Vice President, Payment Product Operations and Controls Lead

Vice President, Operations & Controls Lead Within Banking Payments

The Connected Commerce Banking Payments organization is a motivated, forward-thinking team comprised of highly talented product managers with a singular focus of delivering innovative payment services via the most important platforms of today and tomorrow. We seek to transform customer experiences, simplify the ways we do business, and tirelessly drive toward product excellence.

As a Vice President, Operations & Controls Lead within Banking Payments, you will take charge of the general management of controls, customer experience / complaints, incident management, and operational efficiencies for Transfers, External Account, and QuickDeposits. You will play a role to bring synergies to the product teams, partnering with Payment Product Owners and experts across various lines of business. Your role will be a mix of business strategy, root cause analysis, product ownership, and operation management. You will be comfortable evaluating incidents and escalations, identifying risk and controls, and understanding customer feedback and complaints to advocate for the best path forward.

Job Responsibilities

• Collaborate with Product Manager, Legal, Risk, Controls, Compliance, Engineering, Design and Analytics partners to gain and share customer experience impacts and platform pain points
• Synthesize customer impact resulting from production incidents into summaries that can be shared across the product team, providing updates as needed. This is intended to inform the product team (not a replacement for established Chase incident management processes)
• Identify new and strengthen current risk and controls for the products working with Legal, Risk, Controls, and Compliance partners in preparation for audits
• Monitor and share the Voice of the Customer. This includes reviewing complaints, surveys, and other feedback channels. This is a product perspective and does not replace other Chase processes for formal reporting
• Develop an understanding of the Transfers, External Account, and QuickDeposits platform functionality and flows to connect issues, escalations, risks, and controls to the payment experience
• Advocate for improved customer and product experience within the product team and across internal partners
• Proactively identify emerging issues and collaborate with team to identify options / solutions

Required Qualifications, Capabilities, and Skills