Executive Director, Airport Lounge Experience

Executive Director Lounge Experience

Help set a new standard for premium travel experiences. In this role, you will shape how Sapphire Lounges deliver exceptional hospitality and seamless digital engagement across every guest touchpoint.

Job Summary

As an Executive Director Lounge Experience in the Sapphire lounge team, you lead the strategic vision, development, and execution of the end-to-end Sapphire Lounge experience across guest experience, operations, hospitality, food and beverage, marketing, and digital engagement. You partner across travel, operations, marketing, product, digital, analytics, design, and external operators to evolve the lounge network and strengthen performance. You lead a high-performing team and work closely with operating partners and airport stakeholders to improve guest satisfaction, loyalty, and business outcomes.

Job Responsibilities

• Lead the overall strategy, development, and execution of the Sapphire Lounge roadmap across guest experience, operational excellence, hospitality, marketing, and digital experience.
• Define and evolve the hospitality vision and service standards to deliver premium, consistent experiences across lounge locations.
• Own lounge network performance, using guest feedback, audits, research, and operational metrics to drive continuous improvement.
• Build and maintain senior relationships with lounge operating partners, airport authorities, hospitality vendors, and strategic partners to ensure consistent execution.
• Establish operating standards, service protocols, and performance frameworks that improve service quality and operational excellence.
• Lead food and beverage strategy, culinary partnerships, wellness offerings, and experiential programming that differentiates the lounge experience.
• Oversee the end-to-end guest journey, identifying opportunities to improve service, personalization, digital engagement, and operational efficiency.
• Align events, activations, talent collaborations, and programming with Sapphire brand strategy and customer expectations.
• Partner with digital and product teams to develop and enhance digital experiences supporting lounge access, member engagement, travel benefits, and customer communications.
• Lead integrated marketing and communications strategies to increase awareness and utilization, including long-term planning, investment prioritization, and business case development.
• Define and monitor key performance indicators across guest satisfaction, utilization, service quality, digital engagement, employee engagement, and business outcomes.

Required Qualifications, Capabilities, and Skills

• Ten or more years of leadership experience in hospitality, guest experience, operations, premium travel, experiential marketing, luxury services, or related customer-focused industries.
• Deep understanding of hospitality operations, service excellence, customer experience design, and premium customer expectations.
• Proven success leading large-scale, customer-facing experiences and operational programs across multiple locations.
• Experience managing operating partners, service providers, and external vendors in hospitality or service environments.
• Strong understanding of digital customer experiences, product development, and omnichannel engagement strategies.
• Demonstrated ability to use customer insights, operational data, and performance metrics to drive meaningful improvements.
• Exceptional leadership, partnership, and influencing skills within highly matrixed organizations.
• Track record of building and leading high-performing teams.
• Strong strategic, analytical, and problem-solving skills with the ability to balance vision and operational execution.
• Outstanding executive communication and stakeholder management skills.
• Bachelor's degree required.

Preferred Qualifications, Capabilities, and Skills

• Master of business administration or related advanced degree.
• Experience in airport lounges, luxury hospitality, premium travel, hotels, restaurants, private clubs, or experiential service environments.
• Experience leading food and beverage strategy, hospitality programming, or premium service operations.
• Demonstrated success building and scaling hospitality or guest experience programs across multiple locations.
• Passion for hospitality and delivering exceptional experiences for premium and high-net-worth clients.

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.

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.