Head of Premium Lounge Operations

Aumni; New York (NY); On-site; USD 180,000 - 260,000; Full time

Job summary

Chase is seeking a Vice President Lounge Operations to lead the day-to-day operating strategy for our lounge network in New York and beyond. You will partner with lounge operators and internal teams to deliver consistent service, strong controls, and disciplined financial performance.

Using data and guest insights, you will spot trends, resolve issues, and drive continuous improvements that elevate the traveler experience.

Qualifications

• 10+ years of experience in hospitality, operations, travel, aviation, premium consumer experiences, or luxury service environments.
• Demonstrated success leading complex, multi-site, customer-facing operations.
• Experience setting service standards and operating controls in high-traffic environments.
• Strong vendor or operator management skills, including performance management and issue escalation.
• Proven ability to scale processes, playbooks, and routines across multiple locations.
• Strong analytical skills, including building performance metrics and turning insights into action.
• Financial discipline and comfort managing budgets, cost drivers, and operational trade-offs.
• Strong cross-functional leadership skills with the ability to align diverse partners to outcomes.
• Clear executive communication skills, including presenting recommendations and updates to senior leaders.
• People leadership experience with a track record of coaching and developing talent.
• Willingness to travel regularyl to support on-site performance and new location readiness.

Responsibilities

• Define and evolve a scalable operating model, routines, and governance to support network growth.
• Set clear service standards and operational controls that protect a consistent guest experience.
• Manage lounge operator performance through structured reviews, scorecards, and action plans.
• Monitor operational performance and resolve issues quickly, coordinating across stakeholders as needed.
• Lead operational readiness for new lounge launches, including staffing, training, processes, and opening playbooks.
• Build and maintain performance reporting, forecasting, and operating reviews for leadership updates.
• Use customer feedback and operational data to identify risks and opportunities, then drive measurable improvements.
• Partner with Finance and Real Estate teams to support cost discipline, productivity, and space utilization decisions.
• Lead capacity planning and resource planning to meet demand while maintaining service quality.
• Establish and drive continuous improvement efforts across processes, service delivery, and operator execution.
• Build, coach, and develop a high-performing team with strong accountability and collaboration.

Skills

Hospitality operations

Multi-site leadership

Service standards

Vendor/Operator management

Data analytics

Financial acumen

Cross-functional leadership

Executive communication

People leadership

Willingness to travel

Job description

Chase is seeking a Vice President Lounge Operations to lead the day-to-day operating strategy for our lounge network in New York and beyond. You will partner with lounge operators and internal teams to deliver consistent service, strong controls, and disciplined financial performance.

Using data and guest insights, you will spot trends, resolve issues, and drive continuous improvements that elevate the traveler experience.