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Project Execution

Req #: 180003580
Location: Wilmington, DE, US
Job Category: Technology
Job Description:
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at
Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.3 trillion and operations in more than 60 countries We serve more than 50 million consumers and small businesses through more than 5,600 bank branches, 18,700 ATMs, credit cards, mortgage offices and online and mobile banking as well as through relationships with auto dealerships.
Within Chase, Consumer Banking provides great products and an outstanding customer experience at over 5,600 branches and 18,700 ATMs in 23 states, as well as online and over the phone.
As a Chase employee, you’ll be part of a company that makes a real difference every day for our customers, our communities and ourselves. With a focus on customer service, you’ll put others first, do what’s right and create solutions that make lives better. We invite you to build your career on our strong foundation and help shape what’s next – for you and for us.

  • As the IT Program Manager within the Operations Technology (OPT) – Project Delivery Office, you will have overall execution responsibility across the strategic multi-year, cross-organization program focused on replacing an end-of-life, fixed cost, bespoke, voice telephony infrastructure with a cloud aligned, variable cost service to deliver a digital first customer experience leveraging new technology including: Voice Biometrics, Robotics, Machine Learning, Click to Call and Virtual Assistant. 
  • Experienced leading large complex technology programs with cross LOB budgets, containing multiple, interrelated projects targeting at delivering against multi-year roadmaps
  • Establishes project requirements, priorities, and deadlines with strong controls to ensure oversight with scope and complete of program
  • Ensures projects are completed in accordance with all Risk, Architecture and other relevant firm wide guidelines; also coordinates resources (staff, equipment, vendors and consultants) across numerous concurrent projects
  • Manages budget for assigned programs, monitors program progress and adjusts resources and priorities accordingly
  • Leader of organizational, operational and/or technological change
  • Partner with appropriate business and technology partners, portfolio managers, project managers, demand managers and release leads to provide structure while driving overall execution
  • Communicates with senior leadership and status of program and manages the communication across CCB to ensure identified owners of the work are actively engaged
  • Minimum of 10+ years of professional experience managing and/or directing project/program management activities for large, complex technology projects
  • Proven experience managing complex, multiple cross LoB projects
  • Thought leader in program/project management methodologies demonstrated through process improvement
  • Ability to work well in a high-pressure and dynamic environment, to develop strong client relationships and manage by influence
  • Ability to think out of the box and on their feet very quickly
  • Demonstrated ability to work across disparate organizational boundaries to accomplish common objectives, including the appropriate escalations in the organization to ensure timely project delivery
  • Expert knowledge of project lifecycle methodologies
  • Demonstrated expertise managing all components of the project/program life cycle: scope definition and management, planning, estimating, analysis, development, testing and implementation
  • Proven ability developing relationships with business owners, communicating project status, and understanding detailed business requirements across multiple project initiatives
  • Strong hands-on experience producing related documentation including change controls, status reports, detailed schedules (MS Project), polished presentations (PowerPoint), risks lists, issues lists, action items, and meeting minutes
  • Strong interpersonal skills with the ability to build relationships across all levels, create a strong network of relationships among peers, internal partners and external constituencies and influence stakeholders 
  • Ability to maintain a calm, professional personable demeanor and have excellent skills in the following areas: project scoping, budget management, communications, scope management, team building, and consensus building
  • Adept at developing presentations and delivering to senior management
  • Strong analytical skills and ability to foresee and manage risk
  • Excellent communication skills, both written and verbal, and ability to communicate at all levels


Additional skills/knowledge beneficial to the role:

  • Background/Understanding of the Contact Center "space"
  • Knowledge/Understanding of the Technology and/or Infrastructure associated with Contact Centers
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