Chase Travel - Vice President, Operations Leader - Specialized Servicing Operations

About the role

This is a strategic leadership role for an experienced operations professional who combines disciplined execution with forward-thinking vision. The ideal candidate thrives in dynamic, fast-paced environments and brings a proven ability to translate organizational priorities into frontline results within Chase Travel.

Responsibilities

• Shape and sustain a best-in-class service operation by leading the performance, development, and strategic readiness of Travel Advisor teams.
• Design and execute the operating cadence for Travel Advisor teams, strategically managing workforce capacity, coverage models, queue performance, escalation protocols, and quality governance to drive operational efficiency and ensure uninterrupted, high-caliber service delivery.
• Define and uphold service standards that ensure every interaction is seamless, responsive, and brand-aligned, embedding disciplined execution and accountability across all touchpoints to deliver measurable consistency at scale.
• Invest in talent growth strategically through deliberate coaching frameworks, targeted capability development, and succession readiness, fostering an environment where excellence is the standard and continuous professional evolution drives sustained competitive advantage.
• Cultivate strong partnerships with internal support groups and key stakeholders to safeguard operational continuity, synchronize priorities across the organization, and orchestrate coordinated improvements that amplify service delivery and advance shared business objectives.
• Lead the strategic implementation of process enhancements and workflow optimization, ensuring seamless adoption with minimal disruption while proactively identifying systemic gaps and deploying solutions that protect and elevate the client experience at scale.
• Leverage deep people leadership expertise to develop operationally agile teams that perform with precision under pressure, embedding a culture of accountability, continuous improvement, and unwavering service consistency that sustains high-caliber delivery across all conditions.

Requirements

• A minimum of five (5) years in customer-facing operations (contact center, concierge, travel servicing, hospitality, or similar high-touch environments), with at least three (3) years supporting affluent or high-expectation clientele with discretion and meticulous attention to detail.
• A minimum of five (5) years of people management experience, with demonstrated success in leading and developing frontline service teams—encompassing structured coaching, performance management, and strategic talent development to drive sustained team excellence.
• Demonstrated expertise in governing end-to-end operational execution, including strategic workforce optimization, workflow governance, escalation management, and service quality assurance to drive consistent, high-caliber delivery.
• Proven ability to architect and sustain continuous improvement frameworks — including designing quality governance routines, leveraging performance data to monitor outcomes, and conducting root cause analysis to eliminate systemic inefficiencies and elevate service standards.
• Recognized strategic cross-functional partnership capability — with a proven ability to align internal partners around process and policy evolution, ensuring seamless implementation that safeguards operational stability and advances organizational objectives.
• Exceptional communication and organizational acumen — with the ability to deliver clear, impactful updates and coaching feedback while maintaining rigorous documentation standards and consistent proficiency across servicing tools and platforms.

Applicants must be authorized to work for any employer in the US. Immigration sponsorship is not available for this role.

About Us

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits, and cities grow, delivering solutions to solve all their financial needs.

Benefits

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

About The Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans, and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions — all while ranking first in customer satisfaction.