Senior Associate Product Delivery Business Enablement
Share
Job Location:
Monthly Salary:
Posted on:
12 days ago
Vacancies:
1 Vacancy
Department:
Job Summary
Description
Be at the heart of transforming visions into market-ready products while you navigate through and solve complex 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 within the Client Onboarding and Service (COS) Product team you are trusted with enabling the delivery of 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 identify and deliver impactful solutions across onboarding servicing and contact center journeys. You will partner with cross-functional teams to translate operational challenges into actionable AI-driven improvements fostering a culture of innovation and continuous enhancement.
Job responsibilities
- Lead interviews call listening and journey mapping across onboarding servicing and contact center channels (voice chat email self-service)
- Translate operational pain points into clear hypotheses with measurable business outcomes including cycle time exception rates containment FCR AHT ASA abandon rates QA pass rates and CSAT/NPS
- Prioritize opportunities based on value feasibility risk and client impact defining success criteria and guardrails
- Collaborate with Operations Product and Risk to ensure solutions address real workflow friction
- Design structured prompt patterns and interaction flows for agent assist case triage classification summarization and document processing
- Specify retrieval and grounding approaches define expected AI behaviors and establish escalation criteria
- Write user stories that define inputs outputs edge cases and acceptance criteria grounded in operational reality
- Create evaluation rubrics covering quality factuality helpfulness safety tone and compliance
- Build and maintain curated test sets with clear error taxonomies and severity definitions
- Define offline evaluation standards and support online experiments (A/B tests champion challenger)
- Design Human-in-the-Loop workflows reviewer guidelines calibration routines and QA sampling methods
Required qualifications capabilities and skills
- 3 years of experience or equivalent expertise in product management or a relevant domain area
- Experience executing operational management and change readiness activities
- Experience in product deployment processes
- 5 years of experience in product ownership business analysis service design consulting or operations within financial services or a regulated environment
- Strong functional understanding of client onboarding servicing and/or contact center operations
- Proven ability to translate business problems into clear measurable requirements and acceptance criteria
- Hands-on experience designing prompts defining evaluation criteria and operating human-in-the-loop review in pilot or production AI use cases
- Familiarity with common AI capability patterns (retrieval grounded assistants summarization classification document extraction) and when to apply rules retrieval or learning
- Command of onboarding and service metrics and levers: cycle time exceptions containment FCR AHT ASA abandon QA CSAT/NPS
- Experience interpreting offline evaluation results and online experiment outcomes to drive decisions
- Excellent stakeholder management across Operations Contact Center Product Data Technology Risk and Compliance
Preferred qualifications capabilities and skills
- Developed knowledge of the product development life cycle
- Experience building gold sets error taxonomies reviewer playbooks and calibration frameworks
- Working knowledge of retrieval grounding and prompt safety patterns; awareness of common failure modes and mitigations
- Familiarity with BI tools and KPI dashboards; ability to interpret analytics or basic SQL outputs
- Background in service blueprinting Lean/continuous improvement or change management
- Understanding of model risk management and responsible AI practices in regulated environments
This position does not support any Visa sponsorship now or in the future
Required Experience:
Senior IC
About Company
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans ov ... View more
