Senior Associate, Operations Manager Specialized Servicing - Chase Travel

JPMorganChase; Heathrow (FL); On-site; USD 95,000 - 150,000; Full time

Job summary

Chase Travel is seeking an Operations Manager, Specialized Servicing to lead Travel Advisor teams serving JPMorgan Reserve and Private Bank clients, ensuring elevated service and precise execution.

You will coach staff, manage capacity, and partner with internal teams to maintain standards, implement process improvements, and deliver consistent, professional support.

Qualifications

• Minimum 5 years of customer-facing operations experience.
• Minimum 5 years of people management experience.
• Experience supporting affluent clients with discretion and attention to detail.
• Proven ability to manage daily operational execution and service consistency.
• Strong track record in quality, process improvement, and coaching.

Responsibilities

• Oversee daily Travel Advisor teams delivering polished, responsive service to JPMR and Private Bank clientele.
• Manage capacity, queue oversight, escalation management, quality assurance routines, and real-time problem solving.
• Develop a high-performing team through coaching and skill-building in booking workflows, itinerary accuracy, documentation standards, and tool proficiency.
• Collaborate with internal support groups and stakeholders to implement process updates with minimal disruption and seamless customer experience.
• Establish and uphold operational standards through coaching, quality controls, and escalation management.
• Demonstrate strong operational instincts and calm, decisive presence under pressure to raise service consistency and support business objectives.
• Identify and implement workflow improvements to optimize readiness, resource allocation, and overall performance.

Skills

Leadership

Operations management

Customer-facing experience

Travel industry

Coaching

Quality assurance

Job description

Job Description

You'll join a team focused on delivering elevated travel support to affluent clients, where your leadership helps turn high service expectations into consistent daily execution.

Job Description

You'll join a team focused on delivering elevated travel support to affluent clients, where your leadership helps turn high service expectations into consistent daily execution.

As an Operations Manager, Specialized Servicing in Chase Travel, you will be accountable for the daily performance, coaching, and operational discipline of teams of Travel Advisors delivering elevated travel support to our JP Morgan Reserve and Private Bank clients. You'll translate service expectations into consistent execution-setting priorities, monitoring results, and ensuring every interaction reflects professionalism, accuracy, and thoughtful follow-through.

Job Responsibilities

• Oversee daily operations and development of Travel Advisor teams supporting JPMR and Private Bank clientele, ensuring polished, responsive, and consistent service delivery that enhances client satisfaction and loyalty.
• Drive the team's operating cadence, including capacity and coverage planning, queue oversight, escalation management, quality assurance routines, and real-time problem solving to maintain operational stability and agility.
• Develop a high-performing team through structured coaching and skill-building, reinforcing best practices in booking workflows, itinerary accuracy, documentation standards, and tool proficiency to elevate service quality.
• Partner closely with internal support groups and key stakeholders to implement process updates with minimal disruption, proactively close operational gaps, and sustain a seamless customer experience.
• Establish and uphold operational standards through ongoing coaching, rigorous quality controls, and effective escalation management, fostering a culture of continuous improvement and accountability.
• Demonstrate strong operational instincts and a calm, decisive presence under pressure, setting clear expectations and driving disciplined execution to raise service consistency and support business objectives.
• Identify and implement workflow improvements to optimize team readiness, resource allocation, and overall performance, directly impacting business outcomes and customer satisfaction.

Required Qualifications, Capabilities, And Skills

• Minimum 5 years of experience in customer-facing operations (contact center, concierge, travel servicing, hospitality, or related environments)
• Minimum 5 years of people management experience, with demonstrated success leading frontline service teams (coaching, performance management, and team development).
• Experience supporting affluent or high-expectation customers, with a strong service mindset, discretion, and attention to detail.
• Proven ability to manage daily operational execution (coverage/capacity, workflow oversight, escalations, and service consistency).
• Strong track record driving quality and continuous improvement, including establishing routines, monitoring results, and addressing root causes.
• Ability to collaborate across partners to implement process or policy updates smoothly and maintain operational stability.
• Excellent written and verbal communication skills, with comfort providing clear updates and coaching feedback.
• Strong organizational skills and comfort maintaining accurate documentation and using servicing tools consistently.

Preferred Qualifications, Capabilities, And Skills

• Ability to simplify complex problems and drive practical solutions through creativity and innovation
• Strength in building effective cross-functional relationships to overcome obstacles and deliver results
• Comfort adapting quickly to changing priorities, requirements, and objectives
• Strong ability to understand, anticipate, and prioritize customer needs and preferences

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.

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.