Senior Travel Operations Lead for Affluent Concierge

JPMorgan Chase & Co.; Heathrow (FL); On-site; USD 100,000 - 170,000; Full time

Job summary

JPMorgan Chase & Co. in the United States seeks an Operations Manager, Specialized Servicing in Chase Travel to lead Travel Advisor teams serving JPMR and Private Bank clients.

You will translate service expectations into consistent daily execution and coach teams to deliver polished, accurate, and service-focused outcomes. You will oversee daily operations, drive cadence, and implement process improvements while maintaining high standards of client confidentiality and professionalism across

Qualifications

• 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.

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.

Skills

People management

Customer-facing operations

Operational execution

Quality improvement

Cross-functional collaboration

Written and verbal communication

Documentation and tools usage

Job description

JPMorgan Chase & Co. in the United States seeks an Operations Manager, Specialized Servicing in Chase Travel to lead Travel Advisor teams serving JPMR and Private Bank clients.

You will translate service expectations into consistent daily execution and coach teams to deliver polished, accurate, and service-focused outcomes. You will oversee daily operations, drive cadence, and implement process improvements while maintaining high standards of client confidentiality and professionalism across