Operations - Executive Director, Transformation & Servicing Innovation

Location: Columbus, OH, United States

Job Family: Strategy

About the Role

JPMorgan Chase & Co. is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. We operate in over 100 markets, providing innovative solutions to clients across corporate, investment, and consumer banking. In our Operations division, we drive efficiency and excellence through cutting-edge technology and process innovation. We are seeking an Executive Director for Transformation & Servicing Innovation to spearhead AI-driven changes in our 12,000+ FTE organization based in Columbus, OH. This strategic role reports to senior operations leadership and plays a pivotal part in redefining how we deliver world-class servicing in a dynamic financial landscape. In this position, you will lead transformative initiatives leveraging artificial intelligence, machine learning, and automation to optimize operations and enhance customer experiences. You will collaborate with cross-functional teams, including technology, risk, and compliance, to identify opportunities for innovation in areas like transaction processing, client onboarding, and dispute resolution. At JPMorgan Chase, we prioritize ethical AI deployment, ensuring all transformations align with our commitment to regulatory compliance and data security. Your leadership will be instrumental in piloting scalable solutions that reduce costs, mitigate risks, and drive sustainable growth in our financial services ecosystem. The ideal candidate thrives in a fast-paced, high-stakes environment, bringing a blend of technical acumen and strategic vision to foster a culture of continuous improvement. You will mentor teams, influence C-suite stakeholders, and measure success through key metrics like operational efficiency gains and client satisfaction scores. Joining JPMorgan Chase means contributing to a firm renowned for its innovation in finance, with opportunities to shape the future of banking operations. This role offers a chance to make a lasting impact in Columbus, OH, a hub for our operations excellence.

Key Responsibilities

• Lead the development and execution of AI-driven transformation strategies for a 12,000+ FTE operations organization at JP Morgan Chase
• Identify and implement innovative servicing solutions using AI, machine learning, and automation to enhance efficiency and customer experience
• Collaborate with senior executives to align transformation initiatives with broader business goals in the financial services sector
• Oversee cross-functional teams to pilot and scale AI technologies, ensuring seamless integration with existing operations
• Drive cultural change and adoption of innovative practices across operations, focusing on risk mitigation and compliance
• Monitor industry trends in fintech and AI to proactively innovate servicing processes at JP Morgan Chase
• Manage budgets, timelines, and resources for transformation projects, delivering measurable ROI
• Foster partnerships with technology vendors and internal AI centers of excellence
• Develop metrics and KPIs to evaluate the impact of innovation on operational performance and customer satisfaction
• Ensure all initiatives adhere to JP Morgan Chase's high standards for data security, privacy, and regulatory compliance

Required Qualifications

• Bachelor's degree in Business, Finance, Computer Science, or a related field; Master's degree or MBA preferred
• 10+ years of experience in operations, transformation, or innovation roles within the financial services industry
• Proven track record of leading large-scale AI-driven transformation initiatives in organizations with 10,000+ employees
• Deep expertise in AI, machine learning, and automation technologies applied to servicing and operations
• Strong leadership experience managing cross-functional teams and driving change in complex, regulated environments
• Experience in financial services operations, including risk management, compliance, and customer servicing
• Ability to influence senior stakeholders and align innovation strategies with business objectives

Preferred Qualifications

• Advanced certifications in AI/ML (e.g., AWS Certified Machine Learning or equivalent)
• Prior experience at a major financial institution like JP Morgan Chase or similar
• Knowledge of regulatory frameworks such as Dodd-Frank, GDPR, or Basel III
• Demonstrated success in implementing generative AI solutions for operational efficiency
• Experience with agile methodologies and digital transformation in banking operations

Required Skills

• AI and Machine Learning expertise
• Strategic planning and execution
• Leadership and team management
• Financial services operations knowledge
• Change management
• Stakeholder influence and communication
• Project management (e.g., Agile, Scrum)
• Data analytics and visualization
• Risk assessment and compliance
• Innovation and problem-solving
• Budgeting and resource allocation
• Cross-functional collaboration
• Regulatory knowledge in banking
• Technical proficiency in AI tools (e.g., Python, TensorFlow)
• Customer-centric mindset

Benefits

• Competitive base salary and performance-based annual bonuses
• Comprehensive health, dental, and vision insurance plans
• 401(k) retirement savings plan with generous company matching
• Paid time off, including vacation, sick days, and parental leave
• Professional development opportunities, including tuition reimbursement and leadership training
• Employee stock purchase plan and financial wellness programs
• On-site fitness centers, wellness programs, and mental health support
• Flexible work arrangements and relocation assistance for qualifying roles

JP Morgan Chase is an equal opportunity employer.