Global Auto Fulfillment Executive Director

JPMorgan Chase & Co.; Wilmington (DE); On-site; USD 260,000 - 380,000; Full time

Job summary

JPMorgan Chase & Co. in Wilmington, Delaware seeks an Executive Director to lead Auto Fulfillment operations across the automotive lending lifecycle, overseeing titles, payments and customer servicing while ensuring regulatory compliance and risk management.

You will drive strategic vision, automation and continuous improvement across global, distributed teams and partner with Technology, Risk, Compliance and Finance to deliver exceptional customer outcomes.

Qualifications

• Bachelor's degree or equivalent experience.
• 15+ years of progressive leadership experience within consumer lending, servicing, operations, fulfillment, or financial services.
• Experience leading large-scale operational organizations.
• Experience managing complex servicing functions, including customer support, fulfillment, payments, or title operations.
• Demonstrated success leading operational transformation and large-scale change initiatives.
• Experience with regulatory, audit, compliance, and operational risk management.
• Strong executive communication and stakeholder management skills.

Responsibilities

• Develop and execute the strategic roadmap for Auto Fulfillment operations globally.
• Lead vehicle title fulfillment activities, including lien perfection, title delivery, state compliance.
• Oversee payment processing and payoff functions with accuracy and control.
• Coordinate servicing support functions with Technology, Product, Risk, Compliance, Finance, and Operations.

Skills

Leadership experience

Executive communication

Stakeholder management

Operational transformation

Regulatory risk management

Change management

Education

Bachelor's degree or equivalent

MBA or related field (preferred)

Job description

As an Executive Director in the Global Auto Fulfillment team, you are responsible for leading Auto fulfillment operations across the automotive lending lifecycle. This executive oversees multiple operational functions supporting customers, dealers, regulators, and business partners, including vehicle titles, payments and payoffs processing, customer servicing support, operational controls, process optimization, and global support functions.

The role is accountable for delivering exceptional customer outcomes, operational excellence, regulatory compliance, risk management, and workforce effectiveness across a large-scale, geographically dispersed organization. The Executive Director will define and execute the strategic vision for Auto Fulfillment while driving innovation, automation, digitization, and continuous improvement initiatives that improve customer experience, reduce operational risk, and increase efficiency.

Job Responsibilities:

Strategic Leadership

• Develop and execute the strategic roadmap for Auto Fulfillment operations globally.
• Drive alignment between servicing operations, business objectives, customer experience goals, and enterprise priorities.
• Lead transformation initiatives focused on automation, artificial intelligence, process simplification, and workforce optimization.
• Establish operating models that improve scalability, resiliency, and service quality.

Titles Operations

• Lead all vehicle title fulfillment activities, including lien perfection, title release, state compliance requirements, title corrections, title research, and title delivery.
• Ensure compliance with state DMV requirements and regulatory obligations.
• Develop strategies to improve title cycle times, reduce defects, and enhance customer and dealer satisfaction.

Payments and Payoffs

• Oversee payment processing and payoff functions supporting the servicing organization.
• Ensure accuracy, timeliness, and control effectiveness across payment application, payoff quote generation, payoff processing, and exception management.
• Drive operational improvements that reduce customer effort and improve first-touch resolution.

Auto Servicing Support Functions

• Lead operational support teams responsible for servicing administration, correspondence, workflow management, controls, reporting, vendor management, and business support activities. Partner with Technology, Product, Risk, Compliance, Legal, Finance, and Operations organizations to deliver enterprise initiatives. Ensure operational readiness for new products, regulatory changes, and strategic business initiatives.

Required qualifications, capabilities, and skills:

• Bachelor's degree or equivalent experience.
• 15+ years of progressive leadership experience within consumer lending, servicing, operations, fulfillment, or financial services.
• Significant experience leading large-scale operational organizations.
• Experience managing complex servicing functions, including customer support, fulfillment, payments, or title operations.
• Demonstrated success leading operational transformation and large-scale change initiatives.
• Experience with regulatory, audit, compliance, and operational risk management.
• Strong executive communication and stakeholder management skills.

Preferred qualifications, capabilities, and skills:

• Advanced degree (MBA or related field).
• Experience in automotive finance or consumer lending servicing.
• Experience leading global or geographically dispersed operations.
• Experience implementing automation, digital transformation, and AI-enabled operational solutions.
• Lean, Six Sigma, or other process improvement certification.