Managing Director of Chase Digital Assistance & Search Platform Technology

Job Description
The Business
The Consumer and Community Banking Business is the retail consumer facing business of JPMorgan Chase and is known more commonly as Chase. The Chase Consumer & Community Banking serves more than 60 million U.S. households and 4 million small businesses with a broad range of financial services, including banking, credit cards, mortgages, auto financing, investment advice , small business loans and payment processing.
The Digital Technology organization is a part of the CCB Technology organization. Digital Technology leads all aspects of technology delivery for our mobile and online customers. As the "front door" to many of the firm's offerings through Chase.com and the Chase mobile app, the team is focused on building products, features, and services quickly, predictably and with quality.
We are undertaking an aggressive digital transformation agenda, which builds on the success of the current mobile and online service offerings; investing in innovative ways to deepen customer engagement and profitability with digital channels. The goal is to position Chase as the undisputed leaders in digital services to enable highly personalized delivery and real time experiences that clients increasingly expect. Across CCB Technology we have a multi-year investment plan to modernize our technology platforms and engineering practice to accelerate the pace of innovation of our banking platforms.
The Scale
The CCB Business has massive scale with a physical footprint over 5000 branches and 16,000 ATMS. The Digital channel has over 60mm and with over 1B logins per month. The retail business alone has 72 million debit card customers and processes over 230mm Quick Pay transactions and 290mm Bill Pay transactions annually. The Contact Center channel services over 650mm calls annually. Over 1300 applications and 13,000 technology engineers work directly in support of this business.
The Strategy
Our Strategy is to enable Speed at Scale for our businesses to accelerate the delivery of first-class products to our customers. We will achieve this through adoption of a new Banking Architecture, a Product based operating model built around Agile and DevOps practices and our Hybrid Cloud strategy
The Role
We are seeking a Head of Digital Self Service Technology for CCB Tech in India, reporting to into the Digital Technology organization. This remit will include building next generation virtual assistant and search platforms while delivering experiences that allow our customers to be engaged and contained in our digital channels.
The virtual assistant aims to be the "first line of defense" for customers allowing customers to find content, transactions, get questions answered or to make changes and service their accounts, providing resolution where possible and intelligently routing issues or requests to the right representative where appropriate. Using Conversational AI and Gen AI, this product focuses on building end-to end customer experiences enabled through complex but seamless conversational interactions. In order to deliver these experiences at scale, the focus will be on building omnichannel platform capabilities that are powered by conversational AI, search technology. As an omnichannel capability, the platform can be used not just in digital, but also across the voice channels.
As the technology partner for this product group the role is functionally responsible for the end-to-end strategy and delivery of all technology needs focusing on the quality and scalability of our software solutions. This includes leading a global team of software engineers focused on full stack development of web, mobile, backend, ML/AI and data layers.
Job Responsibilities:

• Build and continuously improve AI powered virtual assistant and search platforms for customer experiences that will differentiate Chase from other financial institutions.
• Deliver intuitive and personalized customer experiences powered by the best of breed capabilities.
• Facilitate technical vision, direction and drive decision making by ensuring engagement across architecture, the product teams, and other partner teams.
• Drive effective prioritization of work while evaluating trade-offs to meet product deliverables, while maintaining focus on stability and scalability.
• Partner with Product Leads and General Managers to balance delivery with tech modernization and platform health.
• Drive continuous improvements around processes, delivery, agility, and engineering practices.
• Lead research into new market trends in machine learning and personalization to stay ahead.
• Attract strong talent to ensure the organization is equipped with relevant technical and leadership skills.
• Build a high performing and nimble team that can deliver to the virtual assistant strategy for the firm.

Required qualifications, capabilities, and skills:

• Excellent talent management experience with a proven track record of building strong, high performing technology teams.
• Strong relationship building skills, given extensive interfacing required with both senior members of the CCB businesses, Digital Products, and the technology executive management team.
• Significant experience managing an end to end technology environment, one with large data sets and low-latency requirements.
• Proven experience delivering strategic transformation programs, delivering technology across web, mobile, back-end, and ML/AI platforms.
• Masters in Engineering with focus on ML/AI or related and equivalent work experience delivering such platforms.
• Minimum 18+ years of technology delivery experience and related management experience.
• Strong knowledge and experience with high volume, low-latency, and modern (cloud) platforms
• Experience with Agile delivery methodologies and delivery in CI/CD environments
• Experience in partnering with cross line of business teams, Outside Service Providers and Partner Organizations.

About Us
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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.
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.