Managing Director - Airport Lounge Partnerships, Guest Experience and Operations

Location: New York, NY, United States

Job Family: Marketing

About the Role

As a Managing Director - Airport Lounge Partnerships, Guest Experience and Operations at JP Morgan Chase, you will lead the strategic vision and operational excellence for one of the firm's most prestigious client perks: our exclusive airport lounge program. This role sits at the intersection of marketing, hospitality, and premium financial services, where you'll drive initiatives that elevate the travel experiences of Chase Sapphire Reserve and other high-net-worth clients. Reporting to the Head of Premium Experiences, you'll spearhead partnerships with global airport authorities, airlines, and luxury providers to create unparalleled lounges that reinforce JP Morgan Chase's commitment to world-class service. Your work will directly impact client retention and acquisition in a competitive landscape, leveraging the firm's vast resources to innovate in areas like sustainable design and personalized tech integrations. Key to success in this position is your ability to orchestrate complex, multi-year projects from inception to ongoing management. You'll negotiate multimillion-dollar contracts, optimize operational workflows to handle peak travel volumes, and use data-driven insights to refine guest journeys—ensuring every interaction aligns with JP Morgan Chase's brand of trust and excellence. Collaboration is essential; you'll partner with internal teams in risk, legal, and product development to navigate financial services regulations while pushing creative boundaries. This role demands a blend of strategic foresight and hands-on execution, particularly in high-stakes environments like international airports, where you'll travel extensively to oversee implementations and resolve real-time challenges. At JP Morgan Chase, this Managing Director position offers a platform to shape the future of luxury travel benefits in banking, contributing to the firm's goal of delivering holistic financial solutions. If you thrive in dynamic settings and have a passion for crafting memorable experiences that drive business value, join us in New York to lead this high-impact program. We seek leaders who embody our core values of integrity, innovation, and client focus, fostering a culture where diverse perspectives fuel groundbreaking results in the financial services industry.

Key Responsibilities

• Develop and execute the comprehensive strategy for JP Morgan Chase's airport lounge program, aligning with the firm's premium banking and credit card offerings to enhance client loyalty
• Oversee end-to-end operations of lounge partnerships, including site selection, vendor negotiations, and performance monitoring to ensure seamless guest experiences
• Build and maintain strategic relationships with key partners such as airport operators, airlines (e.g., Delta, United), and luxury service providers
• Lead cross-functional teams across marketing, operations, legal, and compliance to launch new lounge initiatives and optimize existing ones
• Analyze program metrics, including utilization rates, customer satisfaction scores (NPS), and revenue impact, to drive continuous improvements and ROI
• Ensure all lounge operations comply with JP Morgan Chase's risk management standards and financial services regulations
• Innovate guest experience enhancements, such as personalized services, technology integrations (e.g., mobile check-ins), and sustainable practices
• Manage annual budgets exceeding $50M, forecasting costs and identifying revenue opportunities through upselling premium services
• Collaborate with the broader Chase marketing team to integrate lounge benefits into client acquisition and retention campaigns
• Monitor industry trends in travel and hospitality to position JP Morgan Chase as a leader in premium financial services experiences

Required Qualifications

• Bachelor's degree in Business Administration, Marketing, Hospitality, or a related field; MBA preferred
• 10+ years of experience in partnership management, hospitality operations, or luxury customer experience programs within the financial services or travel industry
• Proven track record of leading end-to-end strategy and execution for high-profile client programs, such as airport lounges or premium travel benefits
• Deep understanding of regulatory compliance in financial services, including data privacy (e.g., GDPR, CCPA) and anti-money laundering standards
• Experience managing multi-stakeholder partnerships with airlines, airport authorities, and luxury brands
• Strong financial acumen, including budgeting, P&L management, and ROI analysis for partnership initiatives
• Ability to travel frequently (up to 50%) to airport locations and partner sites

Preferred Qualifications

• Advanced degree or certifications in hospitality management or customer experience design
• Prior experience at a major financial institution like JP Morgan Chase, American Express, or Visa in premium card services
• Knowledge of luxury travel ecosystems, including lounge networks like Priority Pass or Centurion Lounges
• Demonstrated success in leveraging data analytics to enhance guest experiences and drive program revenue
• Experience in crisis management for high-visibility operations, such as during global travel disruptions

Required Skills

• Strategic partnership development
• Operations management in hospitality
• Customer experience design
• Financial analysis and budgeting
• Stakeholder negotiation and relationship building
• Data analytics and KPI tracking (e.g., using Tableau or Excel)
• Regulatory compliance in financial services
• Project management (e.g., Agile or PMP methodologies)
• Leadership and team motivation
• Crisis response and risk assessment
• Digital innovation (e.g., app integrations for guest services)
• Market research in travel and luxury sectors
• Cross-functional collaboration
• Presentation and communication skills
• Adaptability to fast-paced, global environments

Benefits

• Competitive base salary and performance-based bonus structure, with total compensation for Managing Directors often exceeding $500K annually
• Comprehensive health, dental, and vision insurance plans with employer contributions
• 401(k) retirement savings plan with generous company match up to 6% of eligible compensation
• Paid time off including 20+ vacation days, sick leave, and parental leave benefits
• Access to exclusive employee perks, such as priority airport lounge access and travel discounts through Chase Ultimate Rewards
• Professional development opportunities, including tuition reimbursement and leadership training programs at JP Morgan Chase University
• Wellness programs with gym memberships, mental health support, and onsite fitness facilities in New York offices
• Flexible work arrangements, including hybrid options and support for work-life balance in a high-pressure financial services environment

JP Morgan Chase is an equal opportunity employer.