Executive Director, Customer Service Site Leader — Credit Card & Retail Banking Operations

JPMorgan Chase & Co.•Tempe, AZ

26d•Onsite

About The Position

You will lead a high-impact customer service operation that supports critical moments for customers every day. In this role, you will shape how we deliver consistent, high-quality service while building a strong, inclusive culture for a large team. You will partner across operations, product, technology, data, and risk to simplify work, improve outcomes, and scale what works. If you are energized by disciplined leadership, continuous improvement, and developing leaders at scale, this role offers the opportunity to make a measurable difference. As an Executive Director – Customer Service Site Leader in Customer Service Operations, you will lead the Orlando site and deliver strong outcomes for customers, colleagues, and the firm. You will run a disciplined operating model that improves service levels, quality, and productivity while strengthening the end-to-end customer experience. You will build strong partnerships across teams to execute priorities, solve problems quickly, and sustain performance. You will lead with an AI-first mindset to simplify, automate, and safely augment servicing workflows. You will lead a team of approximately 800 employees supporting credit card and retail banking customer service. You will coach and develop managers, reinforce clear expectations, and build a culture of accountability and continuous learning. You will also ensure changes are implemented with appropriate controls, monitoring, and feedback loops.

Requirements

Bachelor’s degree or equivalent work experience
10+ years of senior operations leadership experience managing large teams
Demonstrated track record of delivering high-impact results with a strong focus on customer experience
Proven ability to drive efficiency and continuous improvement in a fast-paced environment
Strong leadership and people management skills, with experience developing leaders and managers at scale
Excellent written and verbal communication skills, with the ability to create clarity and influence stakeholders at all levels
Strong analytical and problem-solving skills, with comfort making data-driven decisions
Working knowledge of risk, control, and operational management concepts, including interpreting policy and procedure impacts
Experience leading in a matrix environment and delivering results through partnership and influence
Strong program and project management discipline, including action planning and measurable outcomes
Learning agility and the ability to adopt new and emerging technologies

Nice To Haves

Call center and customer service operations experience (credit card and/or retail banking preferred)
Budgeting, capacity planning, and forecasting experience
Strong judgment and timely decision-making in dynamic environments
Demonstrated ability to remain calm under pressure and adapt to changing needs and deadlines
Curiosity and willingness to challenge the status quo to improve outcomes
Experience and working knowledge of the United States banking industry

Responsibilities

Lead site performance against priorities by coordinating execution across operations, product, technology, data and analytics, workforce management, training, quality, risk, and controls
Establish strong operating routines with shared goals, clear decision rights, action tracking, and measurable outcomes
Deliver consistent results against service level, quality, and productivity targets while improving the customer experience across channels
Use metrics and disciplined performance management to identify gaps early, prioritize high-impact levers, and sustain improvements
Champion an AI-first approach by asking how work can be simplified, automated, or augmented safely to improve cycle times and colleague experience
Identify and prioritize opportunities such as repeat contacts, call drivers, knowledge access, after-contact work, quality insights, training acceleration, and workflow routing
Sponsor change adoption by translating capabilities into frontline workflows, enabling effective training and communications, and reinforcing standards through coaching
Ensure strong governance for AI-enabled and operational changes, including risk review, appropriate controls, solution monitoring, and continuous feedback loops
Develop leaders and managers at scale by setting expectations, coaching performance, and building an inclusive, engaging culture
Attract and retain diverse talent while supporting employee satisfaction and retention goals
Manage financial stewardship by forecasting expenses, reviewing results, and taking timely actions to deliver against budget and operational standards