JOB DESCRIPTION
Join us to shape the future of employee digital experiences at JPMorganChase. You will lead the operational heartbeat of our primary channels, making a real impact on how employees get help, find answers, and connect to support. We value your leadership, problem-solving skills, and passion for delivering stable, high-quality services. As part of our team, you'll collaborate across product, engineering, and analytics, driving improvements that matter. Discover a role where your expertise powers meaningful change and career growth.
As an Employee Experience (EX) Product Channel Operations Director in the Employee Experience (EX) team, you will manage the day-to-day operations of our key employee digital channels. You will ensure these channels are stable, responsive, and effective in connecting employees to the support they need. Your role involves close partnership with engineering, product, and domain teams to drive service quality and operational excellence. You will lead incident response, coordinate operational improvements, and maintain clear communication with stakeholders. Your work will directly influence the employee experience and operational transparency.
Job Responsibilities:
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Run daily channel operations to maintain stability and performance
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Monitor service health and review operational routines
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Lead incident response and service restoration efforts
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Coordinate operational backlogs and recurring issues
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Drive continuous improvement based on operational signals and feedback
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Ensure effective employee-facing support pathways and escalation processes
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Integrate cross-domain experiences for seamless employee journeys
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Define and maintain measurement and reporting for channel operations
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Ensure production supportability and operational readiness for changes
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Communicate operational status and major issues to leadership and partners
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Align with key partners across engineering, product, support, and analytics
Required Qualifications, Capabilities, and Skills:
- Extensive, proven leadership running day-to-day operations for high-visibility digital channels or platforms (service health, incident leadership, operational backlog discipline).
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Strong cross-functional operating capability across product, engineering/SRE, data, and multiple domain stakeholders in a matrixed environment.
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Structured problem-solving: able to turn operational signals into prioritised fixes and sustained improvements.
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Ability to represent the employee experience operationally: clarity on “what broke,” “who is impacted,” “how we restore,” and “how we prevent recurrence.”
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Experience providing clear, calm, and concise operational updates to very senior stakeholders during live issues and high-pressure moments—able to explain impact, current state, decisions, risks, and next steps in plain language, and to adapt messaging to the audience.
ABOUT US
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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.
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
