Senior Product Associate - Wires Product Operations Manager

JOB DESCRIPTION

Join the Chase Banking Payments team and help deliver a best-in-class wire customer experience. As part of a dynamic and rapidly evolving group, you’ll drive operational excellence, collaborate with talented colleagues, and contribute to innovative solutions that meet the growing needs of our clients. Be part of a team that values organization, customer focus, and continuous improvement.

As an Associate in the Wires Product Operations team, you will play a key role in supporting the end-to-end operations of both incoming and outgoing wires across all channels, applications, and segments. You will partner with Wire Product Owners and experts across the business to ideate and deploy solutions, manage issue resolution, and deliver strategic projects that enhance the wire customer experience. Your focus on process excellence, controls, and collaboration will help drive improvements for our clients.

Job responsibilities

• Support end-to-end product operations for the Wires product, ensuring seamless execution across all channels.
• Lead executive escalations, including research, partner engagement, and communication to senior leaders.
• Manage research and responses for internal employee feedback requests and investigate customer complaints.
• Coordinate issue management by opening, tracking, and resolving issues from end to end.
• Support major incident activities by joining triage calls, representing the Wires Product, and providing timely updates through resolution.
• Track issues and trends, sharing comprehensive information with product and partner teams to inform solutions.
• Communicate effectively to all levels of the organization, including executive leadership.
• Ideate creative customer experience solutions with partner operations teams.
• Deliver strategic projects to improve customer experience.
• Collaborate with cross-functional teams to ensure successful execution of operational enhancements.
• Maintain a controls-focused approach to ensure compliance and process integrity.
   

Required qualifications, capabilities and skills

• 3+ years of professional experience.
• Proven track record of managing production and operational issues.
• Strong organizational skills and effective verbal and written communication skills.
• Ability to analyze opportunities, recommend solutions, and communicate them clearly.
• Strong influencing, partnership, and collaboration skills to drive cross-functional teams.
• Ability to work productively in a matrix management organization.
• Experience supporting product development.
• Positive, team-oriented attitude.
• Controls-focused mindset.

Preferred qualifications, capabilities and skills

• Financial services experience
• Experience in payments or wires.
• Experience in analytics.

ABOUT US

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

ABOUT THE TEAM
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.