Global Auto Fulfillment Executive Director

As an Executive Director in the Global Auto Fulfillment team, you are responsible for leading Auto fulfillment operations across the automotive lending lifecycle. This executive oversees multiple operational functions supporting customers, dealers, regulators, and business partners, including vehicle titles, payments and payoffs processing, customer servicing support, operational controls, process optimization, and global support functions.

The role is accountable for delivering exceptional customer outcomes, operational excellence, regulatory compliance, risk management, and workforce effectiveness across a large-scale, geographically dispersed organization. The Executive Director will define and execute the strategic vision for Auto Fulfillment while driving innovation, automation, digitization, and continuous improvement initiatives that improve customer experience, reduce operational risk, and increase efficiency.

Job Responsibilities:

Strategic Leadership

• Develop and execute the strategic roadmap for Auto Fulfillment operations globally.
• Drive alignment between servicing operations, business objectives, customer experience goals, and enterprise priorities.
• Lead transformation initiatives focused on automation, artificial intelligence, process simplification, and workforce optimization.
• Establish operating models that improve scalability, resiliency, and service quality.

Titles Operations

• Lead all vehicle title fulfillment activities, including lien perfection, title release, state compliance requirements, title corrections, title research, and title delivery.
• Ensure compliance with state DMV requirements and regulatory obligations.
• Develop strategies to improve title cycle times, reduce defects, and enhance customer and dealer satisfaction.

Payments and Payoffs

• Oversee payment processing and payoff functions supporting the servicing organization.
• Ensure accuracy, timeliness, and control effectiveness across payment application, payoff quote generation, payoff processing, and exception management.
• Drive operational improvements that reduce customer effort and improve first-touch resolution.

Auto Servicing Support Functions

• Lead operational support teams responsible for servicing administration, correspondence, workflow management, controls, reporting, vendor management, and business support activities. Partner with Technology, Product, Risk, Compliance, Legal, Finance, and Operations organizations to deliver enterprise initiatives. Ensure operational readiness for new products, regulatory changes, and strategic business initiatives.

Required qualifications, capabilities, and skills:

• Bachelor's degree or equivalent experience.
• 15+ years of progressive leadership experience within consumer lending, servicing, operations, fulfillment, or financial services.
• Significant experience leading large-scale operational organizations.
• Experience managing complex servicing functions, including customer support, fulfillment, payments, or title operations.
• Demonstrated success leading operational transformation and large-scale change initiatives.
• Experience with regulatory, audit, compliance, and operational risk management.
• Strong executive communication and stakeholder management skills.

Preferred qualifications, capabilities, and skills:

• Advanced degree (MBA or related field).
• Experience in automotive finance or consumer lending servicing.
• Experience leading global or geographically dispersed operations.
• Experience implementing automation, digital transformation, and AI-enabled operational solutions.
• Lean, Six Sigma, or other process improvement certification.

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

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.