments to the Product Delivery Manager to manage dependencies and ensure adequate resources

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise in product management or a relevant domain area
• Demonstrated ability to execute operational management and change readiness activities
• Strong understanding of delivery and a proven track record of implementing continuous improvement processes
• Experience in product or platform-wide release management, in addition to deployment processes and strategies 
• Experience or equivalent expertise in Issue Management and/or Payment industry
• Strong presentation (oral and written) skills with ability to understand and articulate complex problems and solutions, in a concise and relevant manner to all levels (including senior management)
• Experience in data analytics or billing reconciliation 
• Proficient knowledge of the product development life cycle, design, and data analytics
• Proficient knowledge of payment fees and issue management
• Experience executing operational management and change readiness activities
• Experience in product deployment processes 

Preferred qualifications, capabilities, and skills

• Developed knowledge of the product development life cycle

Job Responsibilities:

• Ability to serve as a Senior SME within the Issues Management Team
• Ensure timely and accurate resolution of production issues. This requires you to conduct research, identify and coordinate work activity between stakeholders in a matrix organization and manage the lifecycle of the issue until resolved
• Effectively communicate root cause analysis of issues to internal and external stakeholders as directed
• Builds and maintains strong relationships with JPMC business partners and technology teams to identify process improvement opportunities
• Collaborates with JPMC business partners and technology teams to understand application functions and related downstream processing components
• Leads and ensures assigned project activities are completed within established timelines

Required Qualifications:

• Batchelor's degree or minimum 7+ years or relevant experience in performing complex research, troubleshooting, resolving and writing Advanced SQL queries
• Demonstrated strong technical skills, business acumen related to data management, performing complex research and Merchant Services payments processing
• Experience with SQL, Oracle Database, AWS Cloud, AWS Snowflake, Splunk, Unix and Linux Commands
• Excellent communication skills, organizational, time management skills and client facing experience
• Ability to work independently with minimal supervision as well as collaborate within a group
• Experience with incident management, production support and problem management processes
• Experience with Large Language Models (LLM) and experience in automation

Preferred Qualifications, Skills and Capabilities

• Ability to influence and lead technical conversations with other resolver groups as directed
• Executive Presence including summarizing, recommending and presenting issues as well as solutions to Senior Managers and Executive Leadership as requested
• Able to influence internal stakeholders and peers and spearhead process improvement initiatives within Production Management
• Collaborates with Application Management and Development teams to understand application functions and related downstream processing components