Senior Associate Partnership Operations

JPMorgan Chase & Co.•Wilmington, DE

About The Position

As a Senior Associate Partnership Operations in Card Services, you own cross-partner monitoring, issue management, and customer experience reporting across key co-brand relationships. You work with partners and internal teams to track complaint trends, drive root-cause resolution, and strengthen controls. You help design simple, repeatable processes that keep programs compliant and customers satisfied. Your work reduces risk while improving outcomes across high-visibility partnerships.

Requirements

3+ years of professional experience in risk, operations, customer experience, or related fields
Strong analytical and problem‑ solving skills; comfort with trend and root‑cause analysis
Excellent written and verbal communication; confident stakeholder management
Proven ability to juggle multiple priorities and deadlines across teams
High attention to detail with strong organization and follow‑through
Proficiency with Microsoft Word, Excel, and PowerPoint
Results‑oriented self‑starter who takes ownership and drives outcomes

Nice To Haves

Experience in controls, customer experience, or project/program management
Exposure to co-brand or strategic partner environments
Familiarity with complaint management workflows and metrics
Experience supporting audits, exams, or regulatory requests
Process improvement mindset
Comfort presenting insights and recommendations to varying audiences
Experience collaborating with external partners

Responsibilities

Own and enhance cross-partner control processes and reporting
Serve as point of contact for partner-related complaints and customer experience issues
Perform trend analysis; drive root-cause identification and remediation plans
Streamline complaint handling to improve speed and quality of response
Collaborate with Controls, Compliance, Legal, Risk, Servicing, and partner teams
Recommend process and policy improvements based on insights and themes
Track control effectiveness and customer satisfaction metrics; publish dashboards
Support audits, regulatory reviews, and remediation activities
Manage multiple partners and workstreams with clear prioritization
Prepare and deliver concise updates to leadership and stakeholders
Foster a culture of continuous improvement and operational excellence