Lounge Operations Senior Analyst

JPMorgan Chase & Co.; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

JPMorgan Chase & Co. in New York City seeks a Lounge Operations Support and Readiness Senior Analyst to drive opening readiness and ongoing program execution across the airport lounge network.

You will coordinate cross-functional projects, develop training materials and SOPs, and ensure consistent operation improvements from lounge openings through post-launch refinements, while collaborating with internal teams, lounge operators, and vendors.

Qualifications

• Three plus years of experience coordinating projects, operational readiness, training, hospitality operations, travel, aviation, or customer-facing service environment.
• Experience coordinating projects with multiple stakeholders, workstreams, deadlines, and dependencies.
• Experience developing and maintaining project plans, trackers, status reports, meeting materials, and action logs.
• Experience supporting operational readiness, training implementation, or launch of new programs or locations.
• Strong written communication for procedures, training resources, and operational docs.
• Ability to identify gaps and propose practical improvements.
• Strong organizational skills to manage multiple priorities in a dynamic environment.
• Ability to collaborate with internal teams, lounge operators, vendors, and SMEs.

Responsibilities

• Coordinate operational readiness activities for new lounge openings, including project plans, milestones, dependencies, risks, and decisions.
• Maintain project trackers and provide updates to partners, operators, and stakeholders.
• Support project management for cross-functional initiatives within the lounge program.
• Review training collateral for accuracy and relevance to program standards.
• Develop training resources, operating guides, and content with subject matter experts.
• Draft and maintain SOPs, opening playbooks, checklists, and resources.
• Establish administrative controls and routines as lounges prepare to open.
• Provide post-launch support by monitoring adherence and refining processes.
• Track facilities maintenance issues and coordinate resolution with partners.
• Coordinate across teams to resolve issues and keep projects moving.
• Organize documentation and meeting materials to support execution and decisions.

Skills

Project coordination

Operational readiness

Training

Hospitality operations

Travel / aviation

Written communication

Productivity tools

Travel willingness

Tools

Project trackers

SOP templates

MS Office

Job description

Help shape and sustain premium airport lounge experiences from opening readiness through ongoing operations.You will bring structure to cross-functional projects, help teams prepare for successful launches, and support consistent program execution and continuous improvement across the lounge network.

Job Summary

As a Lounge Operations Support and Readiness Senior Analyst in Airport Lounge Benefits, you will serve as a shared resource supporting operational projects, new lounge readiness, and post-launch program adherence and refinement. You will coordinate project plans, review and develop training materials and standard operating procedures, and help establish the administrative controls needed for successful lounge openings. Following launch, you will work with internal teams and lounge operators to identify improvement opportunities, reinforce program requirements, and support reliable day-to-day operations.

Job Responsibilities

• Coordinate operational readiness activities for new lounge openings, including project plans, milestones, dependencies, risks, and outstanding decisions.

• Maintain project trackers and provide clear, timely updates to internal partners, lounge operators, and project stakeholders.

• Support project management for ad hoc initiatives, operational enhancements, and cross-functional workstreams across the lounge program.

• Review field training collateral for accuracy, clarity, operational relevance, and alignment with established program standards.

• Develop selected training resources, operating guides, and support materials, while partnering with subject matter experts on specialized content.

• Draft, document, and maintain standard operating procedures, opening playbooks, checklists, and other operational resources.

• Help establish and coordinate administrative controls, documentation, and operating routines as new lounges prepare to open.

• Provide post-launch support by monitoring program adherence, gathering stakeholder feedback, identifying gaps, and coordinating refinements to processes and materials.

• Assist with the management of lounge facilities maintenance needs by tracking reported issues, coordinating with relevant partners, and monitoring items through resolution.

• Coordinate across internal teams, lounge operators, vendors, and other business partners to resolve issues and keep projects moving.

• Organize project documentation, meeting materials, status reporting, action items, and follow-up activities to support effective execution and decision-making.

Required Qualifications, Capabilities, and Skills

• Three plus years of experience in project coordination, operational readiness, training, hospitality operations, travel, aviation, or another customer-facing service environment.

• Experience coordinating projects involving multiple stakeholders, workstreams, deadlines, and dependencies.

• Experience developing and maintaining project plans, trackers, status reports, meeting materials, and action logs.

• Experience supporting operational readiness, training implementation, or the launch of new programs, services, or physical locations.

• Strong written communication skills, including the ability to create clear procedures, training resources, presentations, and operational documentation.

• Ability to review detailed materials, identify gaps or inconsistencies, and recommend practical improvements.

• Strong organizational skills with the ability to manage multiple priorities and deliverables in a changing environment.

• Ability to collaborate effectively with internal teams, lounge operators, vendors, and subject matter experts.

• Sound judgment and attention to detail when handling operational processes, documentation, and administrative controls.

• Proficiency with standard productivity tools used to create presentations, documents, spreadsheets, and project trackers.

• Willingness to travel on a limited, ad hoc basis to support lounge openings or other operational priorities.

Preferred Qualifications, Capabilities, and Skills

• Experience in airport lounges, hospitality, aviation, travel, premium customer experiences, or luxury service environments is strongly preferred.

• Experience supporting the opening or operational readiness of a customer-facing physical location.

• Experience developing readiness training, field training materials, standard operating procedures, or operating playbooks.

• Experience supporting post-launch stabilization, program adherence, process refinement, or continuous improvement.

• Familiarity with facilities maintenance coordination, issue tracking, or operational service management.

• Experience working with third-party operators, vendors, or other external service partners.

• Familiarity with operational controls, governance routines, or documentation requirements in a control-focused environment.

Additional Information

• This position is based in New York City.

• This opportunity is available to internal candidates only.

• Limited, ad hoc travel may be required to support lounge openings and operational priorities.

• The role may occasionally require schedule flexibility during lounge openings or other time-sensitive operational activities.