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JPMorganChase · 2 days ago

Operations - Executive Director, Transformation & Servicing Innovation

Columbus, OH

Full-time

Onsite

Director/Executive

$214K/yr - $300K/yr

15+ years exp

JPMorganChase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals. They are seeking an Executive Director of Transformation & Servicing Innovation to lead significant transformation initiatives across a large organization, enhancing client service capabilities and leveraging AI technologies.

Asset ManagementBankingFinancial Services

Growth Opportunities

H1B Sponsor Likely

Responsibilities

Define and Drive Strategic Transformation: Collaborate closely with leadership to identify and prioritize high-impact opportunities within Servicing Operations. Develop and execute a comprehensive transformation roadmap, with a strong focus on becoming an AI-enabled organization ready for future ways of working. Translate high-level goals into actionable initiatives, establishing clear, measurable KPIs

Champion AI and Emerging Technologies: Lead the strategic direction for leveraging AI, agentic capabilities, and large language models (LLMs) to unlock significant operational efficiencies and reshape future work practices within Servicing Operations

Orchestrate Transformation Initiatives: Take ownership as the central point of contact for Servicing Operations' transformation portfolio. Strategically organize and drive a robust portfolio of initiatives, ensuring rigorous tracking, on-time and on-budget delivery, and seamless integration into business operations

Lead Cross-Functional Change: Act as a local champion and primary integrator, fostering a culture of innovation and continuous improvement. Build strong coalitions across all organizational levels, effectively communicating the "why" behind changes, celebrating successes, and proactively mitigating resistance

Identify & Implement Operational Enhancements: Utilize data and analytics to pinpoint inefficiencies and areas for optimization within servicing operations. Champion the adoption of emerging technologies to boost productivity, elevate customer experience, and strengthen operational resiliency

Mitigate Risk & Ensure Compliance: Proactively identify and manage risks associated with transformation initiatives. Ensure unwavering compliance with regulatory, operational, and organizational policies throughout all changes to processes and systems

Foster Cross-Team Collaboration: Partner with Servicing Operations leaders, front-line managers, staff, and CCB Ops & Product Teams to uncover pain points, inform opportunities, and secure prioritization for AI and innovative solutions

Develop Data-Driven Business Cases: Create compelling, data-driven business cases for each proposed initiative, quantifying potential impacts across cost, expense savings, risk mitigation, and both customer and employee experience

Enhance Transparency & Buy-in: Establish routines to improve transparency of cross-firm initiatives within Servicing Operations. Provide regular, credible reporting on transformation progress to key strategic stakeholders, proving the value of our investments and ensuring strong buy-in from leadership and staff for smoother adoption of new technologies and processes

Drive Leadership Alignment & Representation: Report directly to the Head of Customer Service Strategy, Customer Experience, and Performance Excellence, with dotted line accountability into the Head of AI Strategy & Transformation Office. Act as a key representative for the Servicing Organization in senior leadership meetings, articulating and advancing Operations-led strategic initiatives through impactful executive-level presentations

Qualification

Large-scale business transformationOperational excellenceAI/ML technology leverageStrategic problem-solvingOrganizational designProcess re-engineeringChange managementCultural transformationData analysisLeadershipCommunicationCollaborationFlexibility

Required

15 years of progressive leadership experience with a strong focus on large-scale business transformation and operational excellence

Demonstrated expertise in large-scale client service environments (10,000+ employees), particularly within call centers and investigation operations, understanding their unique challenges and opportunities

Proven management consulting background with extensive experience in strategic problem-solving, organizational design, process re-engineering, and complex change management

Deep expertise in leading and driving organizational change, including cultural transformation, technology adoption, and workforce evolution

Strong track record of leveraging technology (especially AI/ML) to significantly improve efficiency, customer satisfaction, and operational performance

Exceptional strategic thinking and analytical skills, capable of translating complex data into actionable insights and strategic recommendations

Robust technology and operations knowledge, including expertise in policy, procedures, risk, and controls

Bachelor's degree required

Flexibility to travel as needed

Preferred

Master's degree in Business Administration, Engineering, or a related field is highly preferred

Benefits

Comprehensive health care coverage

On-site health and wellness centers

A retirement savings plan

Backup childcare

Tuition reimbursement

Mental health support

Financial coaching

Company

JPMorganChase

Glassdoor4.0

With a history tracing its roots to 1799 in New York City, JPMorganChase is one of the world's oldest, largest, and best-known financial institutions—carrying forth the innovative spirit of our heritage firms in global operations across 100 markets.

Founded in 2000

New York, New York, USA

10001+ employees

https://www.jpmorganchase.com/

H1B Sponsorship

JPMorganChase has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (3471)

2024 (3469)

2023 (3395)

2022 (3594)

2021 (2515)

2020 (2495)