Job Information

JPMorgan Chase cxLoyalty Self-Service Product Manager in Glen Allen, Virginia

We're seeking a Self-Service Product Manager to help define and contribute to the success of our digital self-service customer experience by applying emerging technologies like chatbots, artificial intelligence, machine learning and advanced data analytics. Product responsibilities are focused on identifying and assessing opportunities and defining business opportunities for automated digital assistants. Further, responsibilities are focused on creating the business case, defining business requirements directed at both consumer and client needs, securing project funds, efficiently and effectively communicating project progress and ensuring that project goals (quality, cost, timeline) are met. Central to the success of the Self-Service Product Manager is displaying a passion by working with a diverse set of stakeholders to enhance the digital self-service experience and solving a long list of tasks easily and conveniently for our end customers.

Candidate Profile

The ideal candidate will have intellectual curiosity, strategic thinking skills and in-depth product management experience in the fields of travel, rewards, incentives, loyalty and software or web-based applications. The candidate will have a passion for leading product teams and collaborating within a cross-functional team to deliver products that delight consumers. The candidate must combine marketing acumen with detail orientation, project management skills, and technical knowledge. The candidate must also possess a proven ability to drive a positive customer experience and business results. Additionally, the ideal candidate will have experience working with cross-functional teams to facilitate and document product requirements through user stories and user experience designs, preferably in SaaS, cloud-based, agile technology environments with continuous feature development and deployment.

Job Responsibilities:

  • Own the Digital Self Service technology product vision and roadmap. The candidate will have a dedicated focus on bringing digital self-service features such as Smart IVR, Chat, and Conversational AI to life for our end customers across various channels.

  • Collaborate with key stakeholders, especially our contact center and customer service organizations, in developing strategies and identifying tasks that will reduce calls into the call center through self-service capabilities.

  • Analyze business requirements, determine technical feasibility and design solutions for launching new functionalities, services and products for new or existing clients.

  • Identify risks and their countermeasures, escalates and resolves issues by involving appropriate stakeholders, process & business owners.

  • Define and prioritize product features, write concise business requirements and create preliminary design concepts/mock-ups of features/functionality for the customer experience.

  • Define metrics of success and analyze results for continuous improvement.

  • Provide visibility to Senior Management and ensures prioritization from enterprise.

  • Drive cross-functional teams comprised of internal and third-party product development teams.

  • Coordinate and perform product demonstrations.

  • Create and deliver product sales training on product capabilities and best practices.

  • Assist in creating product positioning and messaging for marketing activities.


  • Bachelor's degree required. MBA preferred.

  • 4-6 years of business experience in product and cross functional project management with lead responsibilities and product ownership from idea to launch.

  • 1-2 years of recent experience working with Chatbot solutions. Deep understanding and hands-on experience with Chatbot, Conversational AI, Robotic Process Automation.

  • 1-2 years of recent experience with conversational AI solutions. Experienced with the application of AI, ML, NLP, and advanced analytics to innovate and create personalized customer experiences.

  • Experience and understanding of trends in mobile industry and/or social media desired.

  • Experience in acting as a liaison between Business and Technical leaders with the ability to guide gathering, assessing and approving business requirements.

  • Has demonstrated leadership abilities in leading large and complicated cross-departmental projects.

  • Strong organizational and analytical skills.

  • Ability to manage multiple projects/priorities simultaneously, under tight deadlines.

  • Ability to work in a fast-paced environment.

  • Ability to build solid rapport with colleagues, partners and clients.

  • Ability to work well in a team setting.

  • Data driven mindset and track record.

Core Competencies:


  • Ability to analyze and communicate various cross functional issues

  • Delivers informative, well-organized presentations to both highly technical and non-technical business focused audiences across all levels within the organization, including Senior Management.

  • Understands how to communicate difficult/sensitive information tactfully

  • Must possess impeccable verbal and written communication and presentation skills to effectively communicate at all levels.

Technical Understanding

  • Possesses business-user/high-level understanding in the areas of website design and integration, data integration methods and procedures, and software development lifecycle

  • Possesses ability to guide and approve gathering and assessment of business requirements.

Problem Solving

  • Identifies critical issues and can demonstrate experience in influencing the resolution

  • Pushes creative thinking beyond the boundaries of existing industry practices, current capabilities & processes and mindsets of internal resources


  • Generates enthusiasm among team members and facilitates effective team interaction

  • Ability to influence decision makers

  • Proactively seeks opportunities to serve in leadership roles

cxLoyalty, a subsidiary of JPMorgan Chase, is a leading provider of loyalty technology services with rewards content in relevant categories including travel, gift cards, merchandise and incentives while using data and analytics to personalize, optimize and deliver a world-class customer experience. We have more than 40 years of experience designing, administering and fulfilling market leading loyalty programs for our respected clients and their customers. Based in Stamford, Conn., cxLoyalty has more than 1,700 associates and provides services to consumers located in 14 countries.