Process Improvement Associate I

Fairygodboss; Heathrow (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Chase is seeking a Process Improvement Associate to design and refine desktop workflow solutions for travel booking and servicing. You will collaborate across operations, technology, and business partners to standardize processes and reduce risk, delivering measurable improvements and smoother experiences.

You will work on back-office tasks and testing, ensuring reliable releases and effective documentation, with opportunities to contribute across multiple travel products and processes.

Qualifications

• 3 years of experience in travel operations (reservations, ticketing, quality control or help desk)
• Experience designing, supporting or troubleshooting Travelport+ SmartButtons and/or Sabre Red Apps
• Working knowledge of GDS environments and tools (Worldspan, Sabre, Apollo, Travelport+)
• Ability to use GDS cryptic formats to research issues and validate workflow outcomes
• Experience performing structured testing and validation, including documenting results and defects
• Working knowledge of GDS scripting tools (Worldspan ScriptPro and Sabre Scribe)
• Knowledge of airfare rules and product types (negotiated, preferred, net fares)
• Ability to assess operational risk in proposed changes and recommend practical solutions
• Strong research, problem-solving, and root-cause analysis skills
• Strong oral and written communication skills for non-technical partners
• Proficiency in MS Excel, PowerPoint, and Word

Responsibilities

• Design, develop, and maintain desktop workflow solutions to support booking and post-booking servicing processes
• Build and enhance user interface workflows across GDS environments to improve efficiency and user experience
• Test, validate, and document workflow changes for quality releases
• Troubleshoot defects and usability issues with clear evidence and reproduction steps
• Collaborate with operations, technology, incident management, and finance to prioritize fixes
• Participate in phone-based meetings to support project delivery and triage
• Perform specialized back-office tasks to mitigate risk and prevent losses
• Use GDS scripting to complement UI solutions and support continuity

Skills

Travel ops

GDS knowledge

GDS scripting

MS Office

Problem solving

Communication skills

Education

Bachelor's degree

Tools

Travelport+ SmartButtons

Sabre Red Apps

Worldspan

Sabre

Apollo

Job description

Help shape smoother travel experiences by improving the tools teams rely on every day. In this role, you will build and refine user-friendly desktop workflows that make complex tasks easier, faster, and more consistent. You will collaborate across operations, technology, and business partners to solve issues and prevent losses. You will also help standardize how work gets done across multiple travel products and processes. If you enjoy problem-solving, structured testing, and continuous improvement, this role offers opportunities to make meaningful impact.

As a Process Improvement Associate in the mid and back office operations team, you will design, enhance, and support desktop workflow solutions used for travel booking and servicing. You will partner with stakeholders to improve usability, reduce operational risk, and resolve defects through testing, documentation, and continuous improvement.

Job responsibilities

• Design, develop, and maintain desktop workflow solutions (including Travelport+ SmartButtons and Sabre Red Apps) to support consistent booking and post-booking servicing processes
• Build and enhance user interface workflows across global distribution system (GDS) environments to improve efficiency and user experience
• Test, validate, and document workflow changes to support quality releases and reliable operational outcomes
• Troubleshoot unexpected behaviors, defects, and usability issues, and **escalate** with clear evidence and reproduction steps
• Collaborate with operations, technology, incident management, and finance partners to prioritize fixes and drive timely resolution
• Participate in phone-based meetings to support project delivery, readiness activities, and issue triage
• Perform specialized back-office tasks and project work to mitigate risk and help prevent potential losses
• Use GDS scripting, where appropriate, to complement user interface solutions and support operational continuity

Required qualifications, capabilities and skills

• 3 years of experience in travel operations (for example, reservations, ticketing, quality control, or help desk support)
• Demonstrated experience designing, supporting, or troubleshooting Travelport+ SmartButtons and/or Sabre Red Apps
• Working knowledge of GDS environments and tools (for example, Worldspan, Sabre, Apollo, and/or Travelport+)
• Ability to use GDS cryptic formats to research issues and validate workflow outcomes
• Experience performing structured testing and validation, including documenting test results and defects
• Working knowledge of GDS scripting tools (for example, Worldspan ScriptPro and/or Sabre Scribe)
• Knowledge of airfare rules and product types (for example, negotiated, preferred, and net fares)
• Ability to assess operational risk in proposed changes and recommend practical, controlled solutions
• Strong research, problem-solving, and root-cause analysis skills
• Strong oral and written communication skills, including the ability to explain technical concepts to non-technical partners
• Proficiency in Microsoft Excel, PowerPoint, and Word

Preferred qualifications, capabilities and skills

• Experience with the Amadeus GDS environment and related scripting tools (for example, QuickScripts)
• Experience with JavaScript and/or TypeScript for automation or workflow enablement
• Experience with general coding and/or automation (for example, C#)
• Proficiency in Microsoft Project and Microsoft Visio
• Experience providing post-booking support for hotel and car reservations
• Strong understanding of operational complexities across multiple travel products
• Bachelor's degree or equivalent practical experience

Note: Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting. This role does not provide relocation assistance, so all candidates must be local to the work locations listed in the job posting or willing to relocate on their own immediately upon hire.

ABOUT US

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

ABOUT THE TEAM

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.

We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.