Vice President for Operations - Consumer Banking
JPMorganChase
Customer Service organization is dedicated to continuously simplifying and improving the overall customer experience with Chase. We deliver world-class service by empowering our teams to make decisions that resolve issues quickly and effectively.
As a Vice President within Back Offer Email Operations, you will lead a high-performing operations function responsible for accurate, timely, and compliant completion of post-interaction work across the email channel (e.g., case resolution, documentation, adjustments, investigations, and exception handling). You will drives operational excellence, strengthens customer outcomes, and accelerates transformation through data-driven management, process redesign, and cross-functional partnership.
In this role, you will own the end-to-end customer journey across multiple lines of business and geographies, while setting the long-term strategy to improve efficiency, quality, and customer experience. You will partner closely with key stakeholders across Customer Service, Product, Technology, Workforce, and Controls to deliver sustainable performance and enterprise-wide process improvements. You will lead a team of 120+ specialists and people leaders (manager of managers) supporting multiple work products and outputs.
Job Responsibilities
- Own end-to-end functional performance with a business-owner mindset across results, people leadership, risk, and customer outcomes.
- Lead, coach, and develop leaders and teams through clear expectations, feedback, training, and readiness for future-state work.
- Build a high-performance, inclusive, customer-obsessed culture that attracts, develops, and retains top talent.
- Establish a disciplined operating rhythm (goals, routines, performance management, escalation paths) to deliver consistent results.
- Drive business transformation via process redesign, standardization, automation, and tool adoption; simplify complexity and scale solutions.
- Operate, support, and scale chat customer service (live chat and asynchronous messaging), applying good understanding of chat-specific operational dynamics including queue management, SLAs, handoffs, chat dispositioning, and drivers of re-contact.
- Strengthen customer experience outcomes by anticipating needs, communicating with empathy, and partnering cross-functionally on root causes and corrective actions.
- Lead multi-channel alignment on handoffs, shared ownership, and escalations while keeping operations optimized for resolution quality.
- Ensure operational excellence and audit-ready governance with strong controls, compliant decisioning, and complete, traceable documentation.
- Own key KPIs and corrective actions across quality, productivity, cycle time, backlog, and customer impact; enforce adherence to risk and compliance requirements.
- Apply rigorous problem solving and analytics to execute under ambiguity, forecast and staff to demand, deliver efficiency improvements, and manage budget/P&L drivers.
Required qualifications, capabilities and skills
- 7+ years of call center and/or customer service operations leadership experience, including managing managers and large teams.
- Demonstrated ability to build strong relationships with internal and external stakeholders to deliver shared outcomes.
- Proven ability to define a future-state vision and drive change through influence, goal-setting, and adoption.
- Strong decision-making and problem-solving capabilities, including ability to identify issues, evaluate options, and implement solutions.
- Excellent attention to detail and strong organizational, written/verbal communication, and executive presentation skills.
- Bachelor’s degree or equivalent experience required.
- Direct experience operating, supporting, or scaling chat customer service (live chat and/or asynchronous messaging). Good understanding of chat-specific operational dynamics: queue management, SLAs, handoffs, chat dispositioning, and drivers of re-contact.
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.
Join the team that is assisting customers find solutions in one of the world’s most innovative banks.