Wires General Manager, Executive Director

As an Executive Director, General Manager in Chase's Wires, International, and Blockchain Payments product, you will own the strategy and operational performance for one of Chase's most critical and complex payment rails. You will lead across strategy and planning, operations strategy, issue management, and controls-partnering with executives and cross-functional leaders to drive outcomes that matter for customers, the business, and the broader financial system. In this role, you will operate with urgency, command executive-level communications, and translate competitive, regulatory, and customer insights into a clear roadmap and measurable results.

Job Responsibilities

• Own the wire strategy, multi-year roadmap, and OKRs/KPIs across customer experience, resiliency, operational performance, risk, delivery, and financial outcomes aligned to business objectives and customer needs
• Lead strategy and planning, supporting trade-off decisions with financial rigor, and partner with product development team to own the end-to-end wire product book of work across intake, prioritization, sequencing, and outcomes tracking
• Define and drive the operations strategy for wires, aligning product direction with operational capabilities and servicing models, and establishing governance rhythms with key partners across product, operations, risk, legal, compliance, and others to drive decisions, delivery, and servicing performance
• Lead Controls governance for the wire product, embedding risk and compliance rigor into product and operational changes-including change governance, monitoring, and escalation paths-while driving control uplift to reduce repeat incidents, complaints, and operational exceptions
• Handle executive wire escalations and provide leadership for P1/P2 incident support, including rapid cross-stakeholder coordination, high-quality customer and executive communications, and structured post-incident action tracking to prevent recurrence
• Maintain strong visibility and formal tracking of competitor performance and developments across FinTech and international payments competitors and translate insights into strategy, positioning, and roadmap
• Own Voice of Customer reporting and action plans, using complaint trends, servicing signals, and root cause analysis to prioritize operational and process improvements, and ensure measurable remediation outcomes are tracked and delivered

• 10+ years of product management or general management experience for a complex product or platform, with significant experience in payments, retail banking, or financial services
• Domain expertise in wire transfers or retail payments across, processing, servicing, investigations, corrections, and operational workflows
• Strong analytical capabilities with demonstrated ability to tie decisions to financial outcomes, P&L performance, and customer metrics
• Proven ability to lead across strategy, execution, operations, issue management, and controls in a highly regulated environment, with demonstrated experience managing risk and compliance requirements across all workstreams
• Demonstrated empathetic and result-driven leadership and of high-performing team across a broader books of work across topics, including developing and mentoring junior team members
• Strong executive presence and communication skills, with proven experience producing and delivering senior-leadership materials including strategy narratives, product cabinet reviews, roadmap updates, performance dashboards, and investment proposals
• Experience supporting executive escalations, with demonstrated ability to operate with urgency, lead structured remediation programs, and drive preventative action tracking
• Exceptional verbal and written communication skills, with proven ability to build trusted cross-functional partnerships across business, technology, risk, compliance, legal, and operations at the most senior levels