Business and Operations Manager
J.P. Morgan
Operations
As a VP, Business and Operations Manager within Amenity Services, you are in integral part of the team that innovates and improves upon our offerings and leads end-to-end delivery. As a core leader, you act as the voice of our end-users, defining, shaping, and executing on the services that bring our workplaces to life, from dining and pantries to conference centers and guest registration. Drawing inspiration from the hospitality and food & beverage industries, you will create consistent, frictionless, and high-satisfaction experiences for employees and guests. You will partner closely with our technology, operations, and finance teams to transform services into scalable, data-informed “experiences” that deliver measurable business and user value.
Job Responsibilities
- Define optimal operating practices end-to-end, including standard artifacts, handoffs, SLAs, and escalation paths.
- Build structured materials to organize the service stream: playbooks, process maps, tier standards, and decision frameworks.
- Develop and maintain tier-based parameters for service delivery and build requirements (e.g., service levels, staffing models, technology expectations, etc.).
- Partner with operations and vendors to translate standards into repeatable execution: training requirements, audits, and continuous improvement routines.
- Build and operationalize a global KPI framework with clear definitions, formulas, review cadence, and ownership (Vendor/Internal/Joint).
- Partner with digital teams to gather requirements for digital enhancements that improve operational efficiency and end-user outcomes
- Partner with Data/Analytics stakeholders to improve data completeness, reduce defects/duplicates, and increase confidence in global reporting.
- Serve as a key connector across operations, technology teams, driving alignment, decisions, and rapid issue resolution.
- Produce concise, decision-ready materials for leadership: roadmaps, KPI scorecards, QBR packs, pilot readouts, and standards updates.
Required Qualifications
- 5+ years in operations strategy, hospitality experience, or service operations with measurable outcomes.
- Demonstrated success scaling standard operating models across multiple sites/regions.
- Strong analytical ability to build KPI frameworks, performance routines, and operational insights.
- Proven cross-functional leadership without direct authority; excellent stakeholder and vendor partnership skills.
- Excellent written and verbal communication; ability to produce executive-ready content.
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.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.
Join us in shaping the future of the employee experience by helping reimagine how we deliver hospitality, food, and workplace services across the globe.