Executive Director - Escalations Strategy, Customer Experience & Operational Transformation

Step into a highly influential leadership role as Executive Director of Escalations Strategy, Customer Experience, and Operational Transformation. In this enterprise-facing position, you will lead a broad portfolio focused on complaint prevention, escalations governance, customer experience excellence, operational risk intelligence, workforce transformation, AI-enabled insights, and strategic business execution. You will drive initiatives that improve customer outcomes, reduce organizational friction, strengthen operational performance, and advance the firm's ability to identify and resolve customer issues before they become complaints. 

As an Executive Director within JPMorganChase, you will oversee large-scale programs spanning complaint management, customer experience strategy, operational excellence, issue detection and resolution, business transformation, controls oversight, and organizational effectiveness. You will partner closely with senior leaders across Operations, Product, Technology, Risk, Compliance, Legal, Customer Experience, and Strategy organizations to ensure sustainable execution of initiatives that improve customer satisfaction, reduce operational risk, and enhance business performance. 

You will lead teams responsible for complaint reduction strategies, escalations oversight, customer journey improvement, customer intelligence reporting, trend and root cause analysis, strategic initiative execution, workforce modernization, AI adoption, and operational governance. Through innovation, analytics, process transformation, and cross-functional leadership, you will build scalable frameworks that strengthen accountability, improve customer outcomes, and create a future-state operating model focused on predictive customer risk intelligence and friction prevention. 

Job Responsibilities:

• Lead enterprise complaint management, escalations strategy, and customer experience programs that improve customer outcomes and reduce organizational friction.
• Drive strategic transformation initiatives across Operations, including customer interaction measurement, complaint prevention, issue identification, workforce optimization, and operational excellence programs. 
• Establish governance and accountability frameworks that improve visibility into emerging customer issues, operational risks, complaint trends, and execution progress. 
• Lead customer intelligence and analytics capabilities that leverage reporting, AI, transcript analysis, trend monitoring, and data-driven insights to proactively identify opportunities for improvement. 
• Oversee cross-functional programs focused on customer journey enhancement, service recovery excellence, complaint reduction, callback effectiveness, channel optimization, and process simplification. 
• Partner with Product, Technology, Operations, Risk, Compliance, Legal, and Customer Experience teams to influence enterprise priorities and drive meaningful business outcomes. 
• Direct root cause analysis, trend identification, and business improvement efforts that address systemic customer pain points and operational inefficiencies. 
• Champion AI, automation, and emerging technologies that modernize operations, improve decision-making, and create scalable customer-focused solutions. 
• Build, develop, and inspire high-performing leadership teams while fostering a culture of innovation, accountability, continuous improvement, and customer obsession. 
• Influence executive decision-making by translating complex operational data, customer insights, and strategic trends into actionable recommendations that improve business performance and risk outcomes. 

Required Qualifications, Capabilities, and Skills:

• Demonstrated expertise leading large-scale operations, customer experience, complaint management, or business transformation organizations within a complex, highly regulated environment.
• Proven ability to lead executive-level strategic initiatives that drive measurable improvements in customer outcomes, operational performance, and organizational effectiveness.
• Significant experience leveraging advanced analytics, reporting, and root cause methodologies to identify opportunities and influence decision-making.
• Strong executive presence with demonstrated success influencing senior leaders and driving cross-functional alignment across multiple organizations.
• Experience leading large teams through organizational change, process transformation, and business modernization efforts.
• Proven ability to design and implement governance frameworks, operating models, and performance management structures that improve accountability and execution.
• Comprehensive understanding of operational risk, controls, compliance, customer experience, and regulatory considerations within large financial institutions.
• Experience utilizing technology, automation, and AI capabilities to improve efficiency, customer outcomes, and business intelligence.

Preferred Qualifications, Capabilities, and Skills:

• Expertise in complaint management, escalations operations, customer advocacy, customer experience strategy, or service recovery organizations.
• Demonstrated ability to build predictive analytics and intelligence capabilities that identify emerging customer risks before issues escalate.
• Experience implementing AI-enabled operational solutions, transcript analytics, customer intelligence programs, and workflow automation technologies.
• Deep understanding of customer journey management, operational effectiveness, and enterprise-wide process improvement methodologies.
• Proven success leading highly visible strategic programs requiring collaboration across Operations, Product, Technology, Risk, Compliance, and Executive Leadership teams.
• Strong coaching and leadership development capabilities with a track record of building scalable, high-performing organizations and successor talent pipelines.

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