1+ months

JPM Payments- Sr. Product Support Manager, Omnichannel Solutions

Tampa, FL 33602
  • Job Code
    210349698

Organization Description

J.P. Morgan is a global leader across investment banking, payments, markets and securities services. The world™s most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.

The Corporate & Investment Bank provides cash management, liquidity, commercial card, foreign exchange and escrow solutions to clients across the world. Teams are constantly innovating, using the latest technology and data analytics to deliver specialized solutions to help clients grow and streamline their businesses. The JPMorgan Payments organization within CIB combines four lines of business: Merchant Services, Treasury Services, Commercial Card and Trade Finance to help clients manage working capital and increase operational efficiency.

Employer Description

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 & 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

Job Description

JP Morgan Payments is seeking a Sr. Product Support Manager to lead the Omnichannel Solutions Support Team. You will create and own the client support model that ensures client success, increases uptime, and generates a seamless experience anchoring JP Morgan Payments as the preferred payments provider to large and franchise clients globally.

In this role you will work closely with our global call centers and tech support organizations. You will be responsible for defining the product support criteria, escalation paths, and ensure all SLAs are consistently met. The Sr. Product Support Manager will have the opportunity to run day-to-day operations, manage client escalations, address gaps in the support structure and identify dependencies. All client support issues need to be addressed and delivered efficiently and effectively using qualitative and quantitative metrics.

The Support Manager will be responsible for the support team™s resolution of open issues to ensure they are properly handled, tracked, and resolved by the team within the defined SLAs. Strategic partners will need to be involved to resolve some issue and the Sr. Product Support Manager will work with those partners. Product Management will also need to be engaged during the support process and after post mortem analysis on Product enhancements needed to improve the product. Working with Product Management will include assisting on requirement gathering based on issues reported through the support process. The support team will also be actively involved with new global product strategies early and often to ensure downstream support and customer service success.

The ideal person for this role should possess strong technical knowledge of payment integrations, omnichannel environments, and vertical requirements. The ideal candidate should also possess a solid blend of customer service, helpdesk management, issue management, as well as solid communication skills. The Sr. Product Support Manager should be looked at as a trusted firmwide leader to drive success for our Omnichannel Solutions strategy.

What You Will Do:

  • Manage the Level II product support resources, and own the product support process, escalation path, and KPI metrics needed to successfully support our payment solutions.
  • Own all resource planning, capacity, and prioritization.
  • Collaborate with internal stakeholders and partners to maintain service level and delivery obligations.
  • Conduct qualitative and quantitative reporting on all open issues that have been escalated and ensure the resolution is delivered and executed meeting the applicable service levels and delivery obligations.
  • Define and track metrics that inform stakeholders and leadership of our product support process.
  • Be an active participant in the refinement and growth of our Omnichannel products and services.
  • Recommend technical and process improvements where possible to improve the overall effectiveness or marketability of a product.
  • Identify and clear any roadblocks while monitoring performance and issue resolution with internal partners.
  • Ensure training and product knowledge transfers are conducted with downstream operational support teams and client consulting for each major release using defined success criteria.
  • Ensure all product documentation and job aids are created, archived, and maintained.
  • Manage and facilitate technical client escalations using a cradle-to-grave ownership model.

What We Are Looking For:

  • 3+ years in an engineering or related technical role with integrated solutions required
  • 5-7 years™ experience in the payments industry or related technology field
  • Bachelor™s degree in computer science or related technical field is preferred
  • Helpdesk/Call Center, Tech Support management background is strongly preferred
  • Strong knowledge of POS environments, and integration methodology/languages is required
  • Proven track record with multi-faceted payment platform implementations for large and mid-tier enterprise businesses
  • Strong communication skills to partner effectively with cross-functional stakeholders
  • Self-managed to execute multiple concurrent initiatives in a fast-paced results and performance-driven environment
  • Strong ability to analyze issues & problems, recommend solutions, and communicate effectively & confidently (both verbal and written)
  • Strong documentation and reporting skills; comfortable with reporting up to senior executive leadership
  • True passion for making a frictionless product support process while being obsessed with the client experience
  • <10% travel may be involved

Keyword: card%20services

Organization Description

J.P. Morgan is a global leader across investment banking, payments, markets and securities services. The world™s most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.

The Corporate & Investment Bank provides cash management, liquidity, commercial card, foreign exchange and escrow solutions to clients across the world. Teams are constantly innovating, using the latest technology and data analytics to deliver specialized solutions to help clients grow and streamline their businesses. The JPMorgan Payments organization within CIB combines four lines of business: Merchant Services, Treasury Services, Commercial Card and Trade Finance to help clients manage working capital and increase operational efficiency.

Employer Description

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 & 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

Job Description

JP Morgan Payments is seeking a Sr. Product Support Manager to lead the Omnichannel Solutions Support Team. You will create and own the client support model that ensures client success, increases uptime, and generates a seamless experience anchoring JP Morgan Payments as the preferred payments provider to large and franchise clients globally.

In this role you will work closely with our global call centers and tech support organizations. You will be responsible for defining the product support criteria, escalation paths, and ensure all SLAs are consistently met. The Sr. Product Support Manager will have the opportunity to run day-to-day operations, manage client escalations, address gaps in the support structure and identify dependencies. All client support issues need to be addressed and delivered efficiently and effectively using qualitative and quantitative metrics.

The Support Manager will be responsible for the support team™s resolution of open issues to ensure they are properly handled, tracked, and resolved by the team within the defined SLAs. Strategic partners will need to be involved to resolve some issue and the Sr. Product Support Manager will work with those partners. Product Management will also need to be engaged during the support process and after post mortem analysis on Product enhancements needed to improve the product. Working with Product Management will include assisting on requirement gathering based on issues reported through the support process. The support team will also be actively involved with new global product strategies early and often to ensure downstream support and customer service success.

The ideal person for this role should possess strong technical knowledge of payment integrations, omnichannel environments, and vertical requirements. The ideal candidate should also possess a solid blend of customer service, helpdesk management, issue management, as well as solid communication skills. The Sr. Product Support Manager should be looked at as a trusted firmwide leader to drive success for our Omnichannel Solutions strategy.

What You Will Do:

  • Manage the Level II product support resources, and own the product support process, escalation path, and KPI metrics needed to successfully support our payment solutions.
  • Own all resource planning, capacity, and prioritization.
  • Collaborate with internal stakeholders and partners to maintain service level and delivery obligations.
  • Conduct qualitative and quantitative reporting on all open issues that have been escalated and ensure the resolution is delivered and executed meeting the applicable service levels and delivery obligations.
  • Define and track metrics that inform stakeholders and leadership of our product support process.
  • Be an active participant in the refinement and growth of our Omnichannel products and services.
  • Recommend technical and process improvements where possible to improve the overall effectiveness or marketability of a product.
  • Identify and clear any roadblocks while monitoring performance and issue resolution with internal partners.
  • Ensure training and product knowledge transfers are conducted with downstream operational support teams and client consulting for each major release using defined success criteria.
  • Ensure all product documentation and job aids are created, archived, and maintained.
  • Manage and facilitate technical client escalations using a cradle-to-grave ownership model.

What We Are Looking For:

  • 3+ years in an engineering or related technical role with integrated solutions required
  • 5-7 years™ experience in the payments industry or related technology field
  • Bachelor™s degree in computer science or related technical field is preferred
  • Helpdesk/Call Center, Tech Support management background is strongly preferred
  • Strong knowledge of POS environments, and integration methodology/languages is required
  • Proven track record with multi-faceted payment platform implementations for large and mid-tier enterprise businesses
  • Strong communication skills to partner effectively with cross-functional stakeholders
  • Self-managed to execute multiple concurrent initiatives in a fast-paced results and performance-driven environment
  • Strong ability to analyze issues & problems, recommend solutions, and communicate effectively & confidently (both verbal and written)
  • Strong documentation and reporting skills; comfortable with reporting up to senior executive leadership
  • True passion for making a frictionless product support process while being obsessed with the client experience
  • <10% travel may be involved

Keyword: card%20services
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 œWELL 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
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world™s most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.

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Posted: 2022-09-30 Expires: 2022-12-04

For over 200 years, JPMorgan Chase & Co has provided innovative financial solutions for consumers, small businesses, corporations, governments and institutions around the world.

Today, we're a leading global financial services firm with operations servicing clients in more than 100 countries.

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JPM Payments- Sr. Product Support Manager, Omnichannel Solutions

JPMorgan Chase & Co.
Tampa, FL 33602

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