JPMorgan Chase—Senior Customer Success Associate — Internal Audit Product Management

Job description

Description: Internal Audit (IA) is an independent function at JPMorganChase that aims to enhance and protect the firm by providing risk-based and objective assurance, advice, and insight. We work with every Line of Business and Corporate Function to assess the internal control processes that drive our global business, identifying areas of improvement to help safeguard the firm. IA Product Management is part of Audit, Strategy, Innovation and Practices (ASIP) and is a single, accountable organization that brings collective expertise together to own the end-to-end lifecycle of Internal Audit products and deliver consistent, high-quality audit outcomes. In partnership with Audit Tech and stakeholders, it governs delivery, manages demand and change, and monitors product health (availability, performance, defects) to ensure reliable tools and a seamless user experience and also champions IA’s data-first strategy by improving data quality, enrichment, and usability to enable analytics, data-driven audit decisions, and greater business impact. As a Senior Customer Success Associate within IA Product Management, you will develop and maintain strong relationships with internal customers (audit teams and stakeholders). You will also elevate the customer journey by translating product insights into trusted partnerships and enabling Internal Audit teams to realize value from ASIP products through proactive engagement, onboarding, and continuous improvement. You’ll support adoption and retention of key audit products by running enablement, gathering feedback, tracking success metrics, and partnering with Product and Technology teams to improve user experience and outcomes. This role is based in Mumbai and requires strong stakeholder management, structured execution, and comfort operating in a matrixed organization. Job responsibilities: - Own end-to-end product support ticket intake, triage, and execution through closure: capture accurate topic/module details; resolve user-education/standard requests where possible; route potential defects to product owners; ensure required tagging (team + category); and close the loop with users on outcomes and timelines. - Monitor and improve service performance by tracking ticket volumes, aging (e.g., average days open), and resolution patterns; identify bottlenecks and drive operational improvements. - Translate feedback into actionable prioritization inputs by consolidating feedback into clear problem statements, tracking requests through status, and supporting feature request governance and follow-through. - Support AI/ML lifecycle governance and model monitoring by coordinating required intake/approvals, maintaining documentation and control evidence, partnering with model owners on periodic performance/health reviews (e.g., drift, data quality, stability), and tracking remediation actions through to closure. - Provide operational communications across incidents, service updates, and operational changes; tailor messaging to user groups and ensure consistent updates through resolution. - Support access management operations across onboarding/offboarding: monitor provisioning/deprovisioning performance, handle exceptions, and ensure controls are executed consistently; perform BAU access activities to free leadership capacity for strategic work. - Monitor business and technical data quality by reviewing exceptions based on thresholds (e.g., completeness, accuracy, timeliness), including Business Data Quality (BDQ) / Technical Data Quality (TDQ) monitoring as scope grows; analyze exceptions, follow up, and translate trends/root causes with Technology and data owners into prioritized remediation. - End-to-end data management: establish governance policies, drive data quality (profiling, controls, issue/RCA, KPIs), manage metadata (glossary, lineage, catalog adoption), and enforce data lifecycle practices (classification, retention, archival, disposal). - Support audit support tool monitoring in APAC to enable a follow-the-sun support model, including monitoring, exception triage/follow-ups, and timely user support outside US hours. - Coordinate across partners (Product, Technology, Controls, Audit Teams) to drive follow-ups, manage escalations, and close the loop with customers. - Support product-led initiatives as needed by driving execution tracking, managing dependencies, and coordinating stakeholders through closure. Required qualifications, capabilities, and skills: - 7+ years of experience (or equivalent expertise) in customer success, business management, chief of staff, client services, product operations, program coordination, or stakeholder-facing roles within product/technology environments. - Demonstrated ability to influence adoption through enablement, relationship-building, and structured follow-through. - Excellent communication and interpersonal skills, with the ability to engage stakeholders across levels and functions. - Proven ability to learn new technologies quickly and enable others through demos, documentation, and training. - SQL proficiency - write queries to inspect, analyze, and validate data across database tables. - Data Profiling - ability to perform data profiling, anomalies in the data and then root cause analysis on the Data Quality Issues. - Define and execute the operating model for business glossary, metadata standards, lineage coverage, data quality controls, and governance. - Strong organizational skills with the ability to manage multiple priorities and deliver consistently in a fast-paced, matrixed environment. Preferred qualifications, capabilities, and skills: - Familiarity with risk, controls, audit, governance, or other regulated/controlled environments. - Experience creating lightweight reporting and insights; summarizing themes into executive-ready updates. - Experience partnering with Product/Technology teams on incident triage, root-cause themes, and continuous improvement follow-ups. - Deeper data modeling/architecture knowledge, hands-on experience with data catalog/lineage/DQ/MDM tools, BI/analytics fluency, Agile/product delivery, and change-management. - Sound knowledge of Alteryx skilled in building automated workflows to clean, blend, and analyze complex data for rapid business insights.