Managing Director - Airport Lounge Partnerships and Operations

Managing Director, Airport Lounge Partnerships And Operations

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans, and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions all while ranking first in customer satisfaction.

We offer a broad array of credit cards and exclusive membership experiences to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud, and data security for companies, capable of authorizing transactions across global currencies.

As the Managing Director, Airport Lounge Partnerships And Operations, you will be responsible for the end-to-end strategy, execution, and ongoing management of the airport lounge program. This executive will lead the development and delivery of a world-class lounge experience for our customers, ensuring alignment with the company's brand, customer experience, and business objectives. The role requires a visionary leader with deep expertise in hospitality, customer experience, and program management, as well as the ability to drive cross-functional collaboration and innovation.

Key Responsibilities :

• Define and communicate a clear vision for the lounge program, ensuring alignment with overall company goals and brand values.
• Oversee the execution of lounge initiatives, from concept to launch and ongoing management.
• Ensure operational excellence and consistency across all lounge locations, driving continuous improvement in service delivery and guest experience.
• Lead the program management function to ensure timely delivery of projects, adherence to budget, and achievement of key milestones while implementing robust governance and reporting frameworks to monitor program performance and risk.
• Direct the guest experience, operations, and marketing teams to deliver a differentiated and memorable lounge experience
• Collaborate with the business development leader to identify and secure strategic partnerships, expansion opportunities, and new market entries.
• Manage relationships with external partners, vendors, and airport authorities.
• Work with the design and construction leader to ensure lounges are built to the highest standards of quality, innovation, and sustainability and oversee the design process to ensure spaces reflect the brand and meet customer needs.
• Develop and manage the lounge program's budget, ensuring efficient allocation of resources and achievement of financial targets.
• Monitor and report on program financial performance, identifying opportunities for growth and optimization.
• Build, lead, and inspire a high-performing team, fostering a culture of excellence, collaboration, and innovation while mentor and develop direct and dotted line reports, ensuring clear accountability and professional growth.

Required qualifications, skills, capabilities :