Executive Director, Ultimate Rewards Operations and Enablement

Job Description

Working closely with teams across  Consumer & Community Banking , we maintain a centralized pipeline of partner benefits that supports both  branded and co-branded  credit cards. Our partnerships deliver meaningful value and experiences for customers, create incremental benefit for merchant partners, and generate scalable impact for Chase through platform-led distribution. We also advance innovation across the loyalty and open banking ecosystems and provide a cohesive partnership framework to grow and deepen relationships with large-scale commercial partners.

Job Description

Join us to shape the future of our rewards program and deliver exceptional value to our customers. Make a meaningful impact by driving innovation and collaboration across teams.

The Executive Director of Ultimate Rewards Operations & Enablement will own operational excellence across all UR redemption channels while ensuring reliable, scalable performance and strong customer outcomes. The role will oversee fraud monitoring and rewards misuse management, partnering closely with Data & Analytics, Risk, Global Security, Product, and Servicing to detect abuse patterns, mitigate program failures, and embed effective controls and policies into day-to-day execution. This leader will also benchmark competitor controls, drive governance and continuous improvement, and deliver clear enablement through procedures, playbooks, and training.

Job Responsibilities: 

• Own operational excellence across Ultimate Rewards (UR) redemption channels,  setting strategy, performance standards, and continuous-improvement routines to ensure reliable, efficient, and scalable redemptions.
• Lead fraud monitoring and rewards misuse management for UR redemptions, i ncluding detection, escalation, remediation, and control enhancements across channels and partners.
• Coordinate with Data & Analytics (D&A) and Risk  to identify, quantify, and track abuse/fraud behaviors; translate observed patterns into actionable controls, policies, and operational plays.
• Facilitate cross-functional mitigation plans  with Global Security and Servicing teams to prevent and respond to program failures (e.g., fraud spikes, control gaps, partner issues), including incident response and post-mortems.
• Inform, shape, and enable UR program policies,  ensuring policies are operationalized via procedures, training, tooling, and clear decision frameworks for frontline and back-office teams.
• Integrate with Product and Servicing  to embed controls “by design” into customer journeys, redemption experiences, and servicing workflows; influence the roadmap for tooling, automation, and customer experience.
• Assess competitor program controls and industry practices,  benchmarking UR against peers and identifying opportunities to strengthen preventive/detective controls while maintaining strong customer experience.
• Establish governance and operating cadence,  including control reviews, KPI/KRI reporting, risk acceptance/escalation paths, and stakeholder updates to senior leadership.
• Drive enablement  through documentation, playbooks, training materials, and change management to ensure consistent execution across teams and regions.

Required qualifications, capabilities and skills:

• 10+ years leading complex operations and/or fraud/risk programs in loyalty, payments, financial services, or adjacent domains.
• Proven ability to  drive operational excellence across multi-channel customer journeys (quality, controls, efficiency, scalability).
• Demonstrated partnership with  Risk, D&A, and Security to detect abuse patterns, quantify exposure, and implement effective controls.
• Strong capability in  fraud monitoring and rewards misuse management , including alerting/case workflows, escalation, and loss mitigation.
• Expertise translating  policy into execution (governance, procedures, playbooks, training, and consistent servicing enablement).
• Excellent  cross-functional leadership and influence , integrating with Product/Tech and Servicing to embed “controls by design.”
• Highly  data-driven and execution-oriented , demonstrating ability to lead incident response and change management across teams and senior stakeholders

• Bachelor’s degree in business, Finance, or related field

   

Preferred qualifications, capabilities, and skills: 

• Industry experience: 10+ years of experience in credit cards, loyalty programs, and/or financial services, with demonstrated ownership of partner/merchant relationships and commercial outcomes.
• Leadership experience: At least 5 years in a leadership role, with  Demonstrated ability to build and lead cross-functional teams in a matrixed environment.
• Strong communicator: Excellent presentation, and stakeholder management skills along with experience in financial services or consumer rewards programs strongly preferred.
• MBA or advanced degree preferred.

Additional Information: 

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.