You enjoy shaping the future of product innovation as a core leader, driving value for customers, guiding successful launches, and exceeding expectations. Join our dynamic team and make a meaningful impact by delivering high-quality products that resonate with clients.
As a Product Manager in Business Transformation team in Merchant Services, you are an integral part of the team that innovates new product offerings and leads the end-to-end product life cycle. As a change leader you are responsible for translating Merchant Services' business priorities across growth, client experience, operational efficiency, and risk reduction into the organizational and workforce changes that deliver them. You partner with product, technology, operations, risk, and senior leadership to identify the business outcomes that matter, determine where AI and other capabilities create the greatest leverage, and design the operating model and adoption strategy required to realize that value. With a strong commitment to scalability, resiliency, and stability, you collaborate closely with cross-functional teams to ensure changes exceed customer expectations.
Job responsibilities
- Partner with senior leaders to define the business outcomes Merchant Services owns (growth, client experience, efficiency, risk reduction) and translate them into a transformation agenda.
- Identify the highest-value opportunities and apply AI, automation, and operating-model change to deliver measurable results; challenge work without a clear business case.
- Prioritize and sequence initiatives based on business value and organizational change capacity.
- Own end-to-end adoption strategy for new capabilities-from leadership alignment through frontline behavior change and reinforcement.
- Diagnose adoption barriers using data-driven methods (e.g., telemetry, surveys, process insights, ONA where applicable) and design targeted interventions.
- Define and own outcome-linked success metrics that connect capability deployment, behavior change, and business impact.
- Redesign workflows for effective human-AI teaming, including clear handoffs, escalation paths, and control points.
- Partner with risk, compliance, and controls to embed 3LOD, model risk, and regulatory requirements into new operating models from day one.
- Lead org design changes required to sustain the model (roles, skills, spans of control, new/retired roles).
- Coach and enable senior sponsors with crisp narratives, communications, and translation of technical performance into adoption and business implications.
- Build transformation capability (training, labs, coaching, change champions) and run a managed backlog with retrospectives and portfolio-level change-load oversight.
Required qualifications, capabilities, and skills
- 7+ years in enterprise product, technology, or transformation roles
- 5+ years leading large-scale organizational change across 25+ teams in matrixed environments
- Demonstrated track record applying structured processes to real, measurable outcomes - not just deliverables
- AI product literacy: able to interrogate model performance, evaluation methods, bias, drift, and failure modes; not required to build, but cannot be snowed
- Workflow decomposition: able to credibly partition a process into human, AI, and joint steps with defensible reasoning
- Org analytics fluency: able to read and challenge process mining outputs, ONA graphs, and adoption telemetry
- Risk and controls translation: fluent in how AI changes interact with 3LOD, model risk management, and regulatory obligations in a financial-services context
- Senior stakeholder management - including coaching executive sponsors through ambiguity and AI literacy gaps
- Sharp written and verbal communication; able to facilitate working sessions of 5-50+ across executive and frontline audiences
- Scaled agile delivery experience; comfortable operating inside SAFe, LeSS, or equivalent frameworks
Preferred qualifications, capabilities, and skills
- Prosci ADKAR certification or equivalent
- Agile coaching credentials (SPC, CSP, ICP-ACC) and/or org design credentials
- Experience in payments, merchant acquiring, or other regulated financial services
- Working knowledge of AI governance frameworks (NIST AI RMF, EU AI Act, internal model risk standards)
- History of building change communities of practice or change champion networks
ABOUT USJPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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
ABOUT THE TEAMA part of the Commercial & Investment Bank, J.P. Morgan Payments enables organizations of all sizes to execute transactions efficiently and securely, transforming the movement of information, money, and assets. The team of experts tackles complex challenges at every stage of the payment lifecycle. And their industry-leading solutions facilitate seamless transactions across borders, industries, and platforms.
Operating in over 160 countries and handling more than 120 currencies, J.P. Morgan Payments business is the largest processor of USD payments, with a daily transaction volume of $10 trillion.
