Executive Director, HNW Auto Concierge

JPMorgan Chase & Co.; Columbus (OH); On-site; USD 143,000 - 240,000; Full time

Job summary

Chase Auto, part of JPMorgan Chase & Co., is seeking an Executive Director to lead the new High Net Worth Concierge within Chase Auto Direct in Columbus and other locations. You will design, launch, and scale a premium, controls-focused concierge capability for high-value clients seeking auto financing.

You will partner across underwriting, risk, operations, product, finance and wealth management to deliver a scalable service model, measure impact, and maintain strong risk discipline while

Qualifications

• Significant experience in consumer lending, auto finance, underwriting, or credit operations.
• Strong understanding of underwriting processes and credit decisioning.
• Proven ability to lead complex cross-functional initiatives from strategy to execution.
• Experience building or managing high-touch service models and premium client support.
• Business acumen linking client experience to conversion, volume, revenue and risk-adjusted returns.
• Executive presence with ability to influence senior stakeholders across multiple functions.
• Strong judgment balancing client experience, commercial outcomes, and risk controls.
• Experience building teams, coaching talent, and creating repeatable operating routines.
• Proficiency using dashboards, scorecards, funnel metrics, SLA reporting and performance insights.

Responsibilities

• Lead the design, launch, and scaling of the HNW Auto Concierge team within Chase Auto Direct, with goals of funded-loan growth and higher customer satisfaction.
• Create a premium service model for high-value auto clients, covering intake, eligibility, case assignment, documentation, underwriting handoffs, funding, and post-close follow-up.
• Define operating model separating concierge execution from underwriting decisioning.
• Partner with Underwriting, Credit Risk, Operations, Legal, Compliance, Product, Digital, Finance, and Wealth management teams as appropriate.
• Set client eligibility tiers, referral channels, service standards, escalation protocols, and performance metrics.
• Develop playbooks, SLAs, dashboards, and governance to ensure consistent execution.
• Manage a high-performing team of concierge relationship managers, deal coordinators, and controls/quality partners.
• Drive measurable impact: higher conversion, faster cycle times, reduced rework, increased funded volume, better banker/advisor satisfaction, enhanced client experience.
• Develop executive reporting for senior leadership on trends, impact, bottlenecks, risk indicators, and investment needs.
• Ensure strong controls, fair client treatment, documentation quality, and policy adherence.
• Identify opportunities to automate intake, routing, status updates, and reporting as the model scales; serve as escalation point for complex requests.

Job description

Chase Auto, part of JPMorgan Chase & Co., is seeking an Executive Director to lead the new High Net Worth Concierge within Chase Auto Direct in Columbus and other locations. You will design, launch, and scale a premium, controls-focused concierge capability for high-value clients seeking auto financing.

You will partner across underwriting, risk, operations, product, finance and wealth management to deliver a scalable service model, measure impact, and maintain strong risk discipline while