The Product Manager for Business Banking Lending Account Management will own customer-facing digital servicing experiences for Business Banking lending, driving continuous improvements across core loan account journeys while partnering closely with Technology, Design, Operations, and Risk/Controls.
Role Overview
In this position, you will be responsible for key account management capabilities and ongoing enhancements for Business Banking lending customers. You will own the digital servicing experience across core journeys including payments, advances, communications, and self-service, with the goal of improving discoverability, reducing friction, and delivering measurable outcomes.
Key Responsibilities
- Develop product strategy and product vision that delivers value to customers
- Lead discovery activities and market research to uncover customer solutions and incorporate them into the product roadmap
- Own, maintain, and develop the product backlog that supports the strategic roadmap and value proposition
- Establish a measurement framework and track product success metrics, including cost, feature and functionality, risk posture, and reliability
- Define, prioritize, and deliver end-to-end customer journeys for Business Banking loan account management, including payments, advances, account activity, and self-service servicing actions
- Drive usability and content improvements to make key actions and information easier to find and complete, including navigation, content clarity, information architecture, in-product guidance, and contextual help
- Own digital enhancements for payment scheduling and execution, payment issue resolution, and advances experiences, including status visibility and confirmation flows
- Improve communications such as in-app messaging, notifications, alerts, statement and document access, and preference management to increase clarity, timeliness, and actionability
- Define and monitor KPIs across adoption, task completion, customer satisfaction, containment or deflection, time-to-resolution, contact drivers, and defects or incidents affecting the digital experience
- Ensure operational readiness and control expectations by partnering with Operations and Risk/Controls on exception handling, disclosures, auditability, and issue resolution processes
- Partner with Technology and Design through discovery, journey mapping, prototyping, iterative testing, and delivery, including coordination of UAT, release readiness, and post-launch monitoring
Requirements
- 5+ years of product management experience focused on digital customer experiences, servicing, or account management
- Proven ability to deliver customer-facing journeys end-to-end with measurable outcomes
- Strong collaboration skills with Technology, Design, and Operations, including comfort driving prioritization and trade-offs
- Experience defining requirements using epics, stories, and acceptance criteria, and managing a backlog against a roadmap
- Data-driven mindset, with experience using analytics and customer insights to guide decisions
- Experience with Business Banking lending or loan servicing and/or digital payments or advances journeys
- Advanced knowledge of the product development life cycle, design, and data analytics
- Familiarity with digital communications and notifications, discoverability and content improvements, and delivery in a regulated environment
- Proven ability to lead product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management
Preferred Qualification
- Demonstrated prior experience working in a highly matrixed, complex organization
About the Team
JPMorganChase’s Consumer & Community Banking division serves Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans, and payment processing. The team supports small business owners through business bankers in the Consumer Bank, helping customers finance and grow their businesses with ongoing partnerships and investment in communities and people for the long term.
Location and Compensation
- Location: Columbus, OH (onsite)
- Salary: USD 99,750 - 170,000 per year
- Minimum experience: 5 years
