Job Description Global Employee Help is a high priority firmwide strategic initiative to deliver a unified and seamless help and support experience for all employees across all areas (e.g., Human Resources, Technology, Chief Administrative Office, Compliance, etc.). With over 300K employees working for the firm across over 60+ countries worldwide, the scope of Employee Help carries enormous scale and impact, with over 1,500 specialists supporting ~12M Help interactions a year.
We are seeking a Product Manager to support the strategic roadmap and day-to-day management for a global employee help portal, and innovate in the areas of self service capabilities across content, search, virtual assistant, employee request management and lifecycle events. This role will report to the Self Service Area Product Manager and partner closely with user experience, content teams, and business and servicing stakeholders across Human Resources, Technology, Chief Administrative Office, to lead a user-centered approach to setting and delivering an employee help portal experience for over 300K employees in 60+ countries.
Job Responsibilities Inform and implement new experience opportunities and capabilities across the employee portal experience and through the synthesis of user research, customer feedback and business value Deliver product outcomes, using a data-driven approach based on metrics and feedback Drive user simplicity and technical innovation across the end-to-end experience Support a strong risk, controls & conduct framework and a "security-by-design" product mindset Partner with area and functional product owners, servicing leads, content teams, and business representatives across the Employee Help Product domains to inform and deliver expected business outcomes Discover and create business requirements and epics/stories, collaborating with the business, support partners and agile delivery teams through implementation Required qualifications, capabilities and skills Employee portal knowledge – Working understanding of internal employee portal and service management – experience with ServiceNow portal, knowledgebase and servicing a plus Stakeholder management - Comfort with managing stakeholder relationships while standing up for product integrity and user experience Experience in large-scale implementation and change management working in a cross-functional capacity, managing competing priorities and diverse stakeholders Team leadership – Ability to proactively lead cross-functional teams, communicate with leaders, and influence change throughout the organization. Comfortable in agile teaming and matrix organizations Organizational and management skills – Strong attention-to-detail, independent, self-motivated with ability to manage multiple priorities in fast-paced environment. Strong decision-making skills Cross-functional partnership and collaboration skills – Comfort building and maintaining strong relationships with a broad set of product and functional partners Customer obsessed – develops deep data-informed and research baked empathy and understanding in employee needs, and advocates for them Product Management skills - strong understanding Product Operating Models, Agile methods Bachelor's degree or equivalent experience About Us JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans
About the Team Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
Human Resources plays a critical role in driving the employee experience, shaping the firm's culture and building a diverse and inclusive workforce. We are a strategic partner to the business — working with leaders across the firm to hire, develop and retain the best people and help meet business goals. Together, we foster a work environment in which our people are supported, feel like they belong and are able to make an impact through their work. We develop and deliver a suite of products and services that help make JPMorgan Chase an employer of choice and drive our business forward.
