Reserve Travel Design - Vice President

About the role

Step into a strategic leadership role where your operational expertise and people-first approach directly shape the travel experiences of Chase's most valued customers. You'll lead a team committed to excellence, drive meaningful process improvements, and help define what premium travel service looks like at scale. This is your opportunity to make a lasting impact within a dynamic, fast-growing travel business.

Responsibilities

• Own day-to-day operations for the Reserve Travel Advisor team, delivering high-touch, end-to-end trip planning and servicing for premium card customers.
• Evolve the Reserve Travel servicing model to consistently deliver white-glove standards, deep personalization, and anticipatory support.
• Establish and manage performance expectations through clear KPIs — including conversion, customer satisfaction, retention, productivity, quality, and service levels — and hold leaders accountable for outcomes.
• Translate customer feedback and servicing insights into prioritized, cross-functional action plans; identify root causes and drive sustained improvements.
• Invest in talent growth through structured coaching, targeted capability-building, and succession planning to ensure long-term team strength and sustainability.
• Build operationally progressive teams that raise the bar, embedding a culture of accountability, continuous improvement, and strong cultural norms.
• Build and maintain strong partnerships with internal support teams and key stakeholders to enhance service delivery and advance shared business objectives.
• Lead process and workflow optimization from strategy through implementation, ensuring smooth adoption with minimal disruption.
• Proactively identify systemic gaps and deploy scalable solutions that protect and elevate the customer experience.
• Ensure operational adherence to applicable policies and regulations, maintaining audit-ready controls and documentation.
• Lead complex case management and service recovery; define escalation paths and ensure timely resolution with clear, proactive customer communication.

Requirements

• 5+ years of experience in customer-facing operations (e.g., contact center, travel servicing, hospitality, or comparable high-touch environments), including at least 2 years supporting affluent or high-expectation clientele with discretion and exceptional attention to detail.
• 5+ years of people management experience with a track record of leading and developing frontline service teams through strategic coaching, performance management, and leadership accountability.
• Demonstrated ability to build and maintain continuous improvement frameworks — identifying customer experience levers, analyzing performance data to lift team outcomes, and performing root cause analysis to remove systemic drivers of customer friction.
• Proven ability to collaborate effectively across functions, aligning internal partners to deliver business outcomes that balance operational stability with operational excellence.
• Ability to provide clear, high-impact operational updates — creating concise, decision-ready reporting on performance, trends, risks, and improvement plans — and presenting to senior stakeholders to influence roadmap and prioritization decisions.
• Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time.

Benefits

• Comprehensive health care coverage, on-site health and wellness centers.
• Retirement savings plan, backup childcare, tuition reimbursement.
• Mental health support, financial coaching, and more.
• Discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.

Pay

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.

Final job grade level and corporate title will be determined at time of offer and may differ from this posting.