As the Product Director, Client Experience in Merchant Services, you are accountable for defining and delivering the end-to-end Commerce client experience vision—ensuring it is a high-quality, intuitive, self-service digital home for merchants that enables seamless onboarding, self-managed access, and clear visibility into business health. This role drives measurable improvements in client satisfaction and reduces support dependency by partnering across internal teams to standardize experiences, remove workflow friction, and increase self-service adoption through data-informed iteration.
- Oversees the product roadmap, vision, development, execution, risk management, and business growth targets
- Leads the entire product life cycle through planning, execution, and future development by continuously adapting, developing new products and methodologies, managing risks, and achieving business targets like cost, features, reusability, and reliability to support growth
- Coaches and mentors the product team on best practices, such as solution generation, market research, storyboarding, mind-mapping, prototyping methods, product adoption strategies, and product delivery, enabling them to effectively deliver on objectives
- Owns product performance and is accountable for investing in enhancements to achieve business objectives
- Monitors market trends, conducts competitive analysis, and identifies opportunities for product differentiation
- 8+ years of experience or equivalent expertise delivering products, projects, or technology applications
- Extensive knowledge of the product development life cycle, technical design, and data analytics
- Proven ability to influence the adoption of key product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management
Experience driving change within organizations and managing stakeholders across multiple functions
- Recognized thought leader within a related field
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, 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.
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. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
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