Employee Experience (EX) Product Channel Operations Director

Join us to shape the future of employee digital experiences at JPMorganChase. You will lead the operational heartbeat of our primary channels making a real impact on how employees get help find answers and connect to support. We value your leadership problem-solving skills and passion for delivering stable high-quality services. As part of our team youll collaborate across product engineering and analytics driving improvements that matter. Discover a role where your expertise powers meaningful change and career growth.

As an Employee Experience (EX) Product Channel Operations Director in the Employee Experience (EX) team you will manage the day-to-day operations of our key employee digital channels. You will ensure these channels are stable responsive and effective in connecting employees to the support they need. Your role involves close partnership with engineering product and domain teams to drive service quality and operational excellence. You will lead incident response coordinate operational improvements and maintain clear communication with stakeholders. Your work will directly influence the employee experience and operational transparency.

Job Responsibilities:

• Run daily channel operations to maintain stability and performance
• Monitor service health and review operational routines
• Lead incident response and service restoration efforts
• Coordinate operational backlogs and recurring issues
• Drive continuous improvement based on operational signals and feedback
• Ensure effective employee-facing support pathways and escalation processes
• Integrate cross-domain experiences for seamless employee journeys
• Define and maintain measurement and reporting for channel operations
• Ensure production supportability and operational readiness for changes
• Communicate operational status and major issues to leadership and partners
• Align with key partners across engineering product support and analytics

Required Qualifications Capabilities and Skills:

• Extensive proven leadership running day-to-day operations for high-visibility digital channels or platforms (service health incident leadership operational backlog discipline).
• Strong cross-functional operating capability across product engineering/SRE data and multiple domain stakeholders in a matrixed environment.
• Structured problem-solving: able to turn operational signals into prioritised fixes and sustained improvements.
• Ability to represent the employee experience operationally: clarity on what broke who is impacted how we restore and how we prevent recurrence.
• Experience providing clear calm and concise operational updates to very senior stakeholders during live issues and high-pressure momentsable to explain impact current state decisions risks and next steps in plain language and to adapt messaging to the audience.