Executive Director, High-Net-Worth Card Hospitality General Manager

JPMorgan Chase & Co.•New York, NY

28d•$171,000 - $260,000

About The Position

As an Executive Director within the High-Net-Worth Card team, you will lead the strategy, operations, and client experience for our HNW cardmember hospitality programs. This senior leadership role is a front-facing, relationship-driven role focused on driving best-in-class standards and delivering exceptional quality in service while ensuring alignment with JPMC brand values, operational standards, and HNW cardmember expectations.

Requirements

10+ senior leadership experience in luxury hospitality operations or premium high-touch service leadership with a focus on HNW clientele.
Proven track record leading teams in complex and premium client-facing environments.
Strong financial acumen and cost control experience with managing operating budgets and vendor contracts.
Exceptional leadership and team management skills, with the ability to inspire and mobilize cross-functional teams.
Strategic thinker with a passion for innovation, creativity, and delivering world-class client experiences.
Experience in facilities management, membership operations, budgets, and analytics.
Demonstrated ability to manage complex stakeholder relationships and drive results in a highly matrixed environment.
A bachelor’s degree is required.

Nice To Haves

Advanced degree such as MBA or MS.
Experience with high net worth and ultra-high net worth client segments, ideally within a luxury hotel and food + beverage environment
Track record driving strategic outcomes in complex organizations.
Strong governance and process improvement background.

Responsibilities

Provide strategic and tactical operational oversight and ensure consistent execution of all operating standards, policies, and procedures across all aspects of the hospitality program.
Oversee Food & Beverage management team, operating budget, and internal partner relationships to ensure exceptional service and operational efficiency.
Lead the client experience strategy including concierge team management and services, reservations, all white glove touchpoints, and CRM initiatives to deliver a seamless and personalized client journey.
Manage guest feedback, escalation processes, and recovery strategies to ensure client satisfaction and continuous improvement.
Oversee membership operations, including reporting, invoicing, analytics, and process optimization to support growth and retention.
Manage and analyze financial performance, identify key trends and risks, and implement corrective actions to achieve budget targets.
Provide oversight for all aspects of facilities management and client service, ensuring hospitality environments meet the highest standards of quality and safety.
Own SLA management, ensuring all partner and vendor deliverables are executed to standard and deliver on service commitments.
Lead the creation, development and delivery of training programs, executive briefings, and strategic communications to articulate product value, ensuring seamless integration and alignment with JPMC standards.
Cultivate and sustain executive-level relationships, acting as a trusted advisor and facilitating transparent communication and strategic feedback between CCB and operating partners to support JPMC integration.
Provide regular reporting to senior leadership on budgets, operations, cardmember feedback and strategic recommendations, driving continuous improvement.