Executive Director, AI-Driven Servicing Transformation

Testing Site - JPMC; Columbus (OH); On-site; USD 180,000 - 260,000; Full time

Job summary

Testing Site - JPMC seeks an Executive Director of Transformation & Servicing Innovation to lead a major transformation portfolio across 12,000+ FTE in Servicing Operations. You will partner with the Head of Servicing Operations and AI Strategy to drive AI-enabled modernization, improve customer service, and ensure execution excellence.

You will shape strategies, coordinate with senior leaders, and champion innovative work practices to elevate efficiency and customer satisfaction across a

Qualifications

• 15 years of progressive leadership experience in large-scale transformation and operational excellence.
• Experience in large client service environments (10,000+ employees), especially within call centers.
• Proven management consulting background with strategy, organizational design, process re-engineering, and change management.
• Deep expertise in leading organizational change including culture, technology adoption, and workforce evolution.
• Strong track record of leveraging technology (AI/ML) to improve efficiency and customer satisfaction.
• Exceptional analytical skills and ability to translate data into strategic recommendations.
• Robust knowledge of policy, risk, and controls.
• Bachelor's degree required.
• Flexibility to travel as needed.

Responsibilities

• Define and drive strategic transformation across Servicing Operations with a focus on AI-enabled work practices.
• Champion AI and emerging technologies to unlock operational efficiencies.
• Orchestrate a portfolio of transformation initiatives with rigorous tracking and on-time delivery.
• Lead cross-functional change and communicate the rationale behind changes to stakeholders.
• Identify and implement operational enhancements using data analytics and new technologies.
• Mitigate risk and ensure regulatory and organizational policy compliance.
• Foster cross-team collaboration with Servicing Operations, product teams, and leadership.
• Develop data-driven business cases quantifying impacts on cost, risk, and customer/employee experience.
• Enhance transparency and secure leadership buy-in for smoother adoption of new processes.
• Report to senior leaders and represent Servicing Operations in high-level meetings.

Skills

Strategic leadership

Change management

AI/ML strategy

Data-driven decisions

Stakeholder influence

Education

Bachelor's degree

Master's degree (preferred)

Job description

Testing Site - JPMC seeks an Executive Director of Transformation & Servicing Innovation to lead a major transformation portfolio across 12,000+ FTE in Servicing Operations. You will partner with the Head of Servicing Operations and AI Strategy to drive AI-enabled modernization, improve customer service, and ensure execution excellence.

You will shape strategies, coordinate with senior leaders, and champion innovative work practices to elevate efficiency and customer satisfaction across a