Vice President, Product Delivery Manager - Offers & Shopping
Offers & Shopping is dedicated to leading measurable outcomes for brands and real benefits for our customers. Our ad solutions leverage our strong merchant relationships, our 65mm customer base, and industry leading customer insights to find, attract, and engage intended audiences throughout their shopping journeys
As a Vice President, Product Delivery Manager within Offers & Shopping, you will work to enhance and optimize the way products are delivered to customers. As a key member of the team, you will create solutions and efficiencies that enable successful implementations in an expedient and organized way. You will lead product delivery while crafting solutions that enhance and optimize customer and merchant experiences as part of our new Chase Media Solutions brand. Lead end-to-end processes, manage dependencies, and liaise with stakeholders as part of a team at the forefront of innovation. In addition you will cover business controls, servicing escalations, monitoring production issues and Voice of the customer to drive product improvements.
Job responsibilities
- Lead end-to-end product delivery processes including intake, dependency management, release management, product operationalization, delivery feasibility decision-making, and product performance reporting, while escalating opportunities to improve efficiencies and functional coordination
- Lead the completion of change management activities across functional partners and ensures adherence to the firm’s risk, controls, compliance, and regulatory requirements
- Effectively manage timelines and dependencies while monitoring blockers, ensuring adequate resourcing, and liaising with stakeholders and functional partners
- Implement, manage, maintain and enhance controls varying in frequency and nature and in business areas impacted. Responsible for escalating/resolving any issues identified via the controls
- Oversee servicing strategies from a business standpoint for Offers & Shopping products and manage both individual customer escalations and issues impacting some to all customers. Engage with servicing partners on strategies, training, materials, servicing applications, servicing communications, etc.
- Track production issues from a business standpoint with emphasis on customer impact leading to potential servicing impacts. Report on and assess issues and serve as point of contact on production issue work teams.
- Oversee voice of the customer monitoring, reporting, and assessment. Leverage voice of the customer to inform servicing, controls, and prod issue initiatives, updates, and requirements.
Required qualifications, capabilities, and skills
- 7+ years of experience in product delivery or a relevant domain area
- Demonstrated ability to execute operational management and change readiness activities
- Strong understanding of delivery and a proven track record of implementing continuous improvement processes
- Experience in product or platform-wide release management, in addition to deployment processes and strategies
Preferred qualifications, capabilities, and skills
- Proficient knowledge of the product development life cycle, design, and data analytics
- Knowledge of controls
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