Business Operations Executive Director - Digital Partner at JPMorgan Chase Bank, N.A. in Houston, Texas

Job Description:

Digital Operations builds partnerships between Operations, Digital, and cross-Line of Business stakeholders to ensure delivery of an optimal set of self-service capabilities, providing a seamless end-to-end experience with minimal operational exceptions. The Digital Operations Executive Director will serve as a Business Operations Relationship Manager for multiple Digital products. This role also will manage staff who serve as Operations Leads for specific Digital products/ features. The person will be responsible to:

• Partner with Digital Products, Operations, Line of Business, Risk, and IT teams to understand and influence digital strategy. Help translate that strategy into a connection with new and planned initiatives that drive customer and Operations value
• Coordinate end-to-end understanding of Digital Product digital roadmaps and initiatives that impact Operations to help optimize the customer experience and operational impact
• Collaborate across products to prioritize pain points, assess end-to-end customer and operations experiences, engage product teams, and drive high value improvements
• Understand the end-to-end customer journeys, key interaction points with other products, operations end-to-end business processes, tools, and pain points for products and features by leveraging a strong foundation in service design thinking
• Form strong, productive relationships within Digital Products, Operations, Line of Business and IT organizations to advance shared objectives
• Manage communications to inform, discuss, and escalate relevant topics, as appropriate - across Digital and Operations; includes building and presenting executive updates and business reviews
• Actively participate in senior product forums such as Product business reviews, senior stakeholder forums and product cabinets to represent Operations sharing relevant information from those forums with Digital Operations and Operations stakeholders as needed
• Provide oversight and coaching to Digital Operations Area Product Leads to ensure that team engaged at the appropriate level to understand end-to-end firmwide model and impacts for features, providing dot connections across Ops and customer impacts to advocate for Operations and push back where needed based on value and business/ customer impacts
• Provide meaningful measurements and accompanying insights that represent progress against stated goals and key business metrics
• Analyze and synthesize key insights from analytics, customer and user experience research, voice of the customer insights, production issues, and Operations performance to provide perspective, identify unmet needs, and to help drive priorities for Products

Qualifications : The ideal candidate will have:

• Strong relationship management, product management, and/or relevant strategy experience
• Extensive Digital and/or Operations experience in financial services preferred
• Expert in Service Design Thinking / Customer Experience Design skills with demonstrated results
• Demonstrated ability to lead change across organizations
• Ability to influence stakeholders with diverse points of view at all levels across a broad variety of job functions
• Strong staff management skills for exempt level professionals with ability to promote and maintain an inclusive, positive culture
• Effective communicator with excellent written and oral communication skills; can present at executive levels
• Proven track record of managing risk and controls
• Ability to think strategically while also being hands-on to progress initiatives as needed
• Ability to prioritize projects and efforts according to business need and industry trends
• Experience with agile product development techniques and practices for speed-to-market
• Results oriented self-starter who can lead efforts with minimal direction

Please note - This is a senior, business oriented role - not a coding/ technical/ analytics focused role.

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

Equal Opportunity Employer/Disability/Veterans