Vice President - Lounge Operations

J.P. Morgan; New York (NY); On-site; USD 150,000 - 210,000; Full time

Job summary

Chase is seeking a Vice President, Lounge Operations in Airport Lounge Benefits to lead day-to-day operating strategy for our lounge network and scale a consistent, high-quality experience as we grow. You will partner closely with lounge operators and internal teams to deliver strong service, reliable controls, and disciplined financial performance.

You use data and customer insights to spot trends early, solve issues fast, and drive continuous improvement.

Qualifications

• 10+ years in hospitality, operations, travel, aviation, premium experiences, or luxury service environments.
• Experience leading complex multi-site, customer-facing operations.
• Experience setting service standards and operating controls in high-traffic environments.
• Strong vendor or operator management, including performance mgmt and escalation.
• Proven ability to scale processes, playbooks, and routines across locations.
• Strong analytical skills; turning insights into action.
• Financial discipline; comfortable with budgets and cost trade-offs.
• Strong cross-functional leadership to align diverse partners to outcomes.
• Clear executive communication with senior leaders.
• People leadership with coaching and talent development experience.
• Willingness to travel regularly for on-site performance and readiness.

Responsibilities

• Define and evolve a scalable operating model, routines, and governance to support network growth.
• Set clear service standards and operational controls to protect a consistent guest experience.
• Manage lounge operator performance through structured reviews, scorecards, and action plans.
• Monitor operational performance and resolve issues quickly, coordinating across stakeholders as needed.
• Lead operational readiness for new lounge launches, including staffing, training, processes, and opening playbooks.
• Build and maintain performance reporting, forecasting, and operating reviews for leadership updates.
• Use customer feedback and operational data to identify risks and opportunities, then drive improvements.
• Partner with Finance and Real Estate to support cost discipline, productivity, and space utilization decisions.
• Lead capacity and resource planning to meet demand while maintaining service quality.
• Establish and drive continuous improvement across processes, service delivery, and operator execution.
• Build, coach, and develop a high-performing team with accountability and collaboration.

Skills

Hospitality operations

Multi-site leadership

Service standards

Vendor management

Process scalability

Analytics

Finance/budgeting

Cross-functional leadership

Executive communication

People leadership

Travel readiness

Job description

Help shape a premium airport lounge experience travelers will remember. You will set the operating rhythm, raise service standards, and strengthen performance across a growing lounge network through hands-on leadership and smart analytics.

Job Summary

As a Vice President Lounge Operations in Airport Lounge Benefits, you lead day-to-day operating strategy for our lounge network and help scale a consistent, high-quality experience as we grow. You partner closely with lounge operators and internal teams to deliver strong service, reliable controls, and disciplined financial performance. You use data and customer insights to spot trends early, solve issues fast, and drive continuous improvement. Your work directly impacts how customers experience our brand while traveling.

Job responsibilities

• Define and evolve a scalable operating model, routines, and governance to support network growth
• Set clear service standards and operational controls that protect a consistent guest experience
• Manage lounge operator performance through structured reviews, scorecards, and action plans
• Monitor operational performance and resolve issues quickly, coordinating across stakeholders as needed
• Lead operational readiness for new lounge launches, including staffing, training, processes, and opening playbooks
• Build and maintain performance reporting, forecasting, and operating reviews for leadership updates
• Use customer feedback and operational data to identify risks and opportunities, then drive measurable improvements
• Partner with Finance and Real Estate teams to support cost discipline, productivity, and space utilization decisions
• Lead capacity planning and resource planning to meet demand while maintaining service quality
• Establish and drive continuous improvement efforts across processes, service delivery, and operator execution
• Build, coach, and develop a high-performing team with strong accountability and collaboration

Required qualifications, capabilities, and skills

• 10+ years of experience in hospitality, operations, travel, aviation, premium consumer experiences, or luxury service environments
• Demonstrated success leading complex, multi-site, customer-facing operations
• Experience setting service standards and operating controls in high-traffic environments
• Strong vendor or operator management skills, including performance management and issue escalation
• Proven ability to scale processes, playbooks, and routines across multiple locations
• Strong analytical skills, including building performance metrics and turning insights into action
• Financial discipline and comfort managing budgets, cost drivers, and operational trade-offs
• Strong cross-functional leadership skills with the ability to align diverse partners to outcomes
• Clear executive communication skills, including presenting recommendations and updates to senior leaders
• People leadership experience with a track record of coaching and developing talent
• Willingness to travel regularly to support on-site performance and new location readiness

Preferred qualifications, capabilities, and skills

• Experience launching and operating physical customer-facing locations from planning through steady-state operations
• Experience supporting airport-based or travel-related operations with complex stakeholder environments
• Experience designing customer experience programs and service recovery approaches
• Experience in a highly regulated or control-focused operating environment
• Strong contract, service-level, and operator governance experience
• Change management experience driving adoption of new processes across distributed teams
• Familiarity with capacity, utilization, and queue management approaches in premium service settings

Optional additional Information

• This role includes regular on-site visits to lounge locations and partner operators
• Work schedule may vary to support operational needs, including occasional early mornings, evenings, or weekends
• Travel expectations may increase during new lounge openings and expansion periods
• Employment may be contingent on applicable background screening and policy requirements

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

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. Lead operations and service standards across our airport lounge network, improving consistency, performance, and guest experience.