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JPMorgan Chase Wholesale Payments - SMB Global Merchant Services Client Experience Program Manager - VP in Columbus, Ohio

VP - Wholesale Payments- Merchant Services Client Experience Program Manager

Within Merchant Services, the Global Small Business (SMB) organizationis responsible for driving payments innovation and growth through strategic partnerships as well as new products and features designed to address the unique needs of this segment.

The new SMB Operations organization will be responsible for leading the Client Experience Program . The team will identify ways to improve the experience across all channels, product and teams. The team will stack rank the areas and make recommendations on priority order while considering customer impact, internal level of effort, revenue impact and more. The team will then work cross-functionally to execute the top priority items. This exercise will be a continual body of work as the team will keep a running, prioritized list of cross-functional asks (with sizing) to improve the customer experience.

Job Description

The SMB Client Experience Team is seeking a seasoned Program Manager to lead strategic client experience improvements and process improvement initiatives. The incumbent will report to the head of the SMB Global Client Experience. As a Program Manager, you will be responsible for directing and managing large, complex programs and projects that touch multiple products, processes, systems, and teams across the company. You will lead the day to day execution and own associated results.

Primary Responsibilities

  • Provide thought leadership and collaborate with subject matter experts, stakeholders, and senior leaders across various product domains and functions to help define and deliver the initiative(s) assigned

  • Define program scope/charter including major deliverables, timeline, KPIs, resource model, etc.

  • Define the execution model; ensure an appropriate balance between program structure and the ability to move quickly and iteratively, while delivering with quality

  • Apply an inclusive, end-to-end design thinking approach to proposed solutions; map out the client experience to ensure solutions are holistic, in line with business objectives, and will generate the expected economic impact

  • Act as an owner and operator for the overall program; work closely with initiative sponsors and execution resources; manage and track risks, issues, and dependencies; escalate as appropriate

  • Create and maintain an overall project plan that is inclusive of major business and technical deliverables; manage workstreams for product development, commercialization, operations, testing, etc.

  • Track progress against milestones and the achievement of business goals; deliver weekly and monthly executive reporting on RAG status

  • Effectively and succinctly articulate risks, issues, etc. and recommend thoughtful solutions

  • Inspire execution excellence through personal excellence

  • Lead by example and help build a culture of collaboration, innovation, urgency, and accountability

  • Ensure applicable controls uplift objectives are achieved while implementing

Ideal candidates would be able to do the following:

  • Be comfortable working in a start-up culture; roll up your sleeves and build

  • Be a strategic thinker who supports the goals and direction of the SMB agenda

  • Be a strong self-starter who can proactively engage with a virtual, cross-organizational team and demonstrate critical thinking without formal direction

  • Possess senior level interpersonal skills such as influence management, negotiation, and analytical/problem solving skills

  • Work with Product Managers to understand end-to-end customer journeys in order to drive decisions on designing and executing the small business strategic vision

  • Have strong oral and written presentation skills


  • Bachelor's Degree required or equivalent work experience

  • 10+ years of experience in program management or consulting experience

  • Strong knowledge and understanding of Payments industry, products, and services

  • Proven ability to manage multiple initiatives simultaneously

  • Proven leadership skills in developing and building collaborative partnerships with key stakeholders across lines of business to achieve objectives

  • Proven experience utilizing data and information to drive business results, provide compelling recommendations and inform effective decision making

  • Strong presence and ability to convey complex information clearly

  • Proven progressive leadership, management, execution, coaching, and influencing skills

  • Strategic thinker with proven ability to execute a change agenda

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.

Equal Opportunity Employer/Disability/Veterans