Lounge Operations Senior Analyst

Job Description

Help shape and sustain premium airport lounge experiences from opening readiness through ongoing operations.  You will bring structure to cross-functional projects, help teams prepare for successful launches, and support consistent program execution and continuous improvement across the lounge network.

Job Summary

As a Lounge Operations Support and Readiness Senior Analyst in Airport Lounge Benefits, you will serve as a shared resource supporting operational projects, new lounge readiness, and post-launch program adherence and refinement. You will coordinate project plans, review and develop training materials and standard operating procedures, and help establish the administrative controls needed for successful lounge openings. Following launch, you will work with internal teams and lounge operators to identify improvement opportunities, reinforce program requirements, and support reliable day-to-day operations.

Job Responsibilities

• Coordinate operational readiness activities for new lounge openings, including project plans, milestones, dependencies, risks, and outstanding decisions.

• Maintain project trackers and provide clear, timely updates to internal partners, lounge operators, and project stakeholders.

• Support project management for ad hoc initiatives, operational enhancements, and cross-functional workstreams across the lounge program.

• Review field training collateral for accuracy, clarity, operational relevance, and alignment with established program standards.

• Develop selected training resources, operating guides, and support materials, while partnering with subject matter experts on specialized content.

• Draft, document, and maintain standard operating procedures, opening playbooks, checklists, and other operational resources.

• Help establish and coordinate administrative controls, documentation, and operating routines as new lounges prepare to open.

• Provide post-launch support by monitoring program adherence, gathering stakeholder feedback, identifying gaps, and coordinating refinements to processes and materials.

• Assist with the management of lounge facilities maintenance needs by tracking reported issues, coordinating with relevant partners, and monitoring items through resolution.

• Coordinate across internal teams, lounge operators, vendors, and other business partners to resolve issues and keep projects moving.

• Organize project documentation, meeting materials, status reporting, action items, and follow-up activities to support effective execution and decision-making.

Required Qualifications, Capabilities, and Skills

• Three plus years of experience in project coordination, operational readiness, training, hospitality operations, travel, aviation, or another customer-facing service environment.

• Experience coordinating projects involving multiple stakeholders, workstreams, deadlines, and dependencies.

• Experience developing and maintaining project plans, trackers, status reports, meeting materials, and action logs.

• Experience supporting operational readiness, training implementation, or the launch of new programs, services, or physical locations.

• Strong written communication skills, including the ability to create clear procedures, training resources, presentations, and operational documentation.

• Ability to review detailed materials, identify gaps or inconsistencies, and recommend practical improvements.

• Strong organizational skills with the ability to manage multiple priorities and deliverables in a changing environment.

• Ability to collaborate effectively with internal teams, lounge operators, vendors, and subject matter experts.

• Sound judgment and attention to detail when handling operational processes, documentation, and administrative controls.

• Proficiency with standard productivity tools used to create presentations, documents, spreadsheets, and project trackers.

• Willingness to travel on a limited, ad hoc basis to support lounge openings or other operational priorities.

Preferred Qualifications, Capabilities, and Skills

• Experience in airport lounges, hospitality, aviation, travel, premium customer experiences, or luxury service environments is strongly preferred.

• Experience supporting the opening or operational readiness of a customer-facing physical location.

• Experience developing readiness training, field training materials, standard operating procedures, or operating playbooks.

• Experience supporting post-launch stabilization, program adherence, process refinement, or continuous improvement.

• Familiarity with facilities maintenance coordination, issue tracking, or operational service management.

• Experience working with third-party operators, vendors, or other external service partners.

• Familiarity with operational controls, governance routines, or documentation requirements in a control-focused environment.

Additional Information

• This position is based in New York City.

• This opportunity is available to internal candidates only.

• Limited, ad hoc travel may be required to support lounge openings and operational priorities.

• The role may occasionally require schedule flexibility during lounge openings or other time-sensitive operational activities.

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.