Executive Director - Customer Experience and Strategic Operations

This role offers a unique opportunity to impact Chase’s Consumer and community Banking(CCB) client base and support over 12,000 phone and back-office specialists within the Servicing Organization. You will engage with senior management, presenting strategic visions and driving improvements in dynamic environments. Your strong communication skills and ability to handle challenging subject matter will be essential in this high-impact position.

As an Executive Director in the Customer Service Organization, you will guide the strategic direction of the Servicing team, simplifying employee-customer interactions and enhancing customer experiences. You will establish routines for the Servicing Operations management team, ensuring success through initiative awareness and key stakeholder meetings. Your influence will extend across the Consumer & Community Banking (CCB) Operations landscape, identifying opportunities to maximize efficiency and customer experience benefits.

As a visionary leader, you will navigate the complexities of the Operations landscape, aligning resources to support Strategic Priorities and Product commitments. Your experience in large-scale program delivery, understanding of CCB Operations and Technology, and strong matrix and influencing skills will be vital. You will embody the firm’s leadership attributes, fostering a culture of collaboration and shared accountability.

Job Responsibilities

• Report directly to the Head of Customer Service Strategy, driving major cross-organizational initiatives.
• Communicate and update Servicing Operations leaders on LOB and Product roadmaps, ensuring alignment and awareness of initiatives impacting Operations teams, such as cross-Product/Channel initiatives and CCB Product deployments.
• Serve as a key representative in senior leadership meetings, articulating and advancing the strategic vision of Operations-led initiatives.
• Lead and manage strategic and tactical projects, driving process and strategy improvements with minimal oversight.
• Oversee large, complex projects with significant financial and reputational impact.
• Facilitate the development and execution of the CCB Servicing Operations strategic agenda, creating synergies and solutions across CCB Operations and LOB Partners.
• Build and maintain relationships with senior stakeholders, influencing decisions and driving change processes.
• Lead and develop a diverse, high-performing team, managing budgets and resources effectively.
• Prepare and deliver executive-level presentations, communicating strategic insights and recommendations.
• Participate in and lead cross-functional teams, contributing as both a leader and individual contributor.
• Continuously seek and implement improvements to organizational practices and processes.

Required Qualifications, Capabilities, and Skills

• 15 years of experience in process improvement, project, and business management.
• Strong technology and operations knowledge, with expertise in policy, procedures, risk, and controls.
• Excellent strategic vision and innovative thinking, capable of articulating and influencing business direction at all levels.
• Proven ability to collaborate across CCB/Firm-wide areas.
• Superior skills in strategy, process improvement, and problem-solving, with the ability to manage multiple initiatives in dynamic environments.
• Strong communication and influencing skills.
• Bachelor’s degree or equivalent experience required
• Flexibility to travel as needed.

Preferred Qualifications, Capabilities, and Skills

• Advanced degree preferred.
• Experience in large-scale program delivery.
• Understanding of CCB Operations and Technology.
• Strong matrix and influencing skills.
• Leadership attributes fostering a culture of collaboration and shared accountability.