JPMorgan Client Service Specialist IV - Solution Center 

Philippines, Quezon City 

571011367

As a Product Associate in the Machine Learning & Artificial Intelligence (ML & AI) group, you will help drive the book of work for your product, coordinate the execution of the product roadmap, and embrace Agile methodology and best practices. You will interact with cross-functional teams comprising technologists, data scientists, researchers, designers, and analytics members to personalize the service experience for tens of millions of customers. You will be part of the Area Product Team that focuses on understanding the customer through analyzing customer conversations. You will help facilitate the team’s priorities to maximize the value of the product and the work of the modeling and development teams.

Job responsibilities

• Support the product strategy, roadmap, prioritization, and backlog for machine learning application for Conversational Insights
• Analyze contact volumes and customer journey/friction points across various channels to drive product feature prioritization
• Coordinate activities of the agile product teams that include research, design, data scientists, machine learning engineers, and data analytics members
• Manage existing product features and collaborate on the research, definition, and development of new features to advance the product roadmap and performance
• Help to maximize product value delivered through backlog creation, management, and prioritization of epics and user stories
• Partner with user research and business/operations teams to analyze and ideate customer experience, behavior, and improvement opportunities
• Refine strategies and solutions to enhance self-service usage and reduce customer contact volume
• Collaborate with Controls/Risk, Audit, Compliance, Data & Model Governance, and Technology to ensure readiness to deliver on the product roadmap

Required qualifications, capabilities, and skills

• 2+ years of experience or equivalent expertise in product management, project management, or a relevant domain area
• Developing knowledge level of the product development life cycle
• Exposure to product life cycle activities including discovery and requirements definition
• Emerging knowledge of data analytics and data literacy
• Experience in Technical Product Management, ideally with AI/ML-related products
• Familiarity with multi-disciplinary teams in a large, matrixed organization and fast-paced agile development environment
• Demonstrated ability to contribute to strategic decisions while vocally participating in team activities and adding value on execution activities
• Technical acumen: ability to grasp and help manage complex relationships with internal technology partners
• Ability to effectively leverage the power of analytics and customer insights for robust outputs
• Strong communicator with the ability to fluidly interact with leaders, stakeholders, employees, and third-party vendor

Preferred qualifications, capabilities, and skills

• Experience working in or with customer service operations, preferred