Product Portfolio Operations Director

Product Portfolio Operations Director

You are a proven leader with a passion for delivering high-quality products. Join our innovative team and help us ensure that our products meet and exceed the needs of our customers. As a Product Portfolio Operations Director in Personalization & Customer Insights Team, you are an integral part of the team that innovates new product offerings and leads the end-to-end product life cycle. As a core leader, you are responsible for acting as the voice of the customer and developing profitable products that provide customer value. Utilizing your deep understanding of how to get a product off the ground, you guide the successful launch of products, gather crucial feedback, and ensure top-tier client experiences. With a strong commitment to scalability, resiliency, and stability, you collaborate closely with cross-functional teams to deliver high-quality products that exceed customer expectations. You will lead the data products and integrations that feed the operating memory for our agentic channel. Your team curates secure, consented customer context and personalized signals that help the assistant understand intent and maintain continuity—delivered to the Channel/Interface team and to domain agents that take action on customers' behalf. Lead the data products that power the operating memory for our new Chase agentic channel—curating secure, consented customer context and personalized signals—while partnering with the Channel/Interface team and domain agents. Also drive ML-powered personalization and next-best-action optimization across channels for marketing and servicing.

Job Responsibilities

• Works across products and product lines to help ensure delivery against business objectives
• Executes the strategy for reporting and communications to support our portfolio management operations and change initiatives
• Oversees and coaches a team to best implement the strategy for adapting and executing the full product-line framework and ensures our core cross-product priorities, sequencing, and trade-offs are realized
• Implements portfolio-level tracking of controls, financials, resourcing needs, and key prioritization decisions
• Drives product strategy and vision that deliver measurable customer value.
• Leads Product Operations across direct and matrixed teams, ensuring consistent ways of working.
• Owns product and management reporting, providing clear, actionable insights to leaders.
• Defines, tracks, and improves KPIs and OKRs to measure outcomes and execution health.
• Oversees risk, controls, and governance to ensure compliant, resilient delivery.
• Manages work intake, prioritization, and tracking to maintain transparency and delivery predictability.
• Runs product planning and execution cadence, aligning roadmaps, resourcing, and timelines.

Required Qualifications, Capabilities, and Skills

• 8+ years of experience or equivalent expertise in program management or performance optimization
• Proven ability to manage and implement operational effectiveness and portfolio management initiatives
• Proven ability to operate within the product development life cycle and agile methodologies
• Knowledge of product development life cycle, design, and data analytics
• Knowledge of product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management
• Proficient knowledge of the product development life cycle, including discovery, requirements definition, and backlog management (epics, user stories, refinement, PBR, JIRA).
• Strong data literacy and the ability to turn user research, journey insights, and product metrics into decisions and roadmaps that deliver on time, cost, and quality.
• Excellent people leadership and stakeholder management: mentoring product managers and influencing partners across Product, Design, Engineering, Marketing/Servicing, and business teams.

Preferred Qualifications, Capabilities, and Skills

• Demonstrated prior experience working in a highly matrixed, complex organization
• Knowledge of Personalization and Recommendation systems in production
• Degree in Engineering, Data Science, Business, or a comparable field of study.
• Knowledge of current digital banking trends and customer experience patterns, and familiarity with privacy, consent, and fairness considerations in AI.

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. The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm's data sharing principles of security, customer control and convenience, and privacy.