Chase is looking to personalize the service experience for tens of millions of customers by analyzing customer conversations and understanding customer needs through a Machine Learning & Artificial Intelligence (ML & AI) product.
Requirements
- Experience in Technical Product Management, ideally with AI/ML-related products
- 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
- 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
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
Other
- 2+ years of experience or equivalent expertise in product management, project management, or a relevant domain area
- 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
- Strong communicator with the ability to fluidly interact with leaders, stakeholders, employees, and third-party vendor
- Experience working in or with customer service operations, preferred
