Process Improvement Associate I

JPMorgan Chase & Co.; Heathrow (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Process Improvement Associate to design and refine desktop workflow solutions for travel booking and servicing. You will work with operations, technology, and business partners to standardize processes and reduce operational risk.

You will design, test, document, and support workflows using Travelport+ SmartButtons and Sabre Red Apps, across multiple GDS environments. Strong problem-solving and communication skills are essential.

Qualifications

• 3 years of experience in travel operations (reservations, ticketing, QA, or help desk).
• Experience designing or supporting 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 outcomes.
• Experience with structured testing, documenting results and defects.
• Familiarity with GDS scripting tools (Worldspan ScriptPro, Sabre Scribe).
• Knowledge of airfare rules and product types; assess risk and propose solutions.
• Strong research, problem-solving, and communication skills.
• Proficiency in Microsoft Excel, PowerPoint, and Word.

Responsibilities

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

Skills

Travel ops

GDS knowledge

Scripting tools

Structured testing

Issue triage

Excel/Office

Communication

Education

Bachelor's degree

Tools

Worldspan ScriptPro

Sabre Scribe

Travelport+ SmartButtons

Sabre Red Apps

JavaScript/TypeScript

C#

MS Project/MS Visio

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 escalated 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.