17 days old

Contact Center Project Manager

JPMorgan Chase & Co.
Columbus, OH 43215
  • Job Code

Contact Center Project Manager

Req #: 190070726
Location: Columbus, OH, US
Job Category: Technology
Potential Referral Amount: 5000 US Dollar (USD)

Our Consumer & Community Banking Group depends on innovators like you to serve nearly 66 million consumers and over 4 million small businesses, municipalities and non-profits.  You’ll support the delivery of award winning tools and services that cover everything from personal and small business banking as well as lending, mortgages, credit cards, payments, auto finance and investment advice. This group is also focused on developing and delivering cutting edged mobile applications, digital experiences and next generation banking technology solutions to better serve our clients and customers.


As an experienced professional in Project Execution, you thrive at managing complex technology programs that have far-reaching implications for clients, employees and stakeholders throughout the firm. This role requires a strong grasp of the big-picture – namely, how can technology help achieve business goals – as well as a keen ability to establish priorities, manage resources and budgets, and build and incentivize high-performing teams. You'll work closely with colleagues across the firm to identify opportunities to develop projects and programs that are broadly applicable. Once you and your team establish a roadmap, you'll play an integral role in ensuring that ensuring that the project is running on time, within budget and in accordance with firm-wide guidelines, including risk and architecture. Just as importantly, you'll work with your team to set goals, foster collaboration and promote the values, culture and brand of JPMorgan Chase & Co.



The Contact Center Project Manager Lead is responsible for improving Contact Center desktop application availability, response-time and user-satisfaction across our Global Contact Center Business.  A successful candidate will possess experience developing strategic roadmaps and building partnerships across IT and Business organizations to drive improvements. The beginning of the transformation journey is creating transparency into the contact center associates experiences so we’d like someone to develop innovative, automated and light-weight approaches to capturing the sentiment of our 50,000+ contact center associates so IT can proactively address these issues in a timely manner. The Contact Center Lead will leverage their strong project management background to create dashboards and executive-level reports that provide visibility into Contact Center application health and Contact Center KPIs such as: application latency, application error-rates, agent handle time and call queue depth. This role will require proven leadership ability to effectively manage issues, drive root cause analysis and ensure the swift closure of problem records. We’d like our Contact Center Lead to have a strong background in Agile best-practices and intermediate-level knowledge of JIRA and SCRUM to create the structure for driving improvements. We are looking for someone who has comfort creating and presenting materials to a C-Level audience given this is a top goal for our Consumer and Community Banking Leadership.

While the majority of this role will focus on strategic planning and project execution, we also need a person who isn’t afraid to get their hands dirty to jump on high-severity Contact Center availability calls to help speed the resolution of issues and understand the nature of the problems they will be tasked with solving. Given this, it would be helpful to have a strong technical background in Contact Center technologies and architectures so that there is an appreciation of what is actually occurring and what are the most important issues that need to be solved in order to achieve success.



This role requires a wide range of strengths and capabilities, including:

* BS/BA degree or equivalent experience

* Expert knowledge in all business processes across an entire line of business, as well expertise in other lines of business and technology disciplines

* Understanding of global and line of business project and program management standards and methods

* Experience working with high-performing teams in complex program execution

* A strong understanding of Waterfall and Agile methods; stakeholder management; budget management, risk management and operations

* Ability to create and maintain relationships with a wide range of stakeholders throughout the firm


  • Provide strong, dynamic leadership that guides team members toward the improvements that deliver the highest business value for our Contact Center clients

  • Deliver results against a defined scope of work that includes strategic innovation and hitting availability goals

  • Develop, implement and maintain effective continuous improvement process for exceeding Contact Center service levels

  • Manage and expand client relationships in IT and the business

  • Develop tools and processes to proactively provide quantitative and qualitative insight into of contact center experiences

  • Develop and execute global contact center technical support strategy

  • Report on and outwardly communicate the things that matter. Create and deliver insightful presentations that summarize complex analyses and inform business decisions

  • Provide technical leadership of high-severity contact center incidents so that we rapidly restore service to our clients. (Some off-hours support will be required)

  • Build relationships with technical and business leaders to enhance collaboration, information sharing, decision-making, and influence decisions

Required Skills:

  • Proven experience developing and managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center

  • Minimum of 2 Years of Call Center/Contact Center management experience. Possessing knowledge of global technical call center practices, systems and tools

  • Strong relationship building skills with the ability to manage group and interpersonal conflict situations

  • JIRA – Intermediate Skills

  • Confluence – Intermediate Skills

  • Strong project management skills (5-7 Years)

  • Excellent written, oral communications and interpersonal skills

  • Superior organizational and analytical skills

  • Outstanding time and project management skills

  • Proven leadership and management skills

  • Strategic thinker and partner to technology leaders and business partners

  • Understanding of ITIL Change, Incident and Problem Management processes

  • Ability to build relationships with extraordinary problem solving and de-escalating skills. Possess excellent follow-up and follow-through skills with the ability to multitask on a daily basis

  • Demonstrated experience with scaling and developing technical support capabilities globally


Desired Skills:

  • JIRA – Expert Skills

  • Confluence – Expert Skills

  • Possess 3-5 years of experience in a global technical call-center management role and telephony call-center software

When you work at JPMorgan Chase & Co., you’re not just working at a global financial institution. You’re an integral part of one of the world’s biggest tech organizations. In our global technology centers, our team of 50,000 technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $11B annual investment in technology enables us to hire people to create innovative solutions that are transforming the financial services industry.  


At JPMorgan Chase & Co. we value the unique skills of every employee, and we’re building a technology organization that thrives on diversity.  We encourage professional growth and career development, and offer competitive benefits and compensation.  If you’re looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies all around the world, we want to meet you. 



Keyword: card%20services


Posted: 2019-10-30 Expires: 2019-11-29

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Contact Center Project Manager

JPMorgan Chase & Co.
Columbus, OH 43215

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