Senior Associate, Operations Manager Specialized Servicing - Chase Travel

You'll join a team focused on delivering elevated travel support to affluent clients, where your leadership helps turn high service expectations into consistent daily execution.

As an Operations Manager, Specialized Servicing in Chase Travel, you will be accountable for the daily performance, coaching, and operational discipline of teams of Travel Advisors delivering elevated travel support to our JP Morgan Reserve and Private Bank clients. You'll translate service expectations into consistent execution-setting priorities, monitoring results, and ensuring every interaction reflects professionalism, accuracy, and thoughtful follow-through.

Job responsibilities

• Oversee daily operations and development of Travel Advisor teams supporting JPMR and Private Bank clientele, ensuring polished, responsive, and consistent service delivery that enhances client satisfaction and loyalty.
• Drive the team's operating cadence, including capacity and coverage planning, queue oversight, escalation management, quality assurance routines, and real-time problem solving to maintain operational stability and agility.
• Develop a high-performing team through structured coaching and skill-building, reinforcing best practices in booking workflows, itinerary accuracy, documentation standards, and tool proficiency to elevate service quality.
• Partner closely with internal support groups and key stakeholders to implement process updates with minimal disruption, proactively close operational gaps, and sustain a seamless customer experience.
• Establish and uphold operational standards through ongoing coaching, rigorous quality controls, and effective escalation management, fostering a culture of continuous improvement and accountability.
• Demonstrate strong operational instincts and a calm, decisive presence under pressure, setting clear expectations and driving disciplined execution to raise service consistency and support business objectives.
• Identify and implement workflow improvements to optimize team readiness, resource allocation, and overall performance, directly impacting business outcomes and customer satisfaction.

• Minimum 5 years of experience in customer-facing operations (contact center, concierge, travel servicing, hospitality, or related environments)
• Minimum 5 years of people management experience, with demonstrated success leading frontline service teams (coaching, performance management, and team development).
• Experience supporting affluent or high-expectation customers, with a strong service mindset, discretion, and attention to detail.
• Proven ability to manage daily operational execution (coverage/capacity, workflow oversight, escalations, and service consistency).
• Strong track record driving quality and continuous improvement, including establishing routines, monitoring results, and addressing root causes.
• Ability to collaborate across partners to implement process or policy updates smoothly and maintain operational stability.
• Excellent written and verbal communication skills, with comfort providing clear updates and coaching feedback.
• Strong organizational skills and comfort maintaining accurate documentation and using servicing tools consistently.

• Ability to simplify complex problems and drive practical solutions through creativity and innovation
• Strength in building effective cross-functional relationships to overcome obstacles and deliver results
• Comfort adapting quickly to changing priorities, requirements, and objectives
• Strong ability to understand, anticipate, and prioritize customer needs and preferences