As an Associate of Operations Strategy & Readiness, you’ll support the strategic development on new initiatives and seamless integration of changes that impact Chase Travel Operations. This role requires an individual with skills in project management, a record of successful execution of bringing change to an operational team, driving strategic execution, and exceptional collaboration and communication skills working with partners across the business. Your expertise, insights and leadership will directly influence operational excellence and client satisfaction.
You will play a critical role in managing the vast portfolio of operations initiatives and engaging stakeholders to deliver on strategic priorities and business outcomes. The ideal candidate will be a collaborative yet independent thinker, working cross-functionally to execute on outcomes, drive integration and readiness plans that impact Travel Advisors and our Chase Travel customers.
Job responsibilities-
- Leads end-to-end execution of servicing initiatives, balancing speed, risk, and minimal advisor/customer disruption with a customer-first mindset
- Translates strategy into readiness plans by: aligning partners on scope, executing on timelines, and delivering on success criteria to drive controlled change, consistency across lines of business and operational efficiency
- Orchestrates cross-functional delivery across Chase Travel and stakeholders through project plan creation/evaluation, planning meetings, requirements review, and successfully execution of change by influencing milestones and trade-offs
- Collaborates with teams to integrate insights into planning, enhancing decision-making and managing advisor change saturation
- Delivers concise leadership updates on status, risks, and mitigations through written and verbal communication channels utilizing data-driven decisions and proactively escalating, as needed
- Provides comprehensive support for AI projects by attending and actively participating in meetings, documenting action items, and serving as a subject matter expert on assigned AI products.
- Develop, curate, and manage project-related content—including presentations, reports, communications, and training materials—for advisors and stakeholders.
**Required qualifications, capabilities, and skills **
- Minimum of 3 years of experience with an Operations Contact Center environment
- Must have at least 2 years of project management experience and assessing changes for impacts to the business. Experience with strategy development, optimization & project management with the ability to lead large, complex cross-LOB projects driving execution of project deliverables
- Exceptional written and verbal communications skills, including developing executive level presentation.
- Experience writing and evaluating procedural content preferred
- Competent organizational skills with keen attention to detail
- Self-motivated and able to work under own initiative with minimal direct supervision, a self-starter with persistence and optimism when obstacles surface
- Prioritization and problem-solving abilities to help manage a diverse set of change requests that have concurrent and demanding timelines
- Strong interpersonal skills and ability to communicate and interact effectively with all levels of the business
- Excellent Microsoft office Skills (Excel, PowerPoint, Word, Access, SharePoint)
**Preferred qualifications, capabilities, and skills **
- Travel industry experience is preferred
- Ability to deal with highly confidential information in a professional manner
- Adapts well to increasing scope and complexity of work brought on by business growth