Location: Wilmington, DE, United States

Intro Marketing Language

Join an innovative, fast paced team working to drive Card Operations strategy at a time when AI and machine learning are reshaping how we serve customers. You'll lead initiatives that are top priorities for both the Operations team and the Card business, with a focus on improving experiences for Sapphire Reserve and other affluent cardmembers. This role provides meaningful exposure to senior leaders and the chance to partner across the Card business, Product, and Operations. It's well suited for someone who enjoys solving complex problems, working across functions, and translating customer insights into compelling strategies. 

Job Summary

As a Business Operations Manager in the Consumer and Community Banking Operations Strategy Team, you will develop strategy, drive innovation, and support transformation efforts to deliver a connected and optimized customer experience. You will address strategic priorities set by senior executives and focus on solving critical challenges in Operations including servicing models, journey design, and implementation of AI tools. You will identify opportunities to improve customer experiences, based on AI-driven customer insights and data. In this role, you will partner with the Operations team, Product Owners and the lines of business to create transparency and aid in the execution of digital capabilities, with a lens toward customer obsession. You will develop strategies and mobilize the organization toward strategic execution. 

Job Responsibilities:

• Partner with various Card/Retail teams and analytics to leverage AI tools and machine learning insights to inform product decisions, improve the customer experience, and reduce customer calls. 

• Lead the Card/Retail feedback loop for key moments in the customer lifecycle (product launches, product refreshes, etc.) leveraging machine learning data.

• Lead key Operations initiatives to uplift the customer experiences for Sapphire and broader affluent cardmembers, including journey mapping.  

• Influence the affluent strategic Operations agenda by being an objective thought partner to Product and Operations leaders, beyond immediate scope of engagements.

• Embrace an AI mindset. Lead in accelerating and generating new, innovative ideas and staying abreast of market trends. 

• Promote collaboration and influence a broad group of stakeholders and partners as well as work closely with our Product and Client Service organizations. 

• Analyze and synthesize key insights from analytics, customer research, competitive and market analysis, and company information to provide context and perspective and to help drive strategic priorities.

• Manage ongoing executive updates for Operations and Card business. 

Required qualifications, capabilities and skills

• Undergraduate degree and 10 years of experience in financial services, strategy, and/or consulting.

• Proven ability to distill complex information into concise, compelling narratives for senior and C-suite audiences. Strong PowerPoint skills with a track record of creating polished executive-level presentations. Excellent written and verbal communication skills.

• Demonstrated ability to structure ambiguous problems, develop frameworks, and drive toward solutions with incomplete information. Comfort operating in a fast-changing environment where priorities can shift. 

• Proven ability to influence without direct authority building alignment across functions, levels, and competing priorities. Strong relationship-building skills with the ability to earn trust quickly and navigate organizational complexity.

• Analytically minded and experienced analyzing data to distill key insights.

• A self-starter with a bias toward action and intellectual curiosity. 

• Frequent user of AI tools/LLMs.

• Broad thinker with the ability to inspire confidence.

• Collaborative attitude and willingness to work with internal and external stakeholders, globally.

Preferred Qualifications

• Familiarity with Chase affluent credit card products and Operations functions. 

 

 

Opportunity to have a significant impact driving Card Operations strategy, affluent initiatives, and AI-led CX improvements.