Vice President, Accessibility Business Oversight Program Manager
JPMorgan Chase & Co.
JPMorgan Chase has undertaken an aggressive digital transformation, which builds on the success of our current digital offerings. We are investing in innovative ways to attract customers as well as deepen customer engagement, satisfaction and profitability through the use of digital channels. The Digital Accessibility team is at the heart of driving transformation in the Digital space, leading the bank toward a competitive Digital experience for ALL of our customers by achieving standards and regulatory conformance and adding innovative, accessible features & services.
We are seeking a highly motivated Accessibility Business Oversight program manager to play an active role in developing and driving an overall strategy around process improvement and reporting related functions to ensure our team operates in a lean manner. This role will work closely with the management team to build capabilities across the team to drive efficiencies, define an operating model and identify/implement continuous improvements across the space.
A successful candidate will not only be able to demonstrate their knowledge and sensitivity to the access needs of people with disabilities, but also be able to drive critical process improvement programs across the Accessibility team throughout the product development lifecycle, working closely with advisors, product leads, process owners, technology partners, and management to:
Develop robust reporting to identify trends to determine process improvements, training needs, or system enhancements to improve the quality of the team’s processes. Support the proactive ongoing tracking on the status of key efforts to ensure timely execution to improve the quality.
Act as a single point of contact for program reporting, information and issue management
Conduct periodic quality reviews with program resources and stakeholders to effectively and regularly communicate program performance, progress of key milestones/deliverables, risks, issues, plan vs. actuals, management focus items, etc.
Develop and maintain standards and processes; manage quality improvement activities
Create common business specific quality measurement frameworks and track improvement against these metrics
Facilitate cross- Digital and cross-LOB process improvement discussions with key stakeholders at various level of the organization to drive identified issues to resolution
Establish, maintain and manage strategic Business and IT relationships
Partner with key IT and Business parties to ensure effective use of methodologies and communicate test strategies, test results and performance through testing teams
Contribute to continuous improvement by leveraging CMM, Six Sigma or other methodologies
In order to be successful in this role, a candidate must have in-depth, hands-on experience driving process improvement and program delivery in an Agile environment, as well as familiarity with the W3C WCAG 2.0 standards, ADA compliance, Section 508, the 21st Century Communications and Video Accessibility Act, and other accessibility related laws. Experience in the banking or financial services industries is preferred, but not required.
5-8+ years of experience in the execution of digital, customer facing programs or functions
Passionate about Agile transformation, with hands-on experience in an Agile environment.
Broad knowledge of accessibility barriers as well as the tools and techniques for overcoming them
Knowledge of accessibility standards: WCAG 2.0, ADA Section 508, 21st Century Video and Communications Act.
Ability to identify issues and trends based upon defect reviews, metric reports and monitoring
Demonstrated ability to manage multiple, strategic partner relationships at the Executive Level as well as supervisor level
Able to successfully multi-task across tactical and strategic initiatives
High degree of initiative and autonomy coupled with an ability to function successfully as part of a team (in person and virtual)
Honed consulting, influence, and negotiation skills to achieve desired outcomes that inspire action and trust from stakeholders
Innovative and creative thinker; able to generate new ideas; forward-thinker; thought-leader
Written and verbal communication skills – able to present status, facts, thoughts and ideas in a clear, concise, convincing and organized manner
Flexibility and adaptability - able to quickly and smoothly change direction based upon stakeholder or management direction, while remaining extremely organized and following tight deadlines
Bachelor’s degree in Business Administration, or related field of study, or equivalent relevant experience