דרושים Lead Technical Program Manager - Agile ב-גיי פי מורגן ב-United States, Columbus

• PMP Certification

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

Job responsibilities

• Develops a product strategy and product vision that delivers value to customers
• Own and articulate the product vision and roadmap, ensuring alignment with company strategy and customer needs.
• Owns, maintains, and develops a product backlog that enables development to support the overall strategic roadmap and value proposition
• Builds the framework and tracks the product's key success metrics such as cost, feature and functionality, risk posture, and reliability
• Collaborate with architects and engineering teams to address technical debt, application security breaks, Clearinghouse projects and drive technical innovation.
• Lead product launch activities, including communications such as release notes, quarterly and monthly reviews, training, user acceptance testing, and post-deployment analysis.
• Author use cases, prioritize requirements, and maintain a clear, actionable product backlog.

Required qualifications, capabilities, and skills

• Formal training or certification on security concepts and 5+ years of applied experience.
• Advanced knowledge of the product development life cycle, design, and data analytics.
• Good hands on technical knowledge in security, architecture, InfoSec trends, compliance, and risk.
• Hands on experience with Data Loss Prevention (DLP) tools and platforms (Broadcom DLP).
• Lead product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management.
• Expertise in standard documentation tools/utilities.

Preferred qualifications, capabilities, and skills

• Working in a highly matrixed, complex organization.
• Experience in security design, architecture, incident response, and strategic planning.
• Professional project or product certifications (e.g., PMP, CAPM, SPM, PDMA) or equivalent experience.
  

Your ability to innovate, adapt to change, and manage tasks effectively will be essential in driving service-delivery improvement and achieving our departmental objectives, ultimately propelling the firm toward a state of operational excellence.

Job responsibilities:

• Lead the development and implementation of process improvement initiatives, utilizing advanced data analytics to identify operational inefficiencies, providing impactful recommendations and coaching to client teams as they implement recommendations.

• Utilize storytelling skills to effectively communicate complex process improvement strategies and changes to diverse stakeholders, influencing decision-making and fostering understanding.

• Collaborate with LOBs and IT teams to evaluate existing technology ecosystems to identify/optimize platforms and tools that align with business objectives and drive digital transformation.

• Leverage AI, LLM (Large Language Models), and NLP (Natural Language Processing) tools to aid in providing actionable insights and innovative solutions to complex business challenges

• Oversee the end-to-end change management process, from strategic communications to lasting stakeholder impact mitigation, ensuring alignment with organizational goals.

• Build deep, trust-based advisory relationships with key client stakeholders and senior leaders, ensuring their satisfaction throughout the engagement.

• Analyze large quantities of data, apply a range of analytical tools, synthesize insights, and support the development of strategic solutions

• Lead one or more client projects, including managing multiple associates across several workstreams and developing team members both formally and informally, including serving as a mentor.

• Collaborate with your team to build hypothesis sets, analyses, and roadmaps for solutions.

• Manage ambiguity of requests by structuring and scoping complex problems, analyze large quantities of information, apply a range of analytical tools, synthesize insights, and develop strategic and tactical solutions

Required qualifications, capabilities, and skills:

• 5+ years of experience in developing and implementing process improvement or re-engineering programs, with a focus on operational efficiency and risk reduction.

• Bachelor’s degree in a related discipline, such as Business Administration, Economics, Finance, Management Information Systems (MIS), Industrial Engineering, Data Science or Analytics, and Computer Science.

• Demonstrated ability in leading end-to-end change management processes, including strategic communications, influencing others, and mitigating stakeholder impact.

• Advanced proficiency in data analytics, with a demonstrated ability to interpret models and make inferences from data to drive continuous improvement (see preferred technology below).

• Proficient in the application of artificial intelligence in process improvement initiatives, with a focus on optimizing the performance of AI systems (see preferred technology below).

• Proven experience in managing diverse teams, with a focus on fostering an inclusive environment and coordinating work across different parts of a department.

• Self-motivated and executes deliverables with speed and precision

• A dedicated learner with a strong commitment to skill development and a genuine curiosity for acquiring new knowledge.

• Ability to travel up to 10%

Preferred qualifications, capabilities, and skills:

• 3+ years management consulting experience

• Master’s degree in a related discipline, such as Business Administration, Economics, Finance, Management Information Systems (MIS), Industrial Engineering, Data Science or Analytics, and Computer Science.

• Familiarity with relevant technology/systems, such as Tableau, Alteryx, Power BI, Salesforce, SAP, Oracle, Python or R, SQL, and JIRA/JIRA Align

• Demonstrated ability to drive innovation by developing and applying creative solutions to enhance process efficiency and effectiveness.

• Experience utilizing systems thinking to analyze complex processes and identify areas for optimization and integration.

• Ability to foster cross-functional collaboration to identify and implement process improvement opportunities across departments.

About the Program

Upon completion of Tech Connect, joining our Software Engineer Program means, you will embark on a journey to build foundational technical and professional skills that are crucial for establishing a successful career at JPMorganChase. You will be part of a vibrant team that values growth, career advancement, and mobility, offering you opportunities to expand your expertise and network. Our program begins with an immersive induction, where you will learn about our businesses, refine your development methodologies, and enhance your professional skills. We focus on the holistic development of your technology, professional, and leadership competencies, ensuring you are well-equipped to make a meaningful impact within the firm and the wider community

As a Software Engineer in the Software Engineer Program (SEP) at JPMorganChase, you will embark on a global two-year career development journey. This program is designed to equip you with essential technical and professional skills, enabling you to build strong networks and establish a successful career with us. You will have opportunities for job growth, accelerated career advancement, and career mobility. Our program begins with an in-depth induction that introduces you to our businesses, enhances your understanding of development methodologies, and sharpens your professional skills. You will dive head-first into creating innovative solutions that make a difference for our customers, clients, and employees.

We will be filling our classes on a rolling basis. We strongly encourage you to submit your application as early as possible before job postings close.

Job Responsibilities

• Create innovative solutions that make a difference for our customers, clients and employees.

• Design, analyze, code, and test high-quality software and new products.

• Own projects end-to-end, keeping teams and stakeholders informed on development progress

• Collaborate and share ideas, information, and innovation with our global team of technologists.

• Develop skills through ongoing training, mentorship, and access to senior leaders.

• Participate in our Force for Good program to develop real-life tech solutions for social good organizations while learning new skills and collaborating with JPMorganChase tech experts

Required qualifications, capabilities, and skills

• Pursuing a B.A., B.S. or 5th year M.A. or M.S. degree in fields excluding computer science or software engineering - with expected graduation between December 2025, and May 2026

• You should have graduated and be available to start full time employment in June 2026

• Demonstrated interest in pursuing a career as a Software Engineer

• A well-rounded academic background

• Basic knowledge of industry-wide technology trends and best practices

• Ability to work effectively in large, collaborative teams to achieve organizational goals, with a commitment to fostering an inclusive and innovative culture.

• If you are a Computer Science major or have previous work/internship experience as a Software Engineer, you should apply to the FT 2026 Software Engineer job requisition.

• You should have some knowledge of core software engineering fundamentals (Data Structures, Cybersecurity, Cloud, Big Data, AI, Testing)

Preferred qualifications, capabilities, and skills

• Strong interpersonal and communication skills

• Ability to thrive in a fast-paced, collaborative environment

• Exceptional problem-solving ability

Locations you may join:

• Columbus, OH

• Jersey City, NJ

• New York Metro, NY

• Plano, TX

• Wilmington, DE

About You

If you're ready to put your passion for technology to work in a way that makes a real difference, you’ll find your place in our Tech Connect Program.

Help us learn about you by submitting a complete and thoughtful application, which includes your resume. Your application and resume is a way for us to initially get to know you, so it’s important to complete all relevant application questions so we have as much information about you as possible.

After you confirm your application, we will review it to determine whether you meet certain required qualifications.

Both HackerRank and HireVue is required, and your application will not be considered for further review until you have completed this step. We strongly encourage that you apply and complete these required elements as soon as possible, since programs will close as positions are filled.

If you are advanced to the next step, you will receive an email invitation to complete a coding challenge powered by HackerRank and HireVue video interview. The goal of the coding assessment is obtain a better understanding of your current programing knowledge and approach to problem solving and the video interviews are an opportunity to further bring your resume to life by showcasing your skills and experience for our recruiting team and hiring managers.