Reserve Travel Design - Vice President

Step into a strategic leadership role where your operational expertise and people-first approach directly shape the travel experiences of Chase's most valued customers.

You'll lead a team committed to excellence, drive meaningful process improvements, and help define what premium travel service looks like at scale.

This is your opportunity to make a lasting impact within a dynamic, fast-growing travel business.

As a Vice President, Reserve Travel Operations Leader within Chase Travel, you will own the end-to-end performance of the Reserve Travel Advisor team, setting the standard for white-glove service delivery and inspiring a culture of accountability, continuous improvement, and sustained excellence across your organization.

Job responsibilities


* Own day-to-day operations for the Reserve Travel Advisor team, delivering high-touch, end-to-end trip planning and servicing for premium card customers.


* Evolve the Reserve Travel servicing model to consistently deliver white-glove standards, deep personalization, and anticipatory support.


* Establish and manage performance expectations through clear KPIs - including conversion, customer satisfaction, retention, productivity, quality, and service levels - and hold leaders accountable for outcomes.


* Translate customer feedback and servicing insights into prioritized, cross-functional action plans; identify root causes and drive sustained improvements.


* Invest in talent growth through structured coaching, targeted capability-building, and succession planning to ensure long-term team strength and sustainability.


* Build operationally progressive teams that raise the bar, embedding a culture of accountability, continuous improvement, and strong cultural norms.


* Build and maintain strong partnerships with internal support teams and key stakeholders to enhance service delivery and advance shared business objectives.


* Lead process and workflow optimization from strategy through implementation, ensuring smooth adoption with minimal disruption.


* Proactively identify systemic gaps and deploy scalable solutions that protect and elevate the customer experience.


* Ensure operational adherence to applicable policies and regulations, maintaining audit-ready controls and documentation.


* Lead complex case management and service recovery; define escalation paths and ensure timely resolution with clear, proactive customer communication.

Required qualifications, capabilities, and skills


* 5+ years of experience in customer-facing operations (e.g., contact center, travel servicing, hospitality, or comparable high-touch environments), including at least 2 years supporting affluent or high-expectation clientele with discretion and exceptional attention to detail.


* 5+ years of people management experience with a track record of leading and developing frontline service teams through strategic coaching, performance management, and leadership accoun...