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Complaints Systems & Data Oversight Process Manager

Req #: 170066013
Location: Columbus, OH, US
Job Category: Operations
Job Description:

The Customer Experience and Communications organization seeks to simplify and strengthen customer experiences and build customers’ trust in Chase by communicating effectively, listening to feedback, understanding reasons for dissatisfaction, and identifying opportunities to improve.


The Complaints Management & Oversight group sits within this organization and is tasked with ensuring the management, oversight and understanding of customer complaints received within internal lines of business and external servicing vendors.


The Complaints Systems & Data Oversight Process Manager will provide strategic direction for Chase Consumer and Community Bank complaint systems, including CARE and the Voice of Customer Data Mart (VOC). 


Key responsibilities include:

  • Ensure that complaint systems support the CCB Complaint Policy and Standards and are adaptable for future needs.
  • Develop and maintains standards and related documentation.
  • Represent the Customer Management (CM) team through all phases and implementations of related technology projects.
  • Ensure CCB groups are prepared for upcoming system changes, and are appropriately involved in testing and readiness activities.  Function as a liaison between the system teams and the CICM team.
  • Assist with prioritization of VOC project requests, including meeting with requestors and others to gather information, determine how the request fits into the strategic direction and participate in Governance discussions. 
  • Lead coordination of cross-functional teams across multiple disciplines to assure compliance with objectives

Successful candidates must be able to manage projects, define requirements, identify risks, establish contingencies for potential or real issues, and be able to articulate well-defined solution proposals that have direct impacts on business initiatives. 

  • Bachelors degree in a technical discipline; Masters preferred
  • Currently performing in a system development, process or database management role; 10+ years preferred
  • Excellent presentation and communication skills to different audience levels
  • Prior use case, requirements and system testing experience across multiple system implementations
  • Prior business requirements, procedures and documentation experience preferred
  • Prior Quality Assurance and User Acceptance Testing experience preferred
  • Prior customer experience and complaint analysis a plus
  • Strong attention to detail and time management
  • Must be internally motivated and able to work with limited supervision

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