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JOB DESCRIPTION

As a Senior Associate - Product Operations & Communications Lead supporting Card Account Management and Card Financial Transactions, you will standardize portfolio operating rhythms, deliver executive-ready updates on progress and releases, and maintain Confluence and other sources of record. You'll run leadership forums and monthly operating meetings end-to-end, strengthen backlog/book-of-work hygiene, and use firm-approved AI tools to accelerate drafting with stakeholder validation before publishing.

This role is ideal for someone who enjoys problem-solving, simplifying complex journeys, and improving how teams work - with an emphasis on using AI responsibly to accelerate research, documentation, and communication (not replacing judgment).

Job responsibilities

• Own the communications cadence (AI-enabled): Actively collect/solicit accomplishments and milestones from stakeholders, then use approved AI tools to help consolidate inputs, detect gaps/inconsistencies, draft clear actionable updates, and tailor summaries by audience/channel. Publish on schedule to designated channels and sources of record (e.g., Confluence pages, Microsoft Teams) with final human review and stakeholder validation before posting.
• Apply approved AI tools responsibly: Demonstrate proficiency with the organization's approved AI tools to accelerate drafting, synthesis, editing, and quality checks (clarity, completeness, tone, duplication). Ensure all AI-assisted outputs are fact-checked against authoritative sources, reviewed with stakeholders, and approved before being shared or posted to any source of record.
• Manage Confluence oversight (AI-supported governance): Maintain information architecture, content governance, and ongoing upkeep, leveraging approved AI tools to identify stale content, broken references, duplicative pages, taxonomy/tagging opportunities, and readability issues. Propose targeted updates and run periodic AI-assisted audits, with human verification to keep pages truthful, accurate, and continuously up to date.
• Plan and execute townhalls/forums and meetings (AI-assisted operations): Use approved AI tools to generate and refine agendas, compile pre-reads, draft speaker briefs/talking points, and capture action items/decisions from notes or transcripts where permitted. Publish validated recaps and maintain an AI-assisted action tracker (with owners/dates) to improve follow-through and accountability.
• Administer distribution lists/shared mailboxes (AI-enhanced hygiene): Manage access controls, ownership assignment, and hygiene practices, using approved AI tools to help triage inbound requests, categorize/common-issue routing, draft responses, and flag potential policy/compliance risks (e.g., sensitive data indicators) for human review - maintaining reliability and compliance with internal standards.
• Maintain epic/backlog/book-of-work hygiene (AI-augmented agility): Ensure clear ownership, current status, prioritization, readiness, dependencies, and up-to-date metadata, using approved AI tools to summarize epics, suggest clearer acceptance criteria, highlight missing fields/aging items, detect dependency conflicts, and generate routine hygiene reports - while keeping final prioritization and updates owned by accountable stakeholders.

Required qualifications, capabilities, and skills

• Proficiency with AI-assisted productivity tools (e.g., generative AI) using company-approved solutions to accelerate research, analysis, and content development; applies sound judgment on data sensitivity, validates outputs for accuracy/bias, documents assumptions, and uses AI responsibly within established risk, controls, and governance expectations.
• Demonstrated ability to collaborate effectively across multiple teams and stakeholder groups.
• Strong analytical skills and curiosity to dig into data to identify root causes and opportunities.
• Excellent written and verbal communication skills; ability to translate customer and business needs into clear, actionable requirements.
• Ability to build trusted relationships, drive alignment, and influence without direct authority.
• Proficiency in Microsoft Word, Excel, and PowerPoint.

Preferred qualifications, capabilities, and skills

• Experience supporting product and technology portfolios in a regulated financial services environment, with awareness of controls for communications, documentation, and access management.
• Demonstrated success improving operating rhythms, transparency, and execution predictability through lightweight governance.
• Experience building and running communications cadences and repeatable templates for updates, announcements, and milestone reporting.
• Proficiency with enterprise collaboration and documentation toolchains, including Atlassian Confluence, Microsoft Teams, Microsoft Outlook, [Jira and/or other approved backlog tooling], and [PowerPoint/Word or approved equivalents].
• Responsible use of organization-approved AI tools 

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.

We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.