Vice President, Ultimate Rewards Operations and Enablement

Aumni; New York (NY); On-site; USD 180,000 - 280,000; Full time

Job summary

Chase is seeking a Vice President of Rewards Operations Enablement to lead day-to-day operational enablement and control execution across rewards redemption channels. You will partner with risk, analytics, product, technology, security, and customer service teams to detect abuse patterns, reduce losses, and improve reliability through playbooks, training, and governance routines.

This role requires building scalable processes, driving cross-functional alignment, and delivering measurable

Qualifications

• 6+ years of experience in complex operations and/or fraud and risk programs within loyalty, payments, financial services, or an adjacent domain.
• Demonstrated ability to improve multi-channel operational performance across quality, controls, efficiency, and scalability.
• Experience partnering with risk, analytics, and security teams to detect abuse patterns and implement effective preventive and detective controls.
• Working knowledge of fraud monitoring and rewards misuse management, including alerting, case workflows, escalation, and loss mitigation.
• Experience translating policy into execution through governance routines, procedures, playbooks, training, and customer service enablement.
• Demonstrated ability to influence cross-functional partners across product, technology, operations, and customer service teams.
• Strong analytical mindset with the ability to support incident response and drive change across senior stakeholders.
• Bachelor’s degree in Business, Finance, or a related field (or equivalent experience)

Responsibilities

• Drive operational performance across rewards redemption channels by defining standards, routines, and continuous improvement actions
• Centralize monitoring and operational response for fraud and rewards misuse, including detection, escalation, remediation coordination, and control enhancement
• Partner with analytics and risk teams to quantify abuse behaviors and translate insights into controls, thresholds, policies, and operating plays
• Coordinate mitigation plans with security and customer service teams to prevent and respond to incidents, including post-incident reviews with documented actions
• Operationalize program policies through procedures, training, tooling adoption, and clear decision frameworks for frontline and back-office teams
• Embed controls into customer journeys, redemption experiences, and customer service workflows by partnering with product and technology teams
• Assess industry practices and benchmark controls against peer rewards programs, recommending enhancements that protect customers and the experience
• Run governance routines including control reviews, reporting, escalation paths, issue tracking, and stakeholder updates for senior leaders
• Deliver enablement through documentation, playbooks, training materials, and change management to drive consistent execution

Skills

Fraud risk

Operations leadership

Cross-functional collaboration

Data analysis

Policy governance

Stakeholder management

Education

Bachelor's degree in Business or Finance

Tools

Fraud monitoring systems

Job description

Join a fast-paced team that helps shape the future of rewards and customer value. You will drive innovation, strengthen controls, and improve how teams deliver consistent experiences at scale.

As a Vice President Rewards Operations Enablement in Rewards Operations and Partner Benefits, you will lead day-to-day operational enablement and control execution across rewards redemption channels. You will partner with risk, analytics, product, technology, security, and customer service teams to detect abuse patterns, reduce losses, and improve reliability through playbooks, training, and governance routines.

Job responsibilities

• Drive operational performance across rewards redemption channels by defining standards, routines, and continuous improvement actions
• Centralize monitoring and operational response for fraud and rewards misuse, including detection, escalation, remediation coordination, and control enhancement
• Partner with analytics and risk teams to quantify abuse behaviors and translate insights into controls, thresholds, policies, and operating plays
• Coordinate mitigation plans with security and customer service teams to prevent and respond to incidents, including post-incident reviews with documented actions
• Operationalize program policies through procedures, training, tooling adoption, and clear decision frameworks for frontline and back-office teams
• Embed controls into customer journeys, redemption experiences, and customer service workflows by partnering with product and technology teams
• Assess industry practices and benchmark controls against peer rewards programs, recommending enhancements that protect customers and the experience
• Run governance routines including control reviews, reporting, escalation paths, issue tracking, and stakeholder updates for senior leaders
• Deliver enablement through documentation, playbooks, training materials, and change management to drive consistent execution

Required qualifications, capabilities, and skills

• 6+ years of experience in complex operations and/or fraud and risk programs within loyalty, payments, financial services, or an adjacent domain
• Demonstrated ability to improve multi-channel operational performance across quality, controls, efficiency, and scalability
• Experience partnering with risk, analytics, and security teams to detect abuse patterns and implement effective preventive and detective controls
• Working knowledge of fraud monitoring and rewards misuse management, including alerting, case workflows, escalation, and loss mitigation
• Experience translating policy into execution through governance routines, procedures, playbooks, training, and customer service enablement
• Demonstrated ability to influence cross-functional partners across product, technology, operations, and customer service teams
• Strong analytical mindset with the ability to support incident response and drive change across senior stakeholders
• Bachelor’s degree in Business, Finance, or a related field (or equivalent experience)

Preferred qualifications, capabilities, and skills

• Experience in credit cards and/or loyalty programs with accountability for operational performance, control outcomes, and customer experience metrics
• People leadership experience and/or leadership of cross-functional workstreams in a matrixed environment
• Strong executive-ready writing, presentations, and stakeholder management across operations, product, technology, risk, and customer service

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.

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.

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.

Lead rewards redemption operations, strengthen fraud and misuse controls, and enable teams to deliver reliable customer outcomes.