Senior Associate - Product Operations - Digital Payments

As a Senior Associate - Product Operations - Digital Payments within the Payments organization, you will be part of a motivated, forward-thinking team with a singular focus on delivering innovative payment services. You will have the opportunity to transform customer experiences, simplify the ways we do business, and promote toward product excellence. Your role will involve supporting the product health and wellness of key digital wallet and provisioning journeys, leveraging critical thinking skills and data analytics to understand key product operations metrics, and partnering with technology teams to triage issues, defects, and customer escalations. This role provides an opportunity to directly work with various servicing and technical support teams, and provide product management support for application fixes and product support enhancements.

Job responsibilities: 

• Assist with incident triage and remediation, including: removing impediments, performing data analysis, tracing data flows between integration points, understanding client usage patterns, evaluating metrics, conducting root cause analysis, and coordinating between operations and technology teams 
• Manage the end-to-end process with internal teams and external partners for production defects and product stability enhancements, including: analysis, collecting feedback, building and prioritizing a product backlog, and facilitating work via the agile product development process, fully owning items through to production and attainment of the desired outcomes 
• Partner with technology to ensure robust product operations monitoring and to build end-to-end journey observability
• Actively contribute to a positive team culture, ensuring the adoption of agile mindset, demonstrating ownership and self-governing and a sense of urgency, while also effectively prioritizing work based on customer or business impact and value

Required qualifications, capabilities, and skills 

• 3+ years of product operations experience or 3+ years of application support experience
• Strong technical background along with analytical and creative problem solving skills - turning analysis into actionable insights and remediation plans 
• Demonstrated experience in using tools such as Splunk, Grafana, and/or JIRA or other database tools for production monitoring, conducting analysis and reporting
• Excellent communication and presentation skills including the ability to effectively organize and communicate complex information 
• Bachelor's degree or equivalent work experience 

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

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.

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.

Equal Opportunity Employer/Disability/Veterans