JPMorgan Chase Performance Improvement Manager - Scrum Master/Sr. Process Engineer - Merchant Services Enterprise Call Center - Phoenix, AZ in Phoenix, Arizona

Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.5 trillion and operations worldwide. Chase serves nearly half of America’s households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. Customers can choose how and where they want to bank: 5,300 branches, 16,000 ATMs, mobile, online and by phone. For more information, go to

Within Chase, Merchant Services is a leading provider of merchant services, offering proprietary platforms that enable integrated solutions for all payment types, including credit, debit, prepaid stored value and electronic check processing as well as digital, alternative and mobile payment options.

As a Chase employee, you’ll be part of a company that makes a real difference every day for our customers, our communities and ourselves. With a focus on customer service, you’ll put others first, do what’s right and create solutions that make lives better. We invite you to build your career on our strong foundation and help shape what’s next – for you and for us.

This position will report to the Executive Director for Enterprise Call Center Merchant Services Operations. MS ECC Ops provides multi-faceted customer service and technical trouble shooting assistance for all our customer segments.


  • As a Scrum Master, drives the team and stakeholders in an Agile development process. Responsible for enacting Scrum values and practices developing and implementing scrum values and practices for Enterprise Call Center service initiatives

  • Promotes and participates in the continuous improvement of structure, processes, tooling to enable the teams to deliver more value

  • Engineer an Agile test and learn processes with an eye towards rapid iteration and creative problem solving

  • Prioritizes, leads, and executes problem solving, issue identification, and performance improvement

  • Applies advanced process engineering, analytical techniques and methods to real-world problems

  • Organize and facilitate standups, release and sprint planning, reviews, demos and retrospectives

  • Expert of the overall change delivery lifecycle and activities

  • Accountable for scoping problems, identifying major issues and actionable opportunities, designing solutions, and quantifying potential bottom-line financial impacts for the MS Call Center

  • Builds relationships with key stakeholders across the organization; and leads interviews and presentations

  • Identify opportunities for process and tool improvements and drive those from concept to implementation

  • Collaborates to build hypothesis sets, analyses, and roadmaps for solutions

  • Adheres to architecture standards, risk management and security policies

  • Establishes engagement approach & evaluates deliverables for quality and effectiveness

  • Contribute and collaborate in creation and consumption of open, standards-based solutions, while working with existing Merchant Services / CCB technologies and infrastructure

  • Ensure quality and completeness of the product through unit, integration, and regression capabilities

  • Enables close cooperation across all roles and functions


  • Strong verbal and written communication skills

  • Excellent understanding of development concepts

  • Strong customer focus, excellent problem solving and analytical skills

  • Ability to work in a rapidly changing environment

  • Understanding of process design patterns

  • Experience of testing at the unit, integration and system levels

  • Experienced in leading teams within repetitive and high output operations


  • Familiarity with Payment Processing, Merchants Services and Financial Services Highly Desirable

  • BS or MS in engineering, business, economics or related field

  • Overall 6+ years of experience in delivering process reengineering solutions

  • 2+ years of experience as a practicing Scrum Master

  • Scrum certification preferred

  • Experience with other Agile/Lean practices such as XP or Kanban

  • Practice of Continuous Integration or Continuous Delivery

  • Must have schedule flexibility to meet the needs and priorities of Operations

  • Demonstrated history identifying and implementing process improvements resulting in performance improvement, operations efficiency and reduction in cost of per call servicing

  • Expert Microsoft Office skills including Excel and PowerPoint

  • Analytics and Data Modeling experience necessary to quantify benefit of change

*Please note that this position is not eligible for Visa sponsorship or H1-B

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.