VP, Premium Lounge Operations & Guest Experience

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

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.