Melanie Morales
Lutz,FL
Summary
Deliberate Product Director with creativity in big-picture product implementation for $4 million customer base across US. Research and strategic product planning expert through collaborative leadership and customer polling. Dynamic and adaptable roadmap leader for delivery of highly successful products with customer experience, projected market demand and company growth as guiding principles.
Overview
17
17
years of professional experience
Work History
VP, Product Management
JPMorgan Chase
02.2018 - 07.2023
- Led cross-functional teams of project managers, designers, and developers to successfully launch multiple enterprise-focused solutions, resulting in a $36 million dollar expense reduction
- People leader responsible for budget and planning, performance evaluations, workforce planning, and hiring
- Executed Agile and Scrum methodologies to streamline product development processes, producing a reduction in time-to-market and an increase in team productivity
- Identified and partnered with Risk Management to close a small balance gap identified as a potential UDAAP issue
- Built a direct and meaningful Voice of Customer (VOC) program that listens across multiple channels including identifying customer complaints and root causes to effectively mitigate risk and improve processes
- Contributed to the overall product roadmap/vision by providing a deep understanding of client needs throughout their lifecycle
- Examined data to examine impacts to Customer Experience and Regulatory breaks and provide leadership recommendations
- Developed process standards, design, and specifications for transformational business processes
- Identified, analyzed, measured, and achieved KPI and OKR targets for customer engagement and impact, ensuring they bring value to meet company objectives, including industry trends and risks.
- Conceptualized long-range product roadmaps and strategically designed according to market data and research.
- Conducted market research to assess customer needs and preferences.
- Supported staff development, promoting personal achievement and retention as best strategy for long-term organizational health.
- Identified productivity bottlenecks and devised innovative solutions while remaining conservative with resources.
VP, Product Manager
JPMorgan Chase
06.2014 - 02.2018
- Managed the entire product life cycle, from planning to tactical execution, by creating detailed product requirement documents, developing product prototypes, and launching products on time and within budget
- Measured the success of products using data analytics and customer feedback acquired through customer engagement program implementation, identifying areas for improvement, and initiating changes to improve customer experience
- Approved backlog initiatives within the BOW while tracking for product enhancements and modifications
- Directed activities about enhancement and continual improvement of systemic and operational processes to reduce operational variances and increase efficiency
- Identified and implemented returned mail expense reduction of 18m annually while also closing a regulatory gap
- Tracked strategy success rate and performed and financial benefit achieved from strategies
- Collaborated with business owners to create and approve roadmaps
- Represented line of business in Executive Steering Committees
- Ensured operations test, design, and execution to align with strategy, mission, culture, and ethics of line of business.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Prioritized roadmap in order to achieve product goals and metrics.
- Developed product documentation to communicate upcoming features and products to internal teams.
- Directed planning and budgeting efforts.
- Communicated effectively with team members to deliver updates on project milestones and deadlines.
AVP, Strategic Planning Analyst
JPMorgan Chase
02.2012 - 07.2014
- Designed and executed strategy implementations across various technology platforms, including TRIAD, internal collection system, outbound IVR, and texting vendors
- Worked with statistical modelers to implement related scores
- Partnered with IT to design business requirements for enterprise initiatives
- Produced and interpreted ad-hoc reporting using SAS and SQL
- System Administrator for internal systemic modifications
- Creating and utilizing existing reporting to identify trends, themes, and areas that require control enhancements.
- Developed and implemented new strategies and policies to establish long-term business objectives and provide strong and sustainable organizational leadership.
Operations Manager
JPMorgan Chase
05.2006 - 02.2012
- Collaboration with partners to drive performance and achieve customer, employee, quality, and financial objectives
- Managed 60+ call center employees globally
- Responsible for the development, execution, review, and refinement of the process strategies including the use of technology, MIS development and analysis, resource, and inventory management, contact management, expense management, and administrative coaching and development
- Managed operating budget for the collections business.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed and implemented strategies to maximize customer satisfaction.
Education
BS in Undergraduate Studies- Business -
The University of South Florida
Tampa, FLSkills
- Operations Management
- Project Management
- Cross-functional Team Leadership
- Product Marketing
- SAS, SQL, Tableau
- JIRA and Confluence
- AI/ML
- Product Management
- Market Research
- User Experience (UX)
- Customer Experience (CX)
- Effective Communication
- Leadership
- Program Management
- Customer Segmentation
- Product Portfolio Management
- Technical Acumen
- Product Lifecycle Management
- Product Training
- Stakeholder Management
- Product Launches
- Cross Functional Leadership
- Data-Driven Decision-Making
- Business Case Development
- Product Team Leadership
- Product Documentation
Board Service
Tampa Crossroads, Tampa, FL, 2019, 2022
- Attended community events, meetings, or conferences to promote organizational goals or solicit donations or sponsorships.
- Approved annual budgets and CEO performance rating for the business.
- Assisted with coordinating fund raising projects that increased revenue for the agency.
- Produced high-quality and effective written communication at all stages of the development process.
- Participated in strategic planning to help set the direction for the organization.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Your task is not to foresee the future, but to enable it.
Antoine de Saint-Exupéry
Timeline
VP, Product Management
JPMorgan Chase
02.2018 - 07.2023
VP, Product Manager
JPMorgan Chase
06.2014 - 02.2018
AVP, Strategic Planning Analyst
JPMorgan Chase
02.2012 - 07.2014
Operations Manager
JPMorgan Chase
05.2006 - 02.2012
BS in Undergraduate Studies- Business -
The University of South Florida