Team Leader, Reserve Travel Design Chase Travel (Hybrid - Heathrow, FL)

Job Description

As Chase Travel continues to expand, we have an exciting opportunity for an experienced Team Leader to join our team. We foster a diverse and collaborative culture, committed to providing meaningful growth and career advancement in a firm dedicated to opportunity, development, and mobility. We seek best-in-class talent who are passionate, entrepreneurial, and customer-focused. 

As a Team Leader for high-performing luxury Travel Advisors within Chase Travel, you will leverage your leadership expertise in travel and lifestyle servicing, card servicing, affluent servicing, or the luxury/hospitality industry. You will oversee our team of Reserve Travel Designers, leading, developing, and motivating them to deliver exceptional service and drive business growth. Your deep understanding of travel customer service, strong leadership skills, and focus on customer preferences and travel consultation will be essential to elevating the customer experience and achieving business results. 

 

Job Responsibilities:

• Lead, mentor, and inspire a team of travel designers to achieve both individual and team goals.
• Cultivate a collaborative, high-performance culture focused on continuous improvement and professional growth.
• Conduct regular performance reviews, provide actionable feedback, and identify development needs for team members.
• Develop and execute strategies to drive booking conversion, customer loyalty, and achieve high NPS/OSAT metrics.
• Analyze trends and customer feedback to identify opportunities for service improvements.
• Ensure operational goals and key performance indicators are consistently met or exceeded.
• Ensure the delivery of exceptional, personalized service to each customer.
• Resolve complex service issues proactively before they escalate.
• Oversee the timely, accurate, and comprehensive delivery of travel products and services.
• Manage daily operations, including efficient workflows, adherence to company and line-of-business policies, team schedules, and workload distribution.
• Collaborate with internal partners across training, content, knowledge management, and workforce planning to support operational excellence. 

 

Required qualifications, capabilities, and skills:

• Demonstrated business acumen with a history of achieving business objectives and KPIs.
• Proven experience in team leadership, coaching, performance management and/or training. 
• Excellent communication, interpersonal, and problem-solving skills 
• Strong attention to detail and commitment to delivering exceptional customer experiences
• Skilled in conflict management and resolution, adept at handling complex customer and team issues.
• Builds strong relationships within the team and across the organization.
• Leads through change with a growth mindset and adaptability.
• Drives business results through extreme ownership and accountability for both individual and team performance.

About Us

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs. 

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process. 

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.

Equal Opportunity Employer/Disability/Veterans

About the Team

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.

We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.