Business Operations Manager

Job Description

Join an innovative, fast paced team working to drive Card Operations strategy at a time when AI and machine learning are reshaping how we serve customers. You'll lead initiatives that are top priorities for both the Operations team and the Card business, with a focus on improving experiences for Sapphire Reserve and other affluent cardmembers. This role provides meaningful exposure to senior leaders and the chance to partner across the Card business, Product, and Operations. It's well suited for someone who enjoys solving complex problems, working across functions, and translating customer insights into compelling strategies. 

Job Summary

As a Business Operations Manager in the Consumer and Community Banking Operations Strategy Team, you will develop strategy, drive innovation, and support transformation efforts to deliver a connected and optimized customer experience. You will address strategic priorities set by senior executives and focus on solving critical challenges in Operations including servicing models, journey design, and implementation of AI tools. You will identify opportunities to improve customer experiences, based on AI-driven customer insights and data. In this role, you will partner with the Operations team, Product Owners and the lines of business to create transparency and aid in the execution of digital capabilities, with a lens toward customer obsession. You will develop strategies and mobilize the organization toward strategic execution. 

Job Responsibilities:

• Partner with various Card/Retail teams and analytics to leverage AI tools and machine learning insights to inform product decisions, improve the customer experience, and reduce customer calls. 

• Lead the Card/Retail feedback loop for key moments in the customer lifecycle (product launches, product refreshes, etc.) leveraging machine learning data.

• Lead key Operations initiatives to uplift the customer experiences for Sapphire and broader affluent cardmembers, including journey mapping.  

• Influence the affluent strategic Operations agenda by being an objective thought partner to Product and Operations leaders, beyond immediate scope of engagements.

• Embrace an AI mindset. Lead in accelerating and generating new, innovative ideas and staying abreast of market trends. 

• Promote collaboration and influence a broad group of stakeholders and partners as well as work closely with our Product and Client Service organizations. 

• Analyze and synthesize key insights from analytics, customer research, competitive and market analysis, and company information to provide context and perspective and to help drive strategic priorities.

• Manage ongoing executive updates for Operations and Card business. 

Required qualifications, capabilities and skills

• Undergraduate degree and 10 years of experience in financial services, strategy, and/or consulting.

• Proven ability to distill complex information into concise, compelling narratives for senior and C-suite audiences. Strong PowerPoint skills with a track record of creating polished executive-level presentations. Excellent written and verbal communication skills.

• Demonstrated ability to structure ambiguous problems, develop frameworks, and drive toward solutions with incomplete information. Comfort operating in a fast-changing environment where priorities can shift. 

• Proven ability to influence without direct authority — building alignment across functions, levels, and competing priorities. Strong relationship-building skills with the ability to earn trust quickly and navigate organizational complexity.

• Analytically minded and experienced analyzing data to distill key insights.

• A self-starter with a bias toward action and intellectual curiosity. 

• Frequent user of AI tools/LLMs.

• Broad thinker with the ability to inspire confidence.

• Collaborative attitude and willingness to work with internal and external stakeholders, globally.

Preferred Qualifications

• Familiarity with Chase affluent credit card products and Operations functions. 

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.