Product Solutions Manager

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    "ExternalDescriptionStr": "<p><span style=\"font-size: 11pt;\">Lead and transform client experience for Fusion by driving service excellence, operational insights, and continuous improvement. In this role, you will leverage data, analytics, and structured problem management to reduce friction, improve service quality, and enhance client outcomes across a global, matrixed environment.</span></p><p><span style=\"font-size: 11pt;\">As a <strong>Product Solution Manager</strong> in our <strong>Enterprise Technology </strong>team at <strong>JPMorgan Chase</strong>, you will drive day-to-day service experience for <strong>Fusion platform</strong>, translating client interaction signals into prioritized product and operational improvements. You will build scalable service analytics capabilities, improve operational performance, and drive measurable reductions in repeat issues through disciplined problem management and knowledge excellence. You will partner across Product, Engineering, SRE, and Operations to enhance tooling, workflows, and service models, while leading teams to deliver consistent, high-quality client experiences aligned to enterprise service standards.</span></p><p><span style=\"font-size: 11pt;\">Fusion is a data and AI platform that provides internal stakeholders with a suite of tools and services to manage data, develop models, and deliver production-ready AI. The platform supports the full lifecycle from discovery and development to AI deployment and governance.&nbsp;</span></p><p><span style=\"font-size: 11pt;\"><strong>Job Responsibilities</strong></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-size: 11pt;\">Build and scale a robust service analytics capability using ServiceNow (SNOW) and Tableau, delivering standardized dashboards, KPIs, and trend insights for senior stakeholders</span></li><li><span style=\"font-size: 11pt;\">Define and enforce consistent ticket taxonomy and data standards to improve data quality and enable accurate, actionable reporting</span></li><li><span style=\"font-size: 11pt;\">Translate ticket trends and client interaction signals into prioritized problem statements for Product and Engineering backlogs</span></li><li><span style=\"font-size: 11pt;\">Lead structured problem management with a focus on permanent fixes, reducing repeat incidents and improving platform stability</span></li><li><span style=\"font-size: 11pt;\">Drive root cause analysis, defect identification, and control improvements to enhance service reliability and client outcomes</span></li><li><span style=\"font-size: 11pt;\">Strengthen knowledge management by improving content quality, accessibility, and effectiveness to increase ticket deflection and first-contact resolution</span></li><li><span style=\"font-size: 11pt;\">Partner with Product, Engineering, and SRE to enhance operational tooling, observability, and workflows, reducing time-to-diagnose and time-to-recover</span></li><li><span style=\"font-size: 11pt;\">Optimize service operations through workflow automation, self-service capabilities, and improved escalation and incident management processes</span></li><li><span style=\"font-size: 11pt;\">Improve chat-support operating models through playbooks, decision frameworks, prompts, and feedback loops to increase agent effectiveness and reduce handoffs</span></li><li><span style=\"font-size: 11pt;\">Lead and develop teams, driving accountability, performance management, and a culture of continuous improvement aligned to enterprise standards</span></li><li><span style=\"font-size: 11pt;\">Partner across a global, matrixed organization to align stakeholders, influence priorities, and ensure consistent delivery of high-quality client experience outcomes</span></li></ul><p>&nbsp;</p><p><span style=\"font-size: 11pt;\"><strong>Required Qualifications, Capabilities, and Skills</strong></span></p><ul style=\"list-style-type: disc;\"><li><span data-teams=\"true\">8+ years of experience or equivalent expertise in product management, project management, or a relevant domain area</span></li><li><span style=\"font-size: 11pt;\">Proven leadership experience in enterprise technology client service, platform operations, or production support environments</span></li><li><span style=\"font-size: 11pt;\">Strong command of service management disciplines (incident, request, change, and problem management)</span></li><li><span style=\"font-size: 11pt;\">Demonstrated ownership of service performance metrics and client experience outcomes</span></li><li><span style=\"font-size: 11pt;\">Advanced experience in service analytics and reporting, including hands-on capability with ServiceNow (SNOW) and Tableau</span></li><li><span style=\"font-size: 11pt;\">Ability to define and enforce ticket taxonomy and leverage trend analysis to drive product and operational improvements</span></li><li><span style=\"font-size: 11pt;\">Strong analytical and problem-solving skills, with the ability to translate data into actionable insights</span></li><li><span style=\"font-size: 11pt;\">Experience operating effectively in high-pressure, production environments with strong governance and communication</span></li><li><span style=\"font-size: 11pt;\">Demonstrated ability to collaborate and influence stakeholders across a highly matrixed organization</span></li><li><span style=\"font-size: 11pt;\">Experience modifying or adapting preconfigured solutions to address complex business problems</span></li></ul><p>&nbsp;</p><p><span style=\"font-size: 11pt;\"><strong>Preferred Qualifications, Capabilities, and Skills</strong></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-size: 11pt;\">Experience supporting Data &amp; AI platforms (e.g., data pipelines, feature stores, model development, analytics tooling, workspace environments)</span></li><li><span style=\"font-size: 11pt;\">Familiarity with IT service management frameworks (e.g., ITIL) and experience implementing structured service routines</span></li><li><span style=\"font-size: 11pt;\">Experience with automation, workflow optimization, and ticket deflection strategies (e.g., self-service, runbook automation)</span></li><li><span style=\"font-size: 11pt;\">Experience improving chat-support models through agent enablement, decision support, and structured workflows</span></li><li><span style=\"font-size: 11pt;\">Understanding of AI/analytics platform failure modes and ability to translate into operational and product priorities</span></li></ul><p>&nbsp;</p>",
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