Voice Product Portfolio Operations Director - Customer Success

Shape the future of product delivery while crafting solutions that enhance and optimize customer experiences. Lead end-to-end processes, manage dependencies, and liaise with stakeholders as part of a team at the forefront of innovation. As the Product Portfolio Operations Director for the Customer Success team within the Customer Channel: Voice Product, you lead and enhance portfolio operations and product delivery by guiding a high-performing team and partnering with stakeholders to achieve shared goals and maximize product value. You set direction and ensure execution to drive adoption, satisfaction, and retention through strong, collaborative relationships, providing strategic guidance across the customer success lifecycle, including leading business engagement and readiness for major product rollouts, migrations, and transformations. The CCB Operations Product organization provides critical cross-line of business support across JPMorganChase and serves as one of the largest product portfolios in CCB, delivering value to millions of customers and over 30,000 employees.

As Product Portfolio Operations Director, you will drive portfolio-wide customer success focus areas including horizontal strategies, customer-centric roadmaps, marketing/communications, customer guidance & onboarding, feedback loops, and data-driven insights. You will own the Customer Success operating cadence and governance, including leadership touchpoints, readiness sessions, executive sessions, and internal customer forums to drive alignment, transparency, and predictable execution. Your responsibilities include providing leadership for large-scale migrations and transformations, establishing disciplined tollgates, go/no-go decisioning, and cross-functional forums to ensure readiness, risk visibility, and on-time delivery outcomes. You will partner with key stakeholders to ensure business readiness and change management for key product rollouts and migrations, driving adoption, satisfaction, and retention through strong, collaborative relationships and strategic guidance. You will effectively manage timelines and dependencies while monitoring blockers, ensuring adequate resourcing, and liaising with stakeholders and functional partners.

Consumer & Community Banking (CCB) Operations Product organization provides critical cross-line of business support across JPMC and serves as one of the largest product portfolios in CCB, delivering value to millions of customers and over 30,000 employees. As a product team member, your problem-solving skills will place you on the cutting edge of defining the vision, creating the strategy and building the roadmap to solutions that impact millions. Along the way, you’ll develop a deep, end-to-end understanding of the business and find an inclusive culture that welcomes diverse ideas and supports your individual growth and career mobility.

Job Responsibilities

• Drive portfolio-wide customer success focus areas including horizontal strategies, customer-centric roadmaps, marketing/communications, customer guidance & onboarding, feedback loops, and data-driven insights.
• Own the Customer Success operating cadence and governance, including leadership touchpoints, readiness sessions, executive sessions, and internal customer forums to drive alignment, transparency, and predictable execution.
• Provide leadership for large-scale migrations and transformations by driving business engagement and aligning cross-partner strategies.
• Establish and drive disciplined tollgates, go/no-go decisioning, and cross-functional forums to ensure readiness, risk visibility, and on-time delivery outcomes.
• Partner with key stakeholders to ensure business readiness and change management for key product rollouts and migrations, driving adoption, satisfaction, and retention through strong, collaborative relationships and strategic guidance.
• Effectively manage timelines and dependencies while monitoring blockers, ensuring adequate resourcing, and liaising with stakeholders and functional partners.
• Lead, develop, and manage a multi-disciplinary team.
• Build a strong culture of collaboration, innovation, urgency, and accountability; provide regular, contextual feedback and coaching to team members and peers across the product group.

Required Qualifications, Capabilities, and Skills

• 10+ years of experience or equivalent expertise in product delivery, portfolio operations, program delivery, customer success, or a relevant domain area.
• Strong understanding of delivery and a proven track record of implementing continuous improvement processes, with demonstrated ability to execute operational management and change readiness activities.
• Attention to detail with the ability to seamlessly manage shifting priorities.
• Critical thinker with sharp analytical and problem-solving skills and a willingness to challenge the status quo to drive continual improvement.
• Outstanding communication, listening, presentation and leadership skills.
• Excellent organizational, time and project management skills.
• Positive attitude with strong relationship building and collaboration skills.
• Demonstrated people leadership and people management skills, including hiring, coaching, performance management, and team development.
• Experience in product or platform-wide release management, in addition to deployment processes and strategies.
• In-depth knowledge of Agile process and principles, including use of key tools (i.e., Confluence, JIRA, Align, Teams, etc.).

Preferred Qualifications, Capabilities, and Skills

• Call Center Operations process experience.
• Working knowledge of telephony services supporting contact center operations.
• Prior experience in a customer success function.
• Master’s Degree or equivalent experience.