Product Operations Executive Director

You are a proven leader with a passion for delivering high-quality products. Join our innovative team and help us ensure that our products meet and exceed the needs of our customers. 

As a Product Portfolio Operations Director in the Product, Experience and Technology (PXT) organization, you will lead an enterprise-grade change management function that enables successful, consistent adoption of effective ways of working across a product operating model with 25K+ global team members and 100+ products. You will lead Product Operations Change Management. You will define and own the vision, strategy and operating model for how we plan, prioritize, pilot, scale and measure change initiatives impacting the PXT community. You will increase value to the PXT organization by executing transformational change efforts that deliver tangible business outcomes while thoughtfully innovating change management approaches based on emerging technologies and evolving needs. You will lead a team of change managers, establish trusted partnerships with key stakeholders and build understanding and connection with the PXT community.

Job responsibilities 

• Own the enterprise change management strategy and lifecycle framework that standardizes how PXT plans, prioritizes, pilots, scales and measures change across ~25K employees

• Evolve the supporting tooling, analytics and reporting needed to provide enterprise transparency of the change agenda with clear success measures and outcomes 

• Mature end-to-end processes that facilitate smooth lifecycle progression—pre-planning, rollout and monitoring—of changes that enhance the product operating model at scale 

• Prioritize a persona-based approach to change planning and execution, sequencing and timing recommendations to balance organizational capacity and maximize value realization 

• Establish and maintain feedback loops and monitoring mechanisms to observe adoption, identify impediments and continuously enhance solutions

• Serve as a trusted partner to those delivering and impacted by changes

• Proactively act on opportunities to address gaps, risks, blockers and evolving needs to ensure the change management approach effectively serves its intended objectives

• Improve the quantification of change initiative value, including adoption KPIs, measurable benefits realization, capacity impacts and other meaningful metrics

• Embrace emerging technologies both in functional execution and awareness of organizational shifts that require innovative, radical approaches to meet community needs

• Challenge traditional approaches to change execution, communications, training and monitoring and identify enhancements to make change enablement mechanisms more robust

• Develop team members to continually uplift skills and deliver against the requirements of a robust change agenda

Required qualifications, capabilities, and skills 

• 8+ years of experience or equivalent expertise in program management or performance optimization 

• Bachelor’s degree 

• Proven track record leading leaders, able to influence executive stakeholders and align diverse groups toward business objectives

• Ability to design and operationalize processes from strategic intent through end-to-end execution

• Strong analytical, logical problem-solving and measurement orientation

• Exceptional executive communication, stakeholder management and facilitation skills

• Ability to drive cultural / behavioral change at scale

• Intellectually curious and embraces innovation

• Excellent program / project management, prioritization and organizational skills

• Comfortable navigating ambiguity in a matrixed environment, setting clear direction and driving cultural / behavioral change at scale

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. 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.

Equal Opportunity Employer/Disability/Veterans

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.