JOB DESCRIPTION
As an Employee Success Associate , you will support Portfolio Management and Governance, playing a pivotal role strengthening enterprise execution by running governance mechanisms that convert complex, cross-domain work into timely, decision-grade outcomes. The role operates across EX HR, GT, Workplace Services, and Corporate Functions, supporting the firmwide employee experience portfolio
This role supports the change governance system that keeps employee-facing priorities executing predictably and on time through disciplined operating rhythm, decision support, dependency management, and readiness standards. The Associate ensures leaders have clear signal on what changed, what is at risk, what decisions are required, and where cross-domain seams require escalation. Coverage spans Tiers 1–3, with time and rigor weighted toward Tier 1 forums, decisioning, and integration (per hiring manager input).
The goal of the Employee Experience (EX) HR function is to create cohesive, frictionless, and personalized employee experiences—so employees can get help and complete what they need quickly and easily.. Be a part of this experience!
Job responsibilities
- Helps execute product adoption, expansion, and retention activities to support a healthy customer base
- Tracks and analyzes key metrics to measure customer success
- Establish and manage Tier 1 governance forum processes, encompassing agenda creation, pre-read intake and quality assurance, participant coordination, and post-forum action tracking. Ensure forums deliver decision-ready results by documenting outcomes, assigning actions, confirming accountable owners, and capturing closure dates.
- Provide support for decision-making, maintain the decision log, and coordinate escalation routing. Oversee the Tier 1 decision log to include required decisions, contextual options, recommended pathways (where applicable), accountable owners, deadlines, outcomes, and follow-up actions.
- Maintain a single source of truth (SSOT) for decisions across Tiers 1–3, with enhanced accuracy for Tier 1 regarding milestones, ownership, dependencies, risks/issues, decision needs, and readiness evidence.
- Facilitate evidence-based readiness reviews and tollgates by collecting, validating, and synthesizing relevant artifacts in accordance with defined standards and checklists (guided by hiring manager input).
- Drive seam management and ongoing process improvement by proactively identifying cross-domain seam risks—spanning process, policy, product, control, and channel handoffs—then recommending escalation routes where ownership or sequencing is ambiguous. Lead retrospectives for Tier 1 and, as needed, for Tiers 2–3; convert observations into governance enhancements, including updated templates, checklists, operating procedures, and evidence standards.
- Utilize Monday.com for action tracking and rhythm management, Tableau for portfolio and health visualization as appropriate, and ServiceNow for service management insight and intake alignment (per hiring manager input).
- Prepare standard executive communications in Excel and PowerPoint as required for pre-reads and leadership briefings (as directed by hiring manager). Support the design and execution of tailored change strategies, collaborating across teams to assess changes and evaluate potential impacts.
Required qualifications, capabilities, and skills
- 2+ years of experience or equivalent expertise in customer success or a relevant domain area
- Comfortable using technology with a willingness to learn new technological skills, programs, and tools
- Demonstrated analytical skills and critical thinking ability
- Candidates must have experience supporting governance, operating rhythms, portfolio reporting, or cross-functional coordination within a complex, matrixed environment, as specified by hiring manager input
- Strong written synthesis and executive communication skills, with the ability to translate ambiguous information into clear decision statements, risks, and recommended escalation paths
- Demonstrated operational rigor, disciplined follow-through, and comfort driving closure across multiple senior stakeholders without formal authority
- Experience with governance artifacts such as decision logs, readiness/tollgate frameworks, scorecards, and RACI-driven decision rights
- Familiarity with employee-facing service seams across HR, technology enablement, workplace services, and corporate function workflows
- Experience using Monday.com, JIRA, SharePoint (SP), Tableau, and ServiceNow for operating rhythm, portfolio transparency, and service visibility
- Strong governance discipline, including agenda control, decision capture, action closure, and standards enforcement
ABOUT US
JPMorganChase, 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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
ABOUT THE TEAM
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.
Human Resources plays a critical role in driving the employee experience, shaping the firm’s culture and building a diverse and inclusive workforce. We are a strategic partner to the business — working with leaders across the firm to hire, develop and retain the best people and help meet business goals. Together, we foster a work environment in which our people are supported, feel like they belong and are able to make an impact through their work. We develop and deliver a suite of products and services that help make JPMorgan Chase an employer of choice and drive our business forward.
