Business Operations Manager - MLAI Admin

Digital Operations Collaboration Lead

Join a center-led Customer Experience (CX) transformation team shaping omni-channel experiences by identifying friction, aligning partners, and scaling what works. Bring an interest in communications and analytics to help accelerate smarter, more seamless customer journeys.

As the Digital Operations Collaboration Lead in the CX transformation team, you will lead initiatives that seamlessly integrate digital solutions with the Consumer & Community Banking (CCB) Operations Digital Champion team, reducing friction and enhancing customer experiences across omnichannel platforms. You will be responsible for developing and implementing strategies that drive operational efficiencies, ensuring that our digital initiatives align with business objectives and customer needs. Your ability to collaborate with cross-functional teams will be key in identifying and prioritizing initiatives that improve customer satisfaction and drive strategic growth. You will track and analyze key success metrics, providing insights that inform strategic decisions and promote data-driven decision-making. By championing innovation and continuous improvement, you will foster a culture of collaboration and excellence, ensuring that our digital offerings remain competitive and impactful.

Job Responsibilities:

• Develop and implement strategies and processes to integrate digital solutions with CCB Operations, enhancing customer journeys and reducing friction.
• Collaborate with cross-functional teams to identify and prioritize initiatives that drive operational efficiencies and improve customer experience.
• Develop and implement framework and approach to operationalizing development of industry leading customer journeys.
• Lead efforts to track and analyze key success metrics, providing insights to inform strategic decisions.
• Partner with stakeholders to ensure alignment of digital initiatives with business objectives and customer needs.
• Champion innovation and continuous improvement, fostering a culture of collaboration and data-driven decision-making.
• Promote and market the successes and learnings across key stakeholders and partner teams to drive increased awareness and adoption of a journey-led approach to driving innovation.

Required Qualifications, Capabilities, and Skills:

• 8+ years of experience in digital operations, strategy, or a related field.
• Strong analytical and problem-solving skills, with the ability to drive actionable insights.
• Excellent communication and collaboration skills, with experience working in a matrixed organization.
• Proven ability to lead cross-functional teams and manage complex projects.

Preferred Qualifications, Capabilities, and Skills

• Experience in financial services or a similar industry is preferred.

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction. Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.