Community Impact Operations Leader

Job Description

You will help expand access to meaningful careers by building virtual customer service teams in communities that have been overlooked for job growth.

As a Community Impact Operations Leader (Vice President) in Chase Customer Service , you will build and support virtual inbound customer service operations in strategically identified communities. You will deliver consistent service, quality, and employee experience outcomes while expanding the firm’s talent pipeline into new markets. You will co-lead execution of the Military Spouse Program , enabling virtual recruitment, hiring, training, and continuity of employment as families relocate. You will set a strong operating cadence and governance model that drives performance, surfaces risks early, and provides clear executive communications. You will represent JPMorganChase with professionalism in community forums and public-facing settings aligned to firm commitments.

 

Job responsibilities

• Lead virtual inbound customer service operations in targeted communities, delivering defined service, quality, and employee experience outcomes.
• Execute end-to-end operating plans for the Military Spouse Program, spanning recruiting, onboarding, training, performance management, retention, and career development.
• Establish operating cadence and governance, including goal setting, stakeholder alignment, risk and issue management, and executive-level reporting.
• Build and sustain cross-functional partnerships across JPMorganChase to align priorities, coordinate resources, and accelerate impact.
• Develop and run community outreach strategies that strengthen trust and improve hiring and employee success outcomes.
• Manage external stakeholder relationships with non-profit organizations, community development financial institutions, military leaders, workforce development partners, and local government.
• Translate community and stakeholder needs into scalable operational processes that can be replicated across markets.
• Drive metrics-based performance management using data to identify trends, improve outcomes, and strengthen operational rigor.
• Embed employee engagement and development practices that reinforce culture, performance, and retention in virtual operating models.
• Document critical processes, controls, and procedures to support consistent execution and audit-ready operations.
• Represent JPMorganChase in community and media-facing settings with disciplined messaging and readiness for required media training.

Required qualifications, capabilities, and skills

• 10+ years of leadership experience in operations, workforce development, community development, military affairs, or related fields with accountability for performance outcomes.
• Demonstrated strategic operations leadership experience, including program governance, operating cadence, stakeholder alignment, and executive communications.
• Proven ability to build, lead, and develop teams in virtual and/or multi-site operating models.
• Strong stakeholder management capability across internal functions and external community partners, including senior-level engagement.
• Demonstrated ability to translate strategy into measurable execution plans with clear milestones, owners, and performance indicators.
• Proficiency using data and operational metrics to manage performance, identify trends, and improve customer and employee outcomes.
• Experience managing operational risks and issues through structured escalation, decisioning, and communication routines.
• Strong written and verbal communication skills, including executive-ready updates and narrative clarity for public settings.
• Ability to operate effectively in high-visibility environments requiring judgment, discretion, and message discipline.
• Must reside in Tempe, Arizona.
• Ability to travel 25% and work in-office per business requirements.

Preferred qualifications, capabilities, and skills

• Military experience.
• Experience leading programs that recruit, hire, and train talent through virtual pathways.
• Demonstrated experience designing or scaling workforce development initiatives in partnership with community stakeholders.
• Experience representing an organization in community forums and media-facing engagements.
• Experience building repeatable playbooks and standard operating procedures to support scaling across markets.
• Experience partnering to deliver financial health education or related employee support programming.
• Experience leading complex cross-functional change efforts spanning multiple business areas.

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 are here to help you manage your money with checking, savings and credit cards, combining the latest banking technology with comprehensive solutions to meet the financial needs of nearly half of U.S. households.