Vice President, Ultimate Rewards Operations and Enablement

JPMorgan Chase & Co.•New York, NY

11d•$97,755 - $191,100

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 Vice President of Ultimate Rewards Operations & Enablement will report to the Executive Director of Ultimate Rewards Operations & Enablement. You will drive operational excellence across all Ultimate Rewards (UR) redemption channels, ensuring reliable, scalable performance and strong customer outcomes. This role will lead day-to-day operations enablement and control execution across 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 help embed effective controls and policies into execution. The VP will also support competitor benchmarking, governance routines, and continuous improvement, delivering enablement through procedures, playbooks, and training.

Requirements

6-8 years of experience in complex operations and/or fraud/risk programs in loyalty, payments, financial services, or adjacent domains.
Demonstrated 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.
Experience translating policy into execution (governance routines, procedures, playbooks, training, and servicing enablement).
Strong cross-functional leadership and influence, partnering with Product/Tech and Servicing to embed “controls by design.”
Highly data-driven and execution-oriented; ability to support incident response and deliver change management across teams and senior stakeholders.
Bachelor’s degree in Business, Finance, or related field (or equivalent experience).

Nice To Haves

Experience in credit cards, loyalty programs, and/or financial services with direct accountability for operational performance, control outcomes, and customer experience metrics.
Prior people leadership and/or demonstrated leadership of cross-functional workstreams in a matrixed environment.
Strong communicator with executive-ready writing and presentations; strong stakeholder management across Operations, Product/Tech, Risk, and Servicing.

Responsibilities

Operational excellence across UR redemptions: Drive operational performance across UR redemption channels by defining standards, routines, and continuous-improvement actions to ensure reliable, efficient, and scalable redemptions.
Fraud monitoring & rewards misuse management: Centralize monitoring and operational response for fraud and rewards misuse across UR redemption channels and partners, including detection, escalation, remediation coordination, and control enhancement.
Insights-to-controls translation: Partner with Data & Analytics (D&A) and Risk to identify, quantify, and track abuse/fraud behaviors; translate observed patterns into actionable controls, policies, thresholds, and operational plays.
Cross-functional mitigation & incident response: Coordinate 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 support and post-mortems with documented actions.
Policy operationalization & enablement: Help shape UR program policies and ensure they are operationalized via procedures, training, tooling, and clear decision frameworks for frontline and back-office teams.
Controls-by-design partnership: Partner with Product and Servicing to embed controls into customer journeys, redemption experiences, and servicing workflows; contribute requirements and influence the roadmap for tooling, automation, and customer experience improvements.
Competitor benchmarking: Assess competitor program controls and industry practices; benchmark UR against peers and recommend opportunities to strengthen preventive/detective controls while maintaining a strong customer experience.
Governance & operating cadence: Drive governance routines including control reviews, KPI/KRI reporting, escalation paths, issue tracking, and regular stakeholder updates; prepare materials for senior leadership reviews.
Documentation & change management: Deliver enablement through documentation, playbooks, training materials, and change management to ensure consistent execution across teams and regions.