P&A Innovation and Transformation, FRAME Product - Vice President

Job Summary:

Join our dynamic FRAME Product team.

FRAME is a cloud-native product that provides self-service analytics and modelling to Data Scientists, Modelers, and AI/ML Engineers.

As a VP in FRAME Product, you will provide user and production support, l ead incident and problem management, stand up scalable self-service solutions, and partner with broader FRAME Product stakeholders to modernize the overall User and Product Support model.

You will enhance user onboarding and ticket resolution, turn support signals into strategic themes, and deliver measurable improvements in customer experience.

Job Responsibilities:



* Define, instrument, and track KPIs across self-service, incidents, onboarding, and reliability; translate insights into prioritized enhancements, content updates, and automation


* Enable FRAME self-service and in-product support to drive ticket deflection and faster responses.


* Establish effective ticket resolution through robust problem management, accurate theme/root-cause assignment, and automated playbooks.


* Enhance the user and data lake onboarding experience by delivering clear documentation and guided workflows, and reducing time to productive use.


* Communicate production health, incidents, and risks to stakeholders and leadership; escalate issues as needed with clarity and context.


* Partner closely within FRAME Product, engineering, and LOB teams; foster a culture of ownership, empathy, and high reliability.


* Communicate clearly and persuasively to various audiences, providing regular updates and gathering feedback to ensure alignment and support.

Required Qualifications, Capabilities, and Skills:


* Bachelor's degree in Finance, Technology, Mathematics, Engineering, Computer Science, or related major


* 8+ years of experience in production support management, platform operations within complex financial organizations.


* Experience with FP&A and model-based forecasting, and understanding of model development/execution lifecycles and regulatory contexts (e.g., CCAR), including production controls and auditability.


* Excellent analytical and problem-solving skills with a data-driven mindset; adept at transforming operational metrics into actionable improvements.


* Demonstrated project management skills (Jira, Confluence), agile collaboration, and cross-functional stakeholder engagement.


* Customer-centric mindset with a proven track record of improving user journeys and support experiences.


* Strong communication and interpersonal skills, with the ability to lead, influence, and negotiate across diverse stakeholders.


* Ability to set and manage accountabilities and expectations at all levels - team members, peers, business partners, and senior management.

Preferred Qualifications, Capabilities, and Skills


* MS/MBA degree or equivalent a plus

To be eligible for this role, you must be authorized to work in the United States.

We do no...