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.