Executive Director, Ultimate Rewards Operations and Enablement

JPMorgan Chase & Co.•New York, NY

10d•$144,637 - $294,500

About The Position

Join us to shape the future of our rewards program and deliver exceptional value to our customers. Make a meaningful impact by driving innovation and collaboration across teams. The Executive Director of Ultimate Rewards Operations & Enablement will own operational excellence across all UR redemption channels while ensuring reliable, scalable performance and strong customer outcomes. The role will oversee fraud monitoring and rewards misuse management, partnering closely with Data & Analytics, Risk, Global Security, Product, and Servicing to detect abuse patterns, mitigate program failures, and embed effective controls and policies into day-to-day execution. This leader will also benchmark competitor controls, drive governance and continuous improvement, and deliver clear enablement through procedures, playbooks, and training.

Requirements

10+ years leading complex operations and/or fraud/risk programs in loyalty, payments, financial services, or adjacent domains.
Proven ability to drive operational excellence across multi-channel customer journeys (quality, controls, efficiency, scalability).
Demonstrated partnership with Risk, D&A, and Security to detect abuse patterns, quantify exposure, and implement effective controls.
Strong capability in fraud monitoring and rewards misuse management, including alerting/case workflows, escalation, and loss mitigation.
Expertise translating policy into execution (governance, procedures, playbooks, training, and consistent servicing enablement).
Excellent cross-functional leadership and influence, integrating with Product/Tech and Servicing to embed “controls by design.”
Highly data-driven and execution-oriented, demonstrating ability to lead incident response and change management across teams and senior stakeholders
Bachelor’s degree in business, Finance, or related field

Nice To Haves

Industry experience: 10+ years of experience in credit cards, loyalty programs, and/or financial services, with demonstrated ownership of partner/merchant relationships and commercial outcomes.
Leadership experience: At least 5 years in a leadership role, with Demonstrated ability to build and lead cross-functional teams in a matrixed environment.
Strong communicator: Excellent presentation, and stakeholder management skills along with experience in financial services or consumer rewards programs strongly preferred.
MBA or advanced degree preferred.

Responsibilities

Own operational excellence across Ultimate Rewards (UR) redemption channels, setting strategy, performance standards, and continuous-improvement routines to ensure reliable, efficient, and scalable redemptions.
Lead fraud monitoring and rewards misuse management for UR redemptions, including detection, escalation, remediation, and control enhancements across channels and partners.
Coordinate with Data & Analytics (D&A) and Risk to identify, quantify, and track abuse/fraud behaviors; translate observed patterns into actionable controls, policies, and operational plays.
Facilitate cross-functional mitigation plans with Global Security and Servicing teams to prevent and respond to program failures (e.g., fraud spikes, control gaps, partner issues), including incident response and post-mortems.
Inform, shape, and enable UR program policies, ensuring policies are operationalized via procedures, training, tooling, and clear decision frameworks for frontline and back-office teams.
Integrate with Product and Servicing to embed controls “by design” into customer journeys, redemption experiences, and servicing workflows; influence the roadmap for tooling, automation, and customer experience.
Assess competitor program controls and industry practices, benchmarking UR against peers and identifying opportunities to strengthen preventive/detective controls while maintaining strong customer experience.
Establish governance and operating cadence, including control reviews, KPI/KRI reporting, risk acceptance/escalation paths, and stakeholder updates to senior leadership.
Drive enablement through documentation, playbooks, training materials, and change management to ensure consistent execution across teams and regions.