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Senior Associate, Operations Strategy and Readiness, Chase Travel
senior · Operations
Join a team where you can shape how new servicing capabilities launch and scale through strong cross-functional partnership. You’ll help turn strategy into practical plans that improve consistency, efficiency, and the customer experience.
As an Operations Strategy and Readiness in Chase Travel Operations, you support the design and implementation of servicing initiatives with a focus on Lodging and Specialty Servicing. You partner across teams to surface risks early, remove blockers, and strengthen integration and readiness planning. You help deliver controlled change that supports travel advisors and customers.
Job responsibilities
- Lead end-to-end execution of servicing initiatives, balancing speed, risk, and minimal advisor and customer disruption with a customer-first mindset
- Translate strategy into readiness plans by aligning partners on scope, executing timelines, and delivering success criteria to drive controlled change and operational efficiency
- Orchestrate cross-functional delivery through project plan creation and maintenance, working sessions, requirements reviews, and change execution with clear milestone and trade-off management
- Collaborate with partners to integrate operational insights into planning, improving decision-making and helping manage advisor change saturation
- Deliver concise leadership updates on status, risks, dependencies, and mitigations using clear written and verbal communication, and escalate proactively when needed
- Execute Lodging and Specialty Servicing roadmaps to ensure strategic use cases that improve operational efficiency and advisor workflows are supported
Required qualifications, capabilities, and skills
- 3 years of experience in an operations call center environment
- 2 years of project management experience, including assessing operational change impacts
- Experience leading process improvement and optimization initiatives with defined deliverables across multiple stakeholder groups
- Strong written and verbal communication skills, including building executive-ready materials
- Strong organizational skills with consistent attention to detail
- Demonstrated ability to work independently, take initiative, and stay persistent when obstacles arise
- Proven ability to prioritize and problem-solve across concurrent workstreams with demanding timelines
- Strong interpersonal skills with the ability to collaborate effectively across levels and functions
- Proficiency in Microsoft Excel, PowerPoint, Word, Access, and SharePoint
Preferred qualifications, capabilities, and skills
- Travel industry experience
- Experience writing and evaluating operational or procedural content
- Demonstrated ability to handle confidential information with professionalism and discretion
- Comfort operating in a growing, evolving environment with increasing scope and complexity