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Executive Director, High-Net-Worth Card Hospitality General Manager
senior · Luxury & Retail
JPMorgan Chase is seeking a dynamic and visionary Executive Director to serve as Head of High-Net-Worth Card Hospitality.
As an Executive Director within the High-Net-Worth Card team, you will lead the strategy, operations, and client experience for our HNW cardmember hospitality programs. This senior leadership role is a front-facing, relationship-driven role focused on driving best-in-class standards and delivering exceptional quality in service while ensuring alignment with JPMC brand values, operational standards, and HNW cardmember expectations.
Job Responsibilities
- Provide strategic and tactical operational oversight and ensure consistent execution of all operating standards, policies, and procedures across all aspects of the hospitality program.
- Oversee Food & Beverage management team, operating budget, and internal partner relationships to ensure exceptional service and operational efficiency.
- Lead the client experience strategy including concierge team management and services, reservations, all white glove touchpoints, and CRM initiatives to deliver a seamless and personalized client journey.
- Manage guest feedback, escalation processes, and recovery strategies to ensure client satisfaction and continuous improvement.
- Oversee membership operations, including reporting, invoicing, analytics, and process optimization to support growth and retention.
- Manage and analyze financial performance, identify key trends and risks, and implement corrective actions to achieve budget targets.
- Provide oversight for all aspects of facilities management and client service, ensuring hospitality environments meet the highest standards of quality and safety.
- Own SLA management, ensuring all partner and vendor deliverables are executed to standard and deliver on service commitments.
- Lead the creation, development and delivery of training programs, executive briefings, and strategic communications to articulate product value, ensuring seamless integration and alignment with JPMC standards.
- Cultivate and sustain executive-level relationships, acting as a trusted advisor and facilitating transparent communication and strategic feedback between CCB and operating partners to support JPMC integration.
- Provide regular reporting to senior leadership on budgets, operations, cardmember feedback and strategic recommendations, driving continuous improvement.
Required qualifications, capabilities, and skills
- 10+ senior leadership experience in luxury hospitality operations or premium high-touch service leadership with a focus on HNW clientele.
- Proven track record leading teams in complex and premium client-facing environments.
- Strong financial acumen and cost control experience with managing operating budgets and vendor contracts.
- Exceptional leadership and team management skills, with the ability to inspire and mobilize cross-functional teams.
- Strategic thinker with a passion for innovation, creativity, and delivering world-class client experiences.
- Experience in facilities management, membership operations, budgets, and analytics.
- Demonstrated ability to manage complex stakeholder relationships and drive results in a highly matrixed environment.
- A bachelor’s degree is required.
Preferred qualifications, capabilities, and skills
- Advanced degree such as MBA or MS.
- Experience with high net worth and ultra-high net worth client segments, ideally within a luxury hotel and food + beverage environment
- Track record driving strategic outcomes in complex organizations.
- Strong governance and process improvement background.