Executive Director, High-Net-Worth Card Hospitality General Manager

Executive Director, High-Net-Worth Card Hospitality

JPMorgan Chase is seeking a dynamic and visionary Executive Director to serve as Head of High-Net-Worth Card Hospitality.

As an Executive Director within the High-Net-Worth Card team, you will lead the strategy, operations, and client experience for our HNW cardmember hospitality programs. This senior leadership role is a front-facing, relationship-driven role focused on driving best-in-class standards and delivering exceptional quality in service while ensuring alignment with JPMC brand values, operational standards, and HNW cardmember expectations.

Job Responsibilities

• Provide strategic and tactical operational oversight and ensure consistent execution of all operating standards, policies, and procedures across all aspects of the hospitality program.
• Oversee Food & Beverage management team, operating budget, and internal partner relationships to ensure exceptional service and operational efficiency.
• Lead the client experience strategy including concierge team management and services, reservations, all white glove touchpoints, and CRM initiatives to deliver a seamless and personalized client journey.
• Manage guest feedback, escalation processes, and recovery strategies to ensure client satisfaction and continuous improvement.
• Oversee membership operations, including reporting, invoicing, analytics, and process optimization to support growth and retention.
• Manage and analyze financial performance, identify key trends and risks, and implement corrective actions to achieve budget targets.
• Provide oversight for all aspects of facilities management and client service, ensuring hospitality environments meet the highest standards of quality and safety.
• Own SLA management, ensuring all partner and vendor deliverables are executed to standard and deliver on service commitments.
• Lead the creation, development and delivery of training programs, executive briefings, and strategic communications to articulate product value, ensuring seamless integration and alignment with JPMC standards.
• Cultivate and sustain executive-level relationships, acting as a trusted advisor and facilitating transparent communication and strategic feedback between CCB and operating partners to support JPMC integration.
• Provide regular reporting to senior leadership on budgets, operations, cardmember feedback and strategic recommendations, driving continuous improvement.

Required qualifications, capabilities, and skills

• 10+ senior leadership experience in luxury hospitality operations or premium high-touch service leadership with a focus on HNW clientele.
• Proven track record leading teams in complex and premium client-facing environments.
• Strong financial acumen and cost control experience with managing operating budgets and vendor contracts.
• Exceptional leadership and team management skills, with the ability to inspire and mobilize cross-functional teams.
• Strategic thinker with a passion for innovation, creativity, and delivering world-class client experiences.
• Experience in facilities management, membership operations, budgets, and analytics.
• Demonstrated ability to manage complex stakeholder relationships and drive results in a highly matrixed environment.
• A bachelor's degree is required.

Preferred qualifications, capabilities, and skills

• Advanced degree such as MBA or MS.
• Experience with high net worth and ultra-high net worth client segments, ideally within a luxury hotel and food + beverage environment
• Track record driving strategic outcomes in complex organizations.
• Strong governance and process improvement background.

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.