Senior Associate, Operations Strategy and Readiness, Chase Travel

Job Description

Join a team where you can shape how new servicing capabilities launch and scale through strong cross-functional partnership. You’ll help turn strategy into practical plans that improve consistency, efficiency, and the customer experience.

As an Operations Strategy and Readiness in Chase Travel Operations , you support the design and implementation of servicing initiatives with a focus on Lodging and Specialty Servicing. You partner across teams to surface risks early, remove blockers, and strengthen integration and readiness planning. You help deliver controlled change that supports travel advisors and customers.

Job responsibilities

• Lead end-to-end execution of servicing initiatives, balancing speed, risk, and minimal advisor and customer disruption with a customer-first mindset
• Translate strategy into readiness plans by aligning partners on scope, executing timelines, and delivering success criteria to drive controlled change and operational efficiency
• Orchestrate cross-functional delivery through project plan creation and maintenance, working sessions, requirements reviews, and change execution with clear milestone and trade-off management
• Collaborate with partners to integrate operational insights into planning, improving decision-making and helping manage advisor change saturation
• Deliver concise leadership updates on status, risks, dependencies, and mitigations using clear written and verbal communication, and escalate proactively when needed
• Execute Lodging and Specialty Servicing roadmaps to ensure strategic use cases that improve operational efficiency and advisor workflows are supported

Required qualifications, capabilities, and skills

• 3 years of experience in an operations call center environment
• 2 years of project management experience, including assessing operational change impacts
• Experience leading process improvement and optimization initiatives with defined deliverables across multiple stakeholder groups
• Strong written and verbal communication skills, including building executive-ready materials
• Strong organizational skills with consistent attention to detail
• Demonstrated ability to work independently, take initiative, and stay persistent when obstacles arise
• Proven ability to prioritize and problem-solve across concurrent workstreams with demanding timelines
• Strong interpersonal skills with the ability to collaborate effectively across levels and functions
• Proficiency in Microsoft Excel, PowerPoint, Word, Access, and SharePoint

Preferred qualifications, capabilities, and skills

• Travel industry experience
• Experience writing and evaluating operational or procedural content
• Demonstrated ability to handle confidential information with professionalism and discretion
• Comfort operating in a growing, evolving environment with increasing scope and complexity

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.