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.

We offer a broad array of credit cards and exclusive membership experiences to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud, and data security for companies, capable of authorizing transactions across global currencies.

Job Description

As the Managing Director, Airport Lounge Partnerships and Operations, you will be responsible for the end-to-end strategy, execution, and ongoing management of the airport lounge program. This executive will lead the development and delivery of a world-class lounge experience for our customers, ensuring alignment with the company’s brand, customer experience, and business objectives. The role requires a visionary leader with deep expertise in hospitality, customer experience, and program management, as well as the ability to drive cross-functional collaboration and innovation.

Key Responsibilities:

• Define and communicate a clear vision for the lounge program, ensuring alignment with overall company goals and brand values.
• Oversee the execution of lounge initiatives, from concept to launch and ongoing management.
• Ensure operational excellence and consistency across all lounge locations, driving continuous improvement in service delivery and guest experience.
• Lead the program management function to ensure timely delivery of projects, adherence to budget, and achievement of key milestones while implementing robust governance and reporting frameworks to monitor program performance and risk.
• Direct the guest experience, operations, and marketing teams to deliver a differentiated and memorable lounge experience
• Collaborate with the business development leader to identify and secure strategic partnerships, expansion opportunities, and new market entries.
• Manage relationships with external partners, vendors, and airport authorities.
• Work with the design and construction leader to ensure lounges are built to the highest standards of quality, innovation, and sustainability and oversee the design process to ensure spaces reflect the brand and meet customer needs.
• Develop and manage the lounge program’s budget, ensuring efficient allocation of resources and achievement of financial targets.
• Monitor and report on program financial performance, identifying opportunities for growth and optimization.
• Build, lead, and inspire a high-performing team, fostering a culture of excellence, collaboration, and innovation while mentor and develop direct and dotted line reports, ensuring clear accountability and professional growth.

Required qualifications, skills, capabilities:

• Bachelor’s degree required; MBA or relevant advanced degree preferred.
• 15+ years of experience in hospitality, travel, customer experience, or related fields, with significant leadership responsibility.
• Proven track record in developing and managing large-scale, customer-facing programs.
• Strong strategic thinking, operational execution, and financial acumen.
• Exceptional leadership, communication, and stakeholder management skills.
• Experience working in complex, matrixed organizations and leading cross-functional teams.
• Ability to travel as needed.

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