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Merchant Services - VP, Operations Liaison

Req #: 180014520
Location: Plano, TX, US
Job Category: Product Management
Job Description:
JPMorgan Chase & Co. is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. JPMC serves nearly half of America’s households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. Customers can choose how and where they want to bank: 5,300 branches, 16,000 ATMs, mobile, online and by phone.   For more information, go to

Merchant Services is the global payment processing business for JPMorgan Chase & Co.   Merchant Services is the world’s leading merchant acquirer with over $1 trillion in annual transaction volume in 2016. ChaseNet is a customized closed-loop proprietary payments platform, and Chase Pay is the firm’s new digital wallet that makes mobile transactions simple, safe and rewarding.  Merchant Services is a leading provider of payment, fraud and data security for companies large and small and capable of authorizing transactions in more than 130 currencies.
Merchant Services is seeking an experienced Payments Product and Operational expert to work on several projects representing Operational teams and Internal tools as new product solutions are being rolled out to Clients in a new agile environment.  This team member will work with others in the group and in a team to be responsible for the end-to-end delivery of internal products, procedures and requirements and SOPs to support the release of a New Gateway, Alternative MOPS, processing in other countries as well as new reporting solutions.
The VP, Operations Liaison will sit in the Product team and will partner heavily with other Product, Operations and Technical leads to deliver the detail level execution of these initiatives from an operational perspective.   The implementation of the execution of these efforts will be the measure of success and a single approach to tracking, measuring, reporting and closing gaps is critical.   The primary objective of the role is to ensure successful delivery of the product solution-- on time, on scope, on budget, with exceptional quality and strong controls. 

This is an execution focused role that requires extensive experience with various project delivery methodologies, including Waterfall and Agile.

o Lead the Operational execution of deliverables required for Operations Integrations:  Partner with and support various teams across Merchant Services to deliver against product requirements that represent client commitments ensuring on scope, on budget, on time, with exceptional quality.

o Relationship Management: Partner with Product Management, BA’s, ITBA’s and  Planning Leads to map business needs to specific initiatives and targeted delivery timeframes; manage overall portfolio of internal products and projects.  Partner with Planning, Product, Operations and Technology leaders to deliver and improve shared processes along the way.  Be a messenger of change supporting the new approach to our business as part of the overall Modernization initiatives. 

o Communications & Reporting: Ensure Business Leads and stakeholders are proactively kept in the loop and that PMs develop high quality status reporting. Support monthly reporting and deck creation as needed. Escalate gaps in project support.  Ensure requirements and all supporting

  • Understand the Business’ strategic direction and priorities and partner with them to translate needs of the business into specific SOPs, requirements and staffing proposals to support the new solutions and clients.
  • Effectively and accurately communicate the status of the workstream, including key risks, issues and potential solutions in a non-technical manner
  • Ensure proper Business, Product, Technology and Operations leadership and accountability across this initiative
  • Establish effective program management and accountability structure
  • Improve proactive risk management across execution lifecycle; upgrade quality of reporting
  • Document a process and be able to assess potential capacity assessment for a team
  • Attend project meetings – represent all Operational functions with deep subject matter expertise – advocate and solution for the Client and Employee experience
  • Create operational grid of needed support for the implementation of any of the new solutions
  • Support any revisions to new SOPs and RCSA process map for the operations teams as well as support any operational adjacent teams 


  • Bachelors degree required; Masters degree preferred
  • Minimum of 10 years of professional experience, including significant time spent in operations, Product and technology teams within the Merchant space
  • Preferred candidates will come from tenured Merchant Services or other Merchant Acquirer/processor/vendor experience in order to be able to quickly add value
  • Proven product and project management capabilities with a strong analytical bias; ability to flex between details and the bigger picture
  • Deep knowledge of the payments process and products and the Merchant Service technical systems and how they connect
  • Minimum of 6 years of Proven Product, Operational and Technical experience and knowledge within Merchant Services
  • Ability to influence and negotiate with peers and leaders across multiple functions and lines of business
  • Exceptional presentation skills; significant experience developing and delivering compelling Power Point presentations that “tell a story” and enable decisions to be made
  • Ability to act in a calm, organized, energetic manner in a dynamic environment where there are shifting priorities and demands with tight timelines and deadlines
  • Demonstrated bias for action, creative problem-solving and achieving fulfillment by "creating order out of chaos"; Ability to creatively solve complex issues
  • High achievement orientation with ability to lead and motivate others around results. Ability to create a people-centered culture that focuses on performance, engagement and personal accountability
  • Ability to create effective and efficient communication and decision-making processes and an ability to communicate appropriately with all levels of the organization, including the ability to flex personal communication styles between audiences with different levels of attention and focus.
  • Advanced working knowledge of the payments space / acquiring industry
  • Advanced knowledge of key software development arenas including requirements definition, functional specifications, technical design, development, Microsoft Office products
  • Proven, strong, proactive communication skills and executive presentation skills, organizational and multi-tasking skills.
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