User Operations Associate Jobs in Merrillville, IN

hackajob is collaborating with J.P. Morgan to connect them with exceptional professionals for this role.

JOB DESCRIPTION

Leverage your product experience to "act like a CEO" and manage all aspects of our SMS delivery from platform maintenance, implementation of innovative solutions, to managing performance, vendors and cost to deliver against customer needs.

As a Senior Product Associate in Digital Communications, you contribute to the team by leveraging your expertise in product development and optimization to make a significant impact, supported by real-life customer usage and user research to fuel the creation and modernization of innovative products and platforms.  Collaborate closely with cross-functional teams and play a crucial role in shaping the future of our products, platforms and ongoing success.  

In this role, you will specifically support our SMS/Text delivery platform for alerts and notifications to consumer and community bank customers and businesses.  Key responsibilities include ensuring platform health and reliability to deliver SMS at scale, partnering with vendors to improve delivery speed and performance, managing and optimizing SMS-related costs, and evaluated new market solutions to expand and enhance customer communication channels. 

Job responsibilities

• Partner with the Product Manager to identify and prioritize enhancements to the SMS/Text alerts and notifications platform, grounded in customer needs, user research, and market trends.

• Support discovery efforts by helping collect and synthesize customer insights (usage data, research findings, journey mapping) to inform the product roadmap and feature decisions.

• Define and document requirements (epics, user stories, acceptance criteria) for platform capabilities and improvements; partner with engineering and design through delivery.

• Monitor and analyze key platform and product metrics (e.g., delivery performance, throughput, reliability, vendor performance) and translate insights into actionable backlog items.

• Help ensure platform health and operational readiness to support SMS delivery at scale, including partnering with technology teams on maintenance and issue prevention.

• Collaborate with vendors and internal stakeholders to improve end-to-end delivery speed and success rates, supporting troubleshooting and performance optimization efforts.

• Track and support management of SMS delivery costs (e.g., usage drivers, vendor pricing impacts) and identify opportunities to optimize spend without compromising customer experience.

• Consider upstream/downstream impacts of changes across customer journeys and communication channels to ensure a consistent, compliant, and high-quality experience.

• Research and evaluate new SMS/communication-channel capabilities in the market and contribute recommendations for pilots or future roadmap items.

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise in product management or a relevant domain area
• Proficient knowledge of the product development life cycle
• Experience in product life cycle activities including discovery and requirements definition
• Developing knowledge of data analytics and data literacy
• Strong requirements and execution skills: writes clear epics/user stories/acceptance criteria, manages a backlog, supports testing/UAT, and coordinates cross-functional dependencies
• Data- and customer-informed decision making: uses usage analytics, user research/journey insights, and market signals to prioritize and measure outcomes

Preferred qualifications, capabilities, and skills

• Communication platform focus (preferred): familiarity with high-volume notifications and/or messaging channels (SMS, push, email), including deliverability/performance concepts and basic API/tech fluency

• Operational and vendor collaboration: monitors platform health and key KPIs, partners with vendors on SLA/performance improvements, and supports issue triage/escalation when needed

• Cost and risk awareness: supports cost/usage optimization and works effectively with Legal/Compliance/Risk partners on consent/privacy and communications requirement
   

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.