Operations Strategy and Readiness Associate, Chase Travel

 As an Associate of Operations Strategy & Readiness, you’ll support the strategic development on new initiatives and seamless integration of changes that impact Chase Travel Operations.  This role requires an individual with skills in project management, a record of successful execution of bringing change to an operational team, driving strategic execution, and exceptional collaboration and communication skills working with partners across the business. Your expertise, insights and leadership will directly influence operational excellence and client satisfaction.

You will play a critical role in managing the vast portfolio of operations initiatives and engaging stakeholders to deliver on strategic priorities and business outcomes. The ideal candidate will be a collaborative yet independent thinker, working cross-functionally to execute on outcomes, drive integration and readiness plans that impact Travel Advisors and our Chase Travel customers. 

Job responsibilities-

• Leads end-to-end execution of servicing initiatives, balancing speed, risk, and minimal advisor/customer disruption with a customer-first mindset
• Translates strategy into readiness plans by:  aligning partners on scope, executing on timelines, and delivering on success criteria to drive controlled change, consistency across lines of business and operational efficiency
• Orchestrates cross-functional delivery across Chase Travel and stakeholders through project plan creation/evaluation, planning meetings, requirements review, and successfully execution of change by influencing milestones and trade-offs
• Collaborates with teams to integrate insights into planning, enhancing decision-making and managing advisor change saturation 
• Delivers concise leadership updates on status, risks, and mitigations through written and verbal communication channels utilizing data-driven decisions and proactively escalating, as needed
• Provides comprehensive support for AI projects by attending and actively participating in meetings, documenting action items, and serving as a subject matter expert on assigned AI products.
• Develop, curate, and manage project-related content—including presentations, reports, communications, and training materials—for advisors and stakeholders.

Required qualifications, capabilities, and skills 

• Minimum of 3 years of experience with an Operations Contact Center environment
• Must have at least 2 years of project management experience and assessing changes for impacts to the business. Experience with strategy development, optimization & project management with the ability to lead large, complex cross-LOB projects driving execution of project deliverables
• Exceptional written and verbal communications skills, including developing executive level presentation.
• Experience writing and evaluating procedural content preferred
• Competent organizational skills with keen attention to detail
• Self-motivated and able to work under own initiative with minimal direct supervision, a self-starter with persistence and optimism when obstacles surface
• Prioritization and problem-solving abilities to help manage a diverse set of change requests that have concurrent and demanding timelines 
• Strong interpersonal skills and ability to communicate and interact effectively with all levels of the business 
• Excellent Microsoft office Skills (Excel, PowerPoint, Word, Access, SharePoint)

Preferred qualifications, capabilities, and skills 

• Travel industry experience is preferred
• Ability to deal with highly confidential information in a professional manner 
• Adapts well to increasing scope and complexity of work brought on by business growth 

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

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.