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JPMorgan Chase Product Manager, Vice President - CRM Voice Solutions in Jersey City, New Jersey

The US CRM Voice Solutions Product Manager will lead the product evolution of a JPMorgan Asset Management proprietary tool called Sales Assist. Sales Assist is a sales enablement tool which provides real-time voice to text transcription of phone conversations inside a framework that aggregates product data, insights and marketing collateral on-demand. This tool is currently available to our US intermediary channel for our Internal Client Advisor persona.

The Product Manager will work with management and users to define new use cases and bring additional features and capabilities which will expand the existing framework into new domains and bring business value and efficiency gains for the distribution organization while delivering a superior client experience. The Product Manager will own end-to-end user engagement, requirements gathering, roadmap planning, prioritization and execution while partnering with technology to build the proper enhancements and evolve Sales Assist through subsequent iterations. He/she will need strong stakeholder management, communication skills and creative technology problem solving skills to understand user needs, identify a proper solution and deliver a scalable, strategic outcome. The successful candidate will also need to drive the narrative and adoption of the tool through proper change management. The Product Manager will own the KPIs and measurement of business value achieved to determine Sales Assist's continued success. The candidate will enhance Sales Assist's integration into the Distribution ecosystem by extending the tool's capabilities on the Salesforce platform as the central hub for AM Sales, Marketing and Client Service to run their business.

The Product Manager will be versed in corporate telephony systems and on-prem and/or cloud transcription technology. He/she will also need to be fluent in data integrations to ensure that voice data flows seamlessly through the technology platforms. The successful candidate will be experienced in machine learning which our data scientists use to train the model for key word detection/entity extraction and self-learning feedback loops.

In this role, the successful candidate will need to balance business needs, compliance, data analytics, industry trends in NLP, ML and other data sciences. Being a motivated self-starter and having a strong sense of ownership is a must. The US CRM Voice Solutions Product Manager will be based in the US (Columbus, OH or NYC metro) and will report directly to the Head of the Sales Experience Platform.

Responsibilities

  • Understand J.P. Morgan Asset Management's business and distribution strategy, competitive assets, and market position to deliver a voice capability product that amplifies the CRM experience and supports the AM sales and client facing community.

  • Act as a Subject Matter Expert for the Salesforce CRM platform.

  • Act as a Subject Matter Expert for NLP voice transcription technologies.

  • Act as a Subject Matter Expert for traditional corporate telephony systems (PBX) and new technologies for corporate mobile, anywhere telephony.

  • Develop a vision and plan for Sales Assist capabilities and how to deepen the integration into the CRM platform, with an eye on Salesforce roadmap and strategy for Voice capabilities.

  • Understand regulatory and compliance requirements around conversation recording and data use policies.

  • Effectively communicate the Sales Assist roadmap across local stakeholders with the goal of managing risks to project deliverables.

  • Participate in Agile planning, development, testing and roll-out of Sales Assist features.

  • Establish an effective communication strategy and execute proper change management.

  • Work with technology to design a target state vision and build out the capabilities using Agile methodologies.

  • Understand native out-of-the-box Salesforce Lightning capabilities and continue to tightly integrate of Voice capabilities into the Salesforce platform.

  • Integrate usability studies, research and user analysis into product research and requirements to enhance user satisfaction.

  • With a focus on being a data driven organization, work with other business groups and develop a plan to leverage structured Sales Assist data into other platforms to deliver superior business value with a data driven mindset.

  • Define and track Voice product KPIs and evaluate business impact.

Qualifications

  • 5-7 years with a successful track record as a product manager of delivering the innovative solutions tailored for business problems.

  • 3-5 years of experience with NLP/ML technologies to structure unstructured data.

  • 3-5 years of working with IBM, Amazon or other voice transcription technologies.

  • 3-5 years with a successful track record of integrating technologies into multiple platforms.

  • Experience working with telephony technologies is a plus.

  • Experience working with the Salesforce platform as an SME is a plus.

  • Experience in stakeholder communications and proper change management.

  • Understanding and experience managing risk, compliance, controls and cybersecurity concerns for Voice, NLP and ML technologies for cloud and on-prem solutions.

  • Experience with agile software development framework.

Profile

  • A passion for digital and distribution enablement solutions.

  • A strong sense of ownership and accountability.

  • Depth and experience in process automation and augmentation.

  • Speaking to targeted audiences: the ability to communicate technical information to non-technical stakeholders and business and functional requirements to non-business stakeholders.

  • Outstanding organizational skills including stakeholder management & expectation setting.

  • Ability to drive seamless platforms integrations.

  • Self-starter with a demonstrated record of exceptional work.

  • Curious, pragmatic, business oriented, people person.

  • An unshakeable belief in the importance of user experience.

  • Ability to contribute individually and lead, manage or participate in cross-functional teams.

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 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.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

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, discretionary incentive compensation which may be awarded in recognition of 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.

Equal Opportunity Employer/Disability/Veterans

Base Pay/Salary

New York,NY: $118,750.00 - $195,000.00 / year\nJersey City, NJ: $118,750.00 - $195,000.00 / year

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