Shannon Morton
Lewis Center,OH
Summary
Visionary executive with 26 years at JPMorgan Chase, including 24 years in progressively senior roles within Global Technology, acquiring extensive experience in managing product, engineering, program, service delivery, infrastructure, and employee experience teams.
Overview
27
27
years of professional experience
Work History
Managing Director, Human Resources & Employee Experience - Head of Transformation & Integration, HR Co-Market Lead
JPMorgan Chase
Columbus, Ohio
01.2024 - Current
- Led global Manager Experience Uplift program, creating a more cohesive and frictionless experience for 53,000 managers through simplified navigation and enhanced support/training.
- Leads various strategic transformation and execution initiatives supporting experience evolution for employees, managers, and advisors across the firm.
- Oversaw multi-million dollar transformation program and efficiency initiative across Help & Advisory Organization and HR Operations.
- Expanded role scope to regulatory program delivery (JPMSE), remediated 12 ECB findings, and launched new frameworks for performance, compensation, and risk management for 5,500 employees.
- Elevated to HR Market Co-Head for Columbus, supporting 15K+ employees and business leaders; serve on Executive Market Leadership team.
- Received recognition from Operating Committee and CEO for leadership in full-time return of 12,000 Columbus-based employees.
- Represent JPMorgan Chase on the Columbus State Workforce Advisory Council, collaborating on scalable workforce development projects for Central Ohio.
Managing Director, Global Technology – Product Line General Manager, Enterprise Help & Request Services
JPMorgan Chase
Columbus, Ohio
01.2021 - 01.2024
- Promoted to lead a global team of 800+ employees, managing a $90M P&L to deliver enterprise Help & Request products, engineering, and service support solutions for firmwide employees.
- Secured and managed large-scale investments (e.g., $9M+ for Retail Branch tech support centralization), consistently achieving productivity targets within $90M P&L.
- Drove $22M+ in operational efficiencies by modernizing platforms, decommissioning legacy systems, and consolidating services into ServiceNow.
- Led digital transformation of live support services, significantly increasing self-service adoption at scale and delivering double-digit improvements in service KPIs (30%+ reduction in response and resolution times, 58% backlog reduction, CSAT up from 68% to 82%).
- Launched and scaled digital support channels (Tech Bar, Virtual Agent, iFixits), enhancing support for 85K+ employees and maintaining CSAT above 94%.
- Led implementation of AI/ML and automation solutions, preventing over 200K tickets annually and saving thousands of employee hours.
- Championed strategic transformation initiatives with HR organization, leading to the launch of Firmwide Integrated Help and Employee Help Product.
- Built and led high-performing, diverse teams (up to 44% ethnically diverse, 33% female), mentoring leaders and sponsoring talent development programs.
- Served as a senior committee member on the firmwide MD promotion committee, shaping the senior leadership pipeline.
- Recognized for driving significant improvements in employee opinion survey (EOS) results, including +8 to +23 point gains in key areas such as client service, operational excellence, inclusion, and team culture.
Executive Director / Managing Director, Head of Employee Experience – Global Technology Infrastructure & End User Technology
JPMorgan Chase
Columbus, Ohio
01.2018 - 01.2021
- Promoted to Managing Director for Employee Experience, leading global technology vision and business results at scale as GTI Head of Employee Experience.
- In 2018, created Employee Experience (EX) vision and built organization from ground up, first in End User Technology products/services, then promoted to run for all Global Technology Infrastructure products/services (B2B). Responsible for improving the technology and workplace experience for 250,000+ employees globally.
- Led global, cross-functional team in strategy, design, and delivery of enterprise-wide employee journeys, enhancing digital adoption and support transformation.
- Elevated the voice of the employee by delivering actionable insights from over 440,000 survey responses, resulting in 1,000+ findings and opportunities for 80+ products across 12 priority journeys.
- Launched and scaled the Tech Bar, providing personalized support to over 50,000 employees annually, achieving CSAT scores above 90%.
- Led the design and implementation of the Working@JPMC brand, new hire onboarding journeys, and remote working experience, driving year-over-year improvements in NPS and CSAT.
- Supported digital transformation initiatives including Digital Assistant rollout for 230,000 users, one-click Zoom join, and JPMC App Store usability redesign, improving overall user experience.
- Supported the firm’s initial Return to Office (RTTO) strategy, including the launch of the go/RTTOTech website and established market leading virtual onboarding experience during COVID for 4,500+ new hires.
- Consolidated support channels and launched digital guides, resulting in 58% reduction in global backlog and 14-point increase in CSAT from 2020 to 2021, enhancing employee support experience.
- Contributed as a key member of the GTI Leadership Team, GTI Columbus Site Lead, and Columbus Tech Hub Leadership Team, while leading site-wide engagement and community initiatives.
- Executive sponsor and mentor for diverse talent through the VP Sponsorship Program, Women on the Move, and Transformation Leadership Program, and TIF.
Service Governance Executive Director, End User Technology
JPMorgan Chase
01.2013 - 01.2017
- Led executive portfolio management, investment planning, risk and controls, and people agenda for real time communication and collaboration, driving alignment with organizational goals.
- Delivered measurable improvements in service quality and operational efficiency through transformation of end user services, including the successful migration and modernization of major applications.
- Led cross-team collaboration with solution owners and business partners to enhance service features and functionality, resulting in improved customer experience and operational metrics.
- Managed global audio conferencing, telepresence, and multimedia service estate, enhancing support for thousands of employees and business leaders.
- Expanded role within first year to include process standardization, metrics/reporting, vendor management, and global location strategy, optimizing service delivery.
- Consistently recognized for building and leading high-performing, diverse teams, mentoring talent, and driving a culture of continuous improvement.
Executive Director, Global Audio Conferencing & Telepresence Service Owner – Global Networks
JPMorgan Chase
01.2010 - 01.2013
- Promoted to Executive Director and named Global Service Owner for Audio Conferencing and Telepresence products, which included strategy, service delivery, and operational oversite.
- Completed global RFP and contract negotiation for Reservationless Audio Conferencing, resulting in a $26M, 3-year contract and $3.6M in annual savings.
- Managed global Telepresence program, launching top-performing website and streamlining project delivery for 30+ global projects.
- Redesigned processes and reduced backlog, enhancing customer satisfaction and operational stability through improved metrics reporting.
- Consolidated EMEA/APAC provisioning processes, clearing backlogs and improving delivery timelines for mobility products.
Early Career Highlights - Global Technology
JPMorgan Chase
Columbus, OH
01.1999 - 01.2010
- Identified and delivered $7M+ in annual productivity savings through audio conferencing policy changes and vendor consolidation, supporting a 68M minute increase in usage while reducing spend by over $6M.
- Led large-scale technology service delivery and transformation initiatives across Voice, Data, and Multimedia services.
- Directed infrastructure refresh, vendor management, and process standardization, driving operational excellence and service quality improvements.
- Exceeded SLA compliance goals, reaching 97.6% annual compliance against a 92% target.
- Oversaw 250+ employee cross-functional teams for Voice/Data MACD (Moves, Adds, Changes, Disconnects), Audio/Video Conferencing, and global ticketing systems adoption during first 5 years at Bank One.
- Integrated Data MACD into Voice organization, streamlining processes and enhancing cost efficiency through vendor partnerships.
- Launched offshoring initiatives, focusing on training, documentation, and process definition.
- Hired in 2001 directly to Bank One to insource all global MACD work and build a request system.
- Led software development team efforts to design, build and activate EURC (End User Request Center) which later expanded to become Enterprise Request Center, enabling Bank One to successfully insource all MACD requests globally.
- Continued in role as a program implementation manager and receiving recognition for exceptional delivery for Bank One.
- Hired directly out of college following internship/part time role, into AT&T Solutions supporting Bank One.
- Selected for 6-month internship in Bank One Network Implementation Service Department 1998-1999, driving process optimization and identifying efficiency opportunities in voice and data moves, adds, change and disconnect processes.
- Strong performance led to extended part time role during senior year of college.
Education
Bachelor of Science - Communications Systems Management, International Business
Ohio University
Athens, Ohio05-1999
Skills
- Enterprise transformation and integration
- Product and program leadership
- Executive communication and engagement
- Change management and adoption
- Talent development and diversity
- Digital transformation strategies
- Performance optimization techniques
- Employee experience design
- Cross-functional leadership
- Workforce design and organization
- Data analytics and AI enablement
Signature Impact
- Complex Domain Leadership: Recognized for thriving in complex, multi-functional environments, and for building deep partnerships and knowledge across a wide range of technology platforms, operating models, and business domains. Expert in setting strategic direction, establishing robust governance, and operating discipline, and fostering collaboration.
- Global Scale: Proven leader of high-performing global teams (800+ employees), managing a $90M P&L, and delivering mission-critical results for over 300,000 employees. Trusted advisor to senior executives during periods of transformation, growth, restructuring, and modernization, with a reputation for agile leadership, stakeholder engagement, and exceptional executive communication.
- Enterprise Transformation: Delivered $22M+ in operational efficiencies by leading large-scale modernization, legacy decommissioning, and ServiceNow consolidation initiatives.
- Business Results: Drove double-digit growth and significant service improvements, including 30%+ faster response times, 58% backlog reduction, and CSAT increases from 68% to 82%.
- Digital Adoption & Automation: Advanced firmwide digital transformation and AI/ML automation, eliminating 200K+ annual tickets and saving thousands of employee hours.
- Stakeholder Engagement: Influenced senior leadership and secured alignment on strategic employee experience initiatives through clear, visionary communication.
- Innovative Leadership: Leveraged design thinking and storytelling to inspire teams, accelerate change, and deliver sustainable business outcomes.
- Positive Partnerships: Fostered a culture of collaboration, high performance, and shared success through energetic and relationship-driven leadership.
Market and Community Leadership
- Executive Columbus Market Leadership Team, 01/01/24–Present, Key member shaping market strategy and employee engagement for 15,000+ employees in Columbus.
- Columbus State Workforce Advisory Council, 01/01/25–Present, JPMorgan Chase representative, collaborating with cross-sector leaders to address workforce development and talent pipeline needs for Central Ohio.
- Market Executive Sponsorship Women's leadership development programs (e.g. Women on the Move, Transformation Leadership Program, TIF Program)- mentoring for diverse talent, supporting career advancement and leadership development.
- Columbus Tech Hub Leadership Team: Led site-wide engagement, communications, and community initiatives for 1,000+ employees.
- Community Volunteerism and Engagement: Active participant in local workforce development, STEM outreach, local food banks and diversity & inclusion initiatives.
Training And Development
- Product Management – Global Technology, Silicon Valley Institute
- Program Management (PMP) Certification
- Tech Emerging Leader Program- Executive Leadership Program
- Transformational Leadership Program
- Smith College – Transformational Leadership Training
Timeline
Managing Director, Human Resources & Employee Experience - Head of Transformation & Integration, HR Co-Market Lead
JPMorgan Chase
01.2024 - Current
Managing Director, Global Technology – Product Line General Manager, Enterprise Help & Request Services
JPMorgan Chase
01.2021 - 01.2024
Executive Director / Managing Director, Head of Employee Experience – Global Technology Infrastructure & End User Technology
JPMorgan Chase
01.2018 - 01.2021
Service Governance Executive Director, End User Technology
JPMorgan Chase
01.2013 - 01.2017
Executive Director, Global Audio Conferencing & Telepresence Service Owner – Global Networks
JPMorgan Chase
01.2010 - 01.2013
Early Career Highlights - Global Technology
JPMorgan Chase
01.1999 - 01.2010
Bachelor of Science - Communications Systems Management, International Business
Ohio University