VP, Premium Lounge Operations & Growth

JPMorganChase; New York (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

Chase is seeking a Vice President Lounge Operations to lead day-to-day operating strategy for the lounge network and scale a high-quality guest experience. You will partner with lounge operators and internal teams to deliver strong service, disciplined financial performance, and reliable controls.

You will use data and customer insights to spot trends, solve issues, and drive continuous improvement across locations. Regular travel to sites is expected.

Qualifications

• 10+ years in hospitality, operations, travel, aviation, or luxury service.
• Experience leading multi-site, customer-facing operations.
• Experience setting service standards and controls in high-traffic environments.
• Vendor or operator management with performance escalation.
• Ability to scale processes, playbooks, and routines across locations.
• Strong analytical skills with metrics and action orientation.
• Financial discipline and budgeting experience.
• Cross-functional leadership to align diverse partners to outcomes.
• Executive-level communication with senior leaders.
• Proven people leadership with coaching and development.

Responsibilities

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

Skills

Leadership

Operations mgmt

Analytics

Budgeting

Cross-functional

Travel readiness

Job description

Chase is seeking a Vice President Lounge Operations to lead day-to-day operating strategy for the lounge network and scale a high-quality guest experience. You will partner with lounge operators and internal teams to deliver strong service, disciplined financial performance, and reliable controls.

You will use data and customer insights to spot trends, solve issues, and drive continuous improvement across locations. Regular travel to sites is expected.