About this opportunity
JPMorgan Chase & Co. lists this Vice President - Lounge Operations opportunity in new york, New York. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Help shape a premium airport lounge experience travelers will remember. You will set the operating rhythm, raise service standards, and strengthen performance across a growing lounge network through hands‑on leadership and smart analytics.
Job Summary
As aVice President Lounge Operations inAirport Lounge Benefits , you lead day‑to‑day operating strategy for our lounge network and help scale a consistent, high‑quality experience as we grow. You partner closely with lounge operators and internal teams to deliver strong service, reliable controls, and disciplined financial performance. You use data and customer insights to spot trends early, solve issues fast, and drive continuous improvement. Your work directly impacts how customers experience our brand while traveling.
Job responsibilities
Define and evolve a scalable operating model, routines, and governance to support network growth
Set clear service standards and operational controls that protect a consistent guest experience
Manage lounge operator performance through structured reviews, scorecards, and action plans
Monitor operational performance and resolve issues quickly, coordinating across stakeholders as needed
Lead operational readiness for new lounge launches, including staffing, training, processes, and opening playbooks
Build and maintain performance reporting, forecasting, and operating reviews for leadership updates
Use customer feedback and operational data to identify risks and opportunities, then drive measurable improvements
Partner with Finance and Real Estate teams to support cost discipline, productivity, and space utilization decisions
Lead capacity planning and resource planning to meet demand while maintaining service quality
Establish and drive continuous improvement efforts across processes, service delivery, and operator execution
Build, coach, and develop a high‑performing team with strong accountability and collaboration
Required qualifications, capabilities, and skills
10+ years of experience in hospitality, operations, travel, aviation, premium consumer experiences, or luxury service environments
Demonstrated success leading complex, multi‑site, customer‑facing operations
Experience setting service standards and operating controls in high‑traffic environments
Strong vendor or operator management skills, including performance management and issue escalation
Proven ability to scale processes, playbooks, and routines across multiple locations
Strong analytical skills, including building performance metrics and turning insights into action
Financial discipline and comfort managing budgets, cost drivers, and operational trade‑offs
Strong cross‑functional leadership skills with the ability to align diverse partners to outcomes
Clear executive communication skills, including presenting recommendations and updates to senior leaders
People leadership experience with a track record of coaching and developing talent
Willingness to travel regular to support on‑site performance and new location readiness
Preferred qualifications, capabilities, and skills
Experience launching and operating physical customer‑facing locations from planning through steady‑state operations
Experience supporting airport‑based or travel‑related operations with complex stakeholder environments
Experience designing customer experience programs and service recovery approaches
Experience in a highly regulated or control‑focused operating environment
Strong contract, service‑level, and operator governance experience
Change management experience driving adoption of new processes across distributed teams
Familiarity with capacity, utilization, and queue management approaches in premium service settings
Optional additional Information
This role includes regular on‑site visits to lounge locations and partner operators
Work schedule may vary to support operational needs, including occasional early mornings, evenings, or weekends
Travel expectations may increase during new lounge openings and expansion periods
Employment may be contingent on applicable background screening and policy requirements
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Worksite address
new york, NY, 10261, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.