Head of Premium Lounge Operations & Growth

JPMorgan Chase & Co.; New York (NY); On-site; USD 180,000 - 260,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Vice President Lounge Operations to lead day-to-day operating strategy for our lounge network and help scale a high-quality traveler experience.

You will partner with lounge operators and internal teams to deliver service excellence, robust controls, and disciplined financial performance. You will use data and customer insights to spot trends, solve issues quickly, and drive continuous improvement, directly shaping how customers experience our brand while

Qualifications

• 10+ years in hospitality, operations, travel, aviation, or luxury services.
• Proven success leading multi-site, customer-facing operations.
• Experience setting service standards and controls in high-traffic settings.
• Strong vendor or operator management and escalation skills.
• Ability to scale processes and playbooks across locations.
• Analytical skills with performance metrics and action orientation.
• Financial discipline with budgets and cost trade-offs.
• Cross-functional leadership to align partners.
• Clear executive communication with senior leaders.
• Willingness to travel regularly for on-site performance.

Responsibilities

• Define and evolve a scalable operating model for network growth.
• Set service standards and operational controls for a consistent guest experience.
• Manage lounge operator performance with reviews, scorecards, and action plans.
• Monitor operational performance and resolve issues across stakeholders.
• Lead readiness for new lounge launches: staffing, training, processes, and opening playbooks.
• Build and maintain performance reporting, forecasting, and operating reviews for leadership updates.
• Use customer feedback and data to identify risks and opportunities, then drive improvements.
• Collaborate with Finance and Real Estate to support cost discipline and space utilization decisions.
• Lead capacity planning to meet demand while maintaining service quality.
• Establish and drive continuous improvement across processes and delivery.
• Build, coach, and develop a high-performing team.

Skills

Hospitality operations leadership

Multi-site operations

Service standards development

Vendor/operator management

Performance analytics

Budget management

Cross-functional leadership

Executive communication

People leadership

Travel readiness

Job description

JPMorgan Chase & Co. is seeking a Vice President Lounge Operations to lead day-to-day operating strategy for our lounge network and help scale a high-quality traveler experience.

You will partner with lounge operators and internal teams to deliver service excellence, robust controls, and disciplined financial performance. You will use data and customer insights to spot trends, solve issues quickly, and drive continuous improvement, directly shaping how customers experience our brand while