Channel Manager Jobs in Delaware (NOW HIRING)

Introductory Marketing Language:
Help shape how Chase Card Services engages customers in moments that matter-responsibly, compliantly, and effectively. In this role, you'll combine risk judgment with hands-on analytics to improve cures, recoveries, and customer outcomes across call, text/SMS, email, and letters. You'll design test-and-learn programs, translate results into clear actions, and influence strategy at scale. Join Risk Management and Compliance and help keep JPMorganChase strong, resilient, and customer-centered.

As an Analytics Associate, Card Risk Management in Chase Card Services, Risk Management and Compliance (Collections Risk Criteria Team), you will develop and execute customer outreach strategies across channels while building short-term and long-term analytics to measure performance, manage risk, and guide strategy decisions.
You will design test-and-learn programs, define eligibility and targeting frameworks, monitor operational and customer impact, and deliver leadership-ready insights and recommendations. You will partner closely with Operations, Legal, Compliance, Product, Analytics, Technology, and Credit Strategy to ensure end-to-end execution within the firm's risk appetite and regulatory expectations.

Job Responsibilities:

• Develop multi-channel outreach strategies (call, text/SMS, email, letters) aligned to business objectives, customer experience, and risk appetite.
• Analyze short-term outreach performance to diagnose drivers, identify issues/opportunities, and recommend rapid iterations to improve outcomes.
• Build long-term measurement frameworks (KPIs, definitions, attribution, governance) that enable durable performance monitoring and roadmap decisions.
• Design test-and-learn experiments (segmentation, channel mix, cadence, messaging, timing) including hypotheses, success metrics, and evaluation plans.
• Execute experimentation measurement (test/control design, eligibility rules, operational feasibility checks) and synthesize results into actions.
• Optimize engagement, cures, recoveries, and cost-to-collect while balancing customer impact, operational constraints, and compliance requirements.
• Define eligibility and targeting criteria to ensure the right customers receive the right treatment at the right time, incorporating risk controls.
• Monitor KPIs such as contact rate, right-party contact, response rate, promise-to-pay, cure/roll rates, recovery dollars, complaints, opt-outs, and capacity impacts.
• Deliver recurring reporting and insights for senior management, highlighting trends, risks, tradeoffs, and recommended actions.
• Conduct risk assessments for regulatory, operational, customer harm, and reputational risks; implement mitigations and document controls.
• Collaborate cross-functionally to align strategy, execution, and governance across stakeholders and adapt to policy/regulatory changes.

Required Qualifications, Capabilities, and Skills:

• Bachelor's degree or equivalent relevant experience.
• Minimum 1+ years of experience in credit risk, collections/servicing strategy, controls, compliance, audit, or a related function within financial services.
• Minimum 1+ years of hands-on analytics experience supporting strategy decisions (short-term performance diagnosis and longer-term frameworks/automation).
• Demonstrated knowledge of the account lifecycle (portfolio management through collections/recovery) and associated risk considerations.
• Proven experience developing or optimizing outreach/channel strategies (segmentation, eligibility, cadence, messaging, channel mix, and timing).
• Ability to design and evaluate experiments (hypothesis development, success metrics, measurement methodology, and interpretation of results).
• Experience monitoring and explaining operational KPIs and translating them into actionable recommendations and governance decisions.
• Strong risk and control mindset, including identifying customer harm/compliance risks and implementing mitigations.
• Excellent stakeholder management across Operations, Legal, Compliance, Product, Analytics, Technology, and Credit Strategy.
• Strong written and verbal communication skills, including executive-ready narratives, readouts, and recommendations.
• Strong organizational skills, including ability to manage multiple priorities, timelines, and cross-functional dependencies.

Preferred Qualifications, Capabilities, and Skills:

• Advanced analytics/tooling (e.g., SQL; Python or SAS; Tableau/Power BI) to enable repeatable insights and reporting automation.
• Experience with test governance (documentation, controls, audit readiness, and compliance partnership) for customer communications.
• Familiarity with communications compliance considerations (e.g., consent/opt-out management, complaint monitoring, channel policies).
• Experience balancing capacity and operational constraints (dialer capacity, agent staffing, vendor/print lead times) in strategy design.
• Background in customer-centered strategy incorporating fairness, vulnerability considerations, and complaint/dispute trend analysis.
• Comfort presenting to senior leaders, including succinct executive summaries and clear decision asks.