Customer Service Director jobs in United States, Ohio, Columbus
JPMorgan Workplace Solutions - Customer Service Team Lead United States, Ohio, Columbus
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J.P. Morgan Workplace Solutions is a technology and service-based offering, created to empower our corporate clients to easily manage their workplace equity compensation plans with confidence. Our intuitive solutions help to attract and keep talented people. If you seek to deliver high quality client / participant services within the Finance industry, this may be the opportunity for you.
As a Customer Service Team Lead within JP Morgan Workplace Solutions you will be responsible for operational excellence in our Global Service Desk team. This role will be reporting to the Ohio Service Lead and includes providing leadership to a team of Service Desk associates, ensuring delivery of associated KPIs. This includes but is not limited to the responsibility of managing all service delivery processes related to the identification, prioritization, and resolution of customer and participant service requests and incidents, ensuring the highest quality of customer service experiences are delivered and internal processes are followed. We are looking for an experienced leader to provide ongoing managerial, technical and motivational leadership, in line with JP Morgan values and goals.
Job responsibilities
- Manage the team of Customer Service Associates and collaborating with regional Service Desk leaders in North America, Europe, Asia or Middle East and taking responsibility for strategic decision-making.
- Lead to achieve results and be responsible for planning the necessary actions – recruitment, training, KPI improvement, IT development, logistic conditions
- Work as a focal point between the client and Workplace Solutions’ internal departments (Sales, Marketing, Product, IT, Operations, CRM…)
- Drive operational results (SLAs and KPIs and the delivery of excellent service
- Assist with questions and escalated issues from service desk team members.Seek to go above and beyond the role by taking ownership of difficult problems, aiming to resolve ongoing issues
- Adhere to and maintain the firm’s controls, policies, procedures, and regulations while supporting supervisory functions for risk mitigation and procedural oversight.
- Become an expert in the different types of equity vehicles and be able to articulate these nuances in a professional, easy-to-understand format both written and verbally.
- Partake in business development by identifying potential business opportunities between J.P. Morgan and participants to engage in broader wealth management products/services. You will serve as the gateway to broader financial solutions available for participants.
- Effectively collaborate with respective client-facing teams and internal business groups to deliver and execute client transactions. Identify opportunities to enhance employee and caller experience through process and product changes, and provide recommendations to leadership.
Required qualifications, capabilities, and skills
- FINRA Securities Industry Essentials, Series 7, 63 required as well as fluencyyin English. Fluency in other languages is a plus.
- Experience managing teams in the Customer Service / contact centre industry preferably in the Financial Services (bank, fintech or similar)
- Proven ability to operate effectively in a matrix organization with the ability to work under pressure with tight deadlines involving multiple stakeholders
- Excellent written and oral communications skills as well as proficiency with Microsoft Office Suite (Word, Excel and PowerPoint) and Microsoft Outlook
- Experience managing KPIs and SLA’ s as well as client-company relationships
- Leadership, management, analytical and decision making skills. Aptitude to improve existing processes and apply a methodical yet flexible approach to change
- Passion for learning new things every day and a continuous improvement mindset
Preferred qualifications, capabilities, and skills
- 2+ years supporting service teams in a leadership capacity
- 4+ years experience with Client Service / Contact Center solutions
- 4+ years experience with CRM and help desk software
- Lean / Six Sigma certification
- Exposure to a wide array of financial products
- Series 9 and 10 licenses preferred
- University degree in Business Administration, Economics, Finance or equivalent workexperience - preferred but not mandatory
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JPMorgan Product Director - Claims & Disputes United States, Ohio, Columbus
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Job Responsibilities:
- Oversee the product roadmap, vision, development, execution, risk management, and business growth targets.
- Lead the entire product life cycle through planning, execution, and future development by continuously adapting, developing new products and methodologies, managing risks, and achieving business targets like cost, features, reusability, and reliability to support growth.
- Coach and mentor the product team on best practices, such as solution generation, market research, storyboarding, mind-mapping, prototyping methods, product adoption strategies, and product delivery, enabling them to effectively deliver on objectives.
- Own product performance and be accountable for investing in enhancements to achieve business objectives.
- Monitor market trends, conduct competitive analysis, and identify opportunities for product differentiation.
Required Qualifications, Capabilities, and Skills:
- 8 years of experience or equivalent expertise delivering products, projects, or technology applications.
- Extensive knowledge of the product development life cycle, technical design, and data analytics.
- Proven ability to influence the adoption of key product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management.
- Experience driving change within organizations and managing stakeholders across multiple functions.
- Partners closely with the Product Director to drive the execution of complex initiatives through the entire product life cycle including discovery, execution, and future development by continuously adapting, developing new products and methodologies, managing risks, and achieving business targets like cost, features, reusability, and reliability to support growth
Preferred Qualifications, Capabilities, and Skills:
- Proven ability to influence the adoption of key product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management.
- Experience driving change within organizations and managing stakeholders across multiple functions.
- Recognized thought leader within a related field.
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JPMorgan Senior Director Software Engineering - Deposits United States, Ohio, Columbus
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- Create a welcoming environment by delivering attentive and friendly service by greeting clients as they enter the branch, making them feel appreciated, managing lobby traffic, checking clients into the waiting queue, and scheduling/canceling client meetings.
- Exceed client expectations while assisting with day-to-day transactions as well as open new accounts, while complying with all policies, procedures, and regulatory and banking requirements.
- Educate clients on how the usage of technology self-service options such as leveraging the Chase Mobile App, Chase.com, and ATMs can help them with their banking needs whenever, wherever, and however they want.
- Build meaningful relationships with clients by actively listening, asking thoughtful questions, demonstrating empathy, and sharing product knowledge and solutions – introducing them to our team of experts to help achieve their financial goals.
- Perform branch operations, which may include managing cash devices such as the cash vault, ATM, or others while adhering to all bank policies and procedures.
- Ability to put clients first and exceed their expectations – delivering attentive and friendly service, creating a welcoming environment.
- Ability to build trusted relationships – demonstrating genuine care and concern during interactions with clients.
- Ability to engage clients – communicating clearly and politely to understand and help, anticipating client needs.
- Ability to quickly and effectively resolve client issues with attention to detail – providing a consistent client experience.
- Ability to elevate the client experience – working collaboratively as a team to deliver seamless service with care and sincerity.
- Ability to quickly and accurately learn products, services, and procedures.
- Client service experience or comparable experience.
- High school diploma or GED equivalent.
- Strong desire and ability to influence, educate, and connect customers to technology solutions.
- Cash handling experience.
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JPMorgan Client Service Associate United States, Ohio, Columbus
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As the Risk Technology UI & Workflow Platforms Lead at JPMorgan Chase within the Risk Tech organization, you will lead a technical area and promote impact across teams, technologies, and projects within various departments. You will leverage your extensive knowledge of software, applications, technical processes, and product management to oversee multiple complex projects and initiatives. In this role, you will serve as the primary decision maker for your teams, fostering innovation and ensuring effective solution delivery.
Job responsibilities
- Leads technology and process implementations to achieve functional technology objectives
- Makes decisions that influence teams’ resources, budget, tactical operations, and the execution and implementation of processes and procedures
- Develops and maintains a product roadmap outlining the planned features and enhancements
- Monitors product performance and user feedback to identify areas for improvement and make data-driven decisions
- Carries governance accountability for coding decisions, control obligations, and measures of success such as cost of ownership, maintainability, and portfolio operations
- Delivers technical solutions that can be leveraged across multiple businesses and domains
- Influences peer leaders and senior stakeholders across the business, product, and technology teams
- Champions the firm’s culture of diversity, opportunity, inclusion, and respect
Required qualifications, capabilities, and skills
- Formal training or certification on software engineering concepts and proficient expert experience
- Significant experience of developing or leading cross-functional teams of technologists
- Experience of building technical platforms/products and achieving adoption across a large organisation
- Proven experience of leading a product as a Technical Product Owner or Technical Product Manager
- Proven understanding of platform architecture and development
- Excellent leadership, communication, and interpersonal skills
- Skilled in hiring, developing, and recognising talent
Preferred qualifications, capabilities, and skills
- Financial Services experience
- Degree qualified
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JPMorgan Control Manager Executive Director - Consumer United States, Ohio, Columbus
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Job Summary:
As a Control Manager, Executive Director, within the Consumer and Community Banking Data & Analytics Function, you will lead and enhance our control framework, ensuring our risk assessment approach is continuous and integrated and promoting strategic initiatives. You will collaborate with business and functional partners to identify key risks and mitigants, provide strategic and tactical input for business decisions, and represent the CCB Control Management organization in Firmwide and CCB control management forums related to Analytics and governance of data-driven initiatives.
Job Responsibilities:
- Monitor analytics portfolio activity and development to ensure compliance with policies and procedures.
- Represent CCB Control Management in Firmwide control management forums related to governance of Analytics and data-driven initiatives.
- Collaborate with Business and Functional Heads of Data & Analytics to identify key risks and mitigants.
- Provide strategic and tactical input for business decisions and ensure controls for new and existing Data & Analytics activities and initiatives.
- Report and present risk assessments findings to senior management.
- Partner with colleagues across various functions to drive consistent operational risk practices.
- Establish control frameworks and governance for new and emerging business areas.
- Manage control-related activities, including risk assessments and new business initiatives.
Required Qualifications, Capabilities, and Skills:
- Bachelor’s degree or equivalent experience required.
- 10+ years of experience in financial services, focusing on controls, audit, risk management, or compliance.
- Ability to work independently and adapt to new situations with minimal direction.
- Expert knowledge of control and risk management concepts.
- Strong leadership and judgment skills to influence risk management culture.
- Exceptional communication skills for engaging with senior stakeholders.
- Proficiency in Microsoft Office Suite, with the ability to create compelling executive presentations.
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JPMorgan Business Operations Director - Transformation & Strategic In... United States, Ohio, Columbus
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As a Business Operations Director – Transformation & Strategic Initiatives at JPMorgan Chase within the Consumer & Community Banking Operations team, you will define and execute a multi-year transformation roadmap. You will leverage industry best practices and emerging technologies to deliver end-to-end improvements in customer and employee experiences. This role requires strong collaboration with senior leadership, business partners, and external advisors. You will ensure alignment with strategic objectives and deliver measurable wins along the way. The position is based in Columbus, OH; Wilmington, DE; Indianapolis, IN; Heathrow, FL; or Tampa, FL.
You will serve as a thought leader in operations, bringing expertise in large-scale change initiatives and consulting or advisory roles. The role involves championing a culture of innovation, agility, and continuous improvement. You will oversee operational risk identification and mitigation, ensuring compliance with regulatory requirements. The successful candidate will inspire and mentor teams, fostering collaboration and high performance. This is an opportunity to drive transformation at scale and influence the strategic direction of our operations function.
Job Responsibilities
- Define and communicate a compelling vision for the future of operations, aligned with organizational goals and industry trends.
- Lead the design and delivery of large-scale transformation programs to enhance efficiency, customer experience, and risk management.
- Build and maintain strong relationships with senior leadership, business partners, and external advisors to ensure alignment and successful execution.
- Champion a culture of innovation, agility, and continuous improvement using structured change management methodologies.
- Oversee the identification and mitigation of operational risks, ensuring robust controls and regulatory compliance.
- Inspire, mentor, and develop high-performing teams, fostering an open and collaborative culture.
- Develop and present robust business cases for strategic initiatives.
- Manage multiple priorities and deliver results under tight deadlines.
- Leverage data, technology, and process reengineering to drive operational improvements.
- Monitor progress and measure outcomes to ensure sustained results.
- Serve as a trusted advisor to stakeholders at all levels.
Required Qualifications, Capabilities, and Skills
- Several years experience as an Executive Director or similar external position
- Minimum of 10 years of experience in operations and/or technology, ideally in consumer banking.
- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- Proven track record of leading complex, cross-functional initiatives in a highly regulated environment.
- Experience in consulting or advisory roles, with demonstrated ability to influence at the executive level.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Demonstrated ability to manage multiple priorities and deliver results under tight deadlines.
- Experience with structured change management methodologies (e.g., Prosci ADKAR).
- Ability to develop and present robust business cases.
- Strong stakeholder engagement skills and team leadership and talent development.
Preferred Qualifications, Capabilities, and Skills
- Strong understanding of consumer banking operations and technology.
- MBA or advanced degree preferred.
- Experience with data-driven transformation initiatives.
- Familiarity with industry best practices in operational excellence.
- Ability to foster a culture of innovation and continuous improvement.
- Experience working with external advisors and consultants.
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JPMorgan Senior Lead Infrastructure Engineer - Service Delivery Load-... United States, Ohio, Columbus
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Job responsibilities
- Applies deep technical expertise and problem-solving methodologies focused on analyzing complex data and systems, anticipating issues, and finding ways to mitigate risk.
- Works with other platforms to architect and implement changes required to resolve issues and modernize the organization and its technology processes.
- Be responsible for infrastructure engineering in accordance with business requirements.
- Drives results and implements multiple complex programs.
- Drives thought leadership within the product line.
- Executes work according to compliance standards, risk and security, and business objectives.
- Considers upstream/downstream system or technical implications and advises on mitigation actions.
- Advises junior engineers and technologists.
- Adds to team culture of diversity, opportunity, inclusion, and respect.
Required qualifications, capabilities, and skills
- Formal training or certification on Load-Balancing concepts and 5+ years applied experience.
- Deep knowledge of Load-Balancing technologies (F5) - 5+ years of experience. or more.
- Experienced in network routing and switch technologies - 3+ years of experience years or more.
- Experienced in software development (Python and Ansible) - 3+ years of experience.
- Knowledge of one or more areas of infrastructure engineering such as hardware, networking terminology, databases, storage engineering, deployment practices, integration, automation, scaling, resilience, or performance assessments.
- Adept in specific infrastructure technology and programming languages (e.g., Scripting, Python, etc.).
- Deep technical knowledge across multiple domains.
- Deep knowledge of cloud infrastructure and multiple cloud technologies with the ability to operate in and migrate across public and private clouds.
Preferred qualifications
- Exposure to managing budgets.
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Share
J.P. Morgan Workplace Solutions is a technology and service-based offering, created to empower our corporate clients to easily manage their workplace equity compensation plans with confidence. Our intuitive solutions help to attract and keep talented people. If you seek to deliver high quality client / participant services within the Finance industry, this may be the opportunity for you.
As a Customer Service Team Lead within JP Morgan Workplace Solutions you will be responsible for operational excellence in our Global Service Desk team. This role will be reporting to the Ohio Service Lead and includes providing leadership to a team of Service Desk associates, ensuring delivery of associated KPIs. This includes but is not limited to the responsibility of managing all service delivery processes related to the identification, prioritization, and resolution of customer and participant service requests and incidents, ensuring the highest quality of customer service experiences are delivered and internal processes are followed. We are looking for an experienced leader to provide ongoing managerial, technical and motivational leadership, in line with JP Morgan values and goals.
Job responsibilities
- Manage the team of Customer Service Associates and collaborating with regional Service Desk leaders in North America, Europe, Asia or Middle East and taking responsibility for strategic decision-making.
- Lead to achieve results and be responsible for planning the necessary actions – recruitment, training, KPI improvement, IT development, logistic conditions
- Work as a focal point between the client and Workplace Solutions’ internal departments (Sales, Marketing, Product, IT, Operations, CRM…)
- Drive operational results (SLAs and KPIs and the delivery of excellent service
- Assist with questions and escalated issues from service desk team members.Seek to go above and beyond the role by taking ownership of difficult problems, aiming to resolve ongoing issues
- Adhere to and maintain the firm’s controls, policies, procedures, and regulations while supporting supervisory functions for risk mitigation and procedural oversight.
- Become an expert in the different types of equity vehicles and be able to articulate these nuances in a professional, easy-to-understand format both written and verbally.
- Partake in business development by identifying potential business opportunities between J.P. Morgan and participants to engage in broader wealth management products/services. You will serve as the gateway to broader financial solutions available for participants.
- Effectively collaborate with respective client-facing teams and internal business groups to deliver and execute client transactions. Identify opportunities to enhance employee and caller experience through process and product changes, and provide recommendations to leadership.
Required qualifications, capabilities, and skills
- FINRA Securities Industry Essentials, Series 7, 63 required as well as fluencyyin English. Fluency in other languages is a plus.
- Experience managing teams in the Customer Service / contact centre industry preferably in the Financial Services (bank, fintech or similar)
- Proven ability to operate effectively in a matrix organization with the ability to work under pressure with tight deadlines involving multiple stakeholders
- Excellent written and oral communications skills as well as proficiency with Microsoft Office Suite (Word, Excel and PowerPoint) and Microsoft Outlook
- Experience managing KPIs and SLA’ s as well as client-company relationships
- Leadership, management, analytical and decision making skills. Aptitude to improve existing processes and apply a methodical yet flexible approach to change
- Passion for learning new things every day and a continuous improvement mindset
Preferred qualifications, capabilities, and skills
- 2+ years supporting service teams in a leadership capacity
- 4+ years experience with Client Service / Contact Center solutions
- 4+ years experience with CRM and help desk software
- Lean / Six Sigma certification
- Exposure to a wide array of financial products
- Series 9 and 10 licenses preferred
- University degree in Business Administration, Economics, Finance or equivalent workexperience - preferred but not mandatory
These jobs might be a good fit
