As a Lead Technical Program Manager in CTC's Shared Services organization at JPMorganChase, you will drive the successful delivery of complex technology projects and programs across our product portfolio, built primarily for the CTC user base. Leveraging deep knowledge of technical principles, practices, and theories, you will develop innovative solutions while owning delivery timelines, managing resources and budgets, and leading high-performing teams. You will create and run intake-to-operationalization processes, ensuring the team is consistently focused on the highest priority, highest value work.

This role demands a customer-focused change leader who removes delivery blockers, strengthens cross-team ways of working, and partners with Product and Engineering to ensure product decisions are grounded in clear user needs, measurable value, and continuous improvement. Your strong analytical reasoning and adaptability will enable you to navigate ambiguity and change, keeping technology initiatives tightly aligned with business goals. With advanced communication and stakeholder management abilities, you will foster productive working relationships and influence decision-making to achieve mutually beneficial outcomes.

As a subject matter expert, you will contribute to the development of operational plans and risk management strategies, ensuring the highest quality and professionalism in service delivery across the firm.

Job Responsibilities

• Own customer use cases end-to-end—from discovery and definition through delivery and adoption—developing use-case-driven product narratives that align stakeholders on “why this matters,” “who it’s for,” “how it works,” and “how success is measured.”

• Own end-to-end delivery execution across the product portfolio (timelines, milestones, dependencies, release readiness), proactively removing blockers and managing risks/issues/escalations to maintain momentum

• Design and run a high-quality intake and backlog management process (requirements capture, triage, sizing, definition of ready/done), translating customer needs into structured inputs (use cases, journeys, problem statements, success measures) and challenging requests against product strategy

• Define and segment the user base (personas, key workflows, adoption barriers) and lead onboarding, communications, enablement, and feedback loops to drive adoption and sustained usage

• Implement continuous improvement practices (retrospectives, root cause analysis, flow metrics, experiments), sharing best practices with partner teams through templates, playbooks, office hours, and coaching

• Define value measures and maintain outcome-based tracking/reporting (adoption, retention, growth, time saved, defect reduction, cycle time improvements, user satisfaction), using data to surface trends/friction points and inform prioritization decisions

Required qualifications, capabilities & skills

• Experience delivering products or platforms in a matrixed environment, owning delivery outcomes across multiple workstreams.

• Strong ability to design and run intake and operationalization processes that improve clarity and throughput.

• Demonstrated strength in prioritization, customer requirement shaping, and aligning work to product strategy.

• Proven change management capability with both internal teams and end-user communities.

• Strong stakeholder management, communication, and storytelling skills; able to influence without authority.

• Experience using data to measure product value and inform decisions (adoption, retention, growth, operational metrics).

Preferred qualifications, capabilities & skills

• Deep experience in user engagement and onboarding planning for enterprise users.

• Strong value tracking and analytics mindset (instrumentation, KPI definition, insight generation).

• Track record of team building and fostering high-performing, psychologically safe delivery environments.

• Strength in defining user bases, personas, and use cases, and ensuring products are built for the right customer segments.

• Experience enabling partner teams through best-practice adoption and reusable playbooks.