VP, Premium Lounge Operations & Guest Experience

Socket.dev; New York (NY); On-site; USD 180,000 - 230,000; Full time

Job summary

Chase in the Airport Lounge Benefits division seeks a Vice President Lounge Operations to lead day-to-day operating strategy across our lounge network, scale a consistent premium experience, and collaborate with lounge operators and internal teams to deliver service, controls, and disciplined financial performance.

You will base decisions on data and customer insights, drive continuous improvement, and build a high-performing team through coaching and accountability, with regular on-site visits

Qualifications

• 10+ years of experience in hospitality, operations, travel, aviation, premium consumer experiences, or luxury service environments.
• Experience setting service standards and operating controls in high-traffic environments.
• 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.

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.

Skills

Leadership

Operations leadership

Analytics

Budgeting/Financial discipline

Cross-functional collaboration

Job description

Chase in the Airport Lounge Benefits division seeks a Vice President Lounge Operations to lead day-to-day operating strategy across our lounge network, scale a consistent premium experience, and collaborate with lounge operators and internal teams to deliver service, controls, and disciplined financial performance.

You will base decisions on data and customer insights, drive continuous improvement, and build a high-performing team through coaching and accountability, with regular on-site visits