Executive Director - Escalations Strategy, Customer Experience & Operational Transformation

Step into a highly influential leadership role as Executive Director of Escalations Strategy, Customer Experience, and Operational Transformation. In this enterprise-facing position, you will lead a broad portfolio focused on complaint prevention, escalations governance, customer experience excellence, operational risk intelligence, workforce transformation, AI-enabled insights, and strategic business execution. You will drive initiatives that improve customer outcomes, reduce organizational friction, strengthen operational performance, and advance the firm's ability to identify and resolve customer issues before they become complaints. As an Executive Director within JPMorganChase, you will oversee large-scale programs spanning complaint management, customer experience strategy, operational excellence, issue detection and resolution, business transformation, controls oversight, and organizational effectiveness. You will partner closely with senior leaders across Operations, Product, Technology, Risk, Compliance, Legal, Customer Experience, and Strategy organizations to ensure sustainable execution of initiatives that improve customer satisfaction, reduce operational risk, and enhance business performance. You will lead teams responsible for complaint reduction strategies, escalations oversight, customer journey improvement, customer intelligence reporting, trend and root cause analysis, strategic initiative execution, workforce modernization, AI adoption, and operational governance. Through innovation, analytics, process transformation, and cross-functional leadership, you will build scalable frameworks that strengthen accountability, improve customer outcomes, and create a future-state operating model focused on predictive customer risk intelligence and friction prevention.

Lead enterprise complaint management, escalations strategy, and customer experience programs that improve customer outcomes and reduce organizational friction. Drive strategic transformation initiatives across Operations, including customer interaction measurement, complaint prevention, issue identification, workforce optimization, and operational excellence programs. Establish governance and accountability frameworks that improve visibility into emerging customer issues, operational risks, complaint trends, and execution progress. Lead customer intelligence and analytics capabilities that leverage reporting, AI, transcript analysis, trend monitoring, and data-driven insights to proactively identify opportunities for improvement. Oversee cross-functional programs focused on customer journey enhancement, service recovery excellence, complaint reduction, callback effectiveness, channel optimization, and process simplification. Partner with Product, Technology, Operations, Risk, Compliance, Legal, and Customer Experience teams to influence enterprise priorities and drive meaningful business outcomes. Direct root cause analysis, trend identification, and business improvement efforts that address systemic customer pain points and operational inefficiencies. Champion AI, automation, and emerging technologies that modernize operations, improve decision-making, and create scalable customer-focused solutions. Build, develop, and inspire high-performing leadership teams while fostering a culture of innovation, accountability, continuous improvement, and customer obsession. Influence executive decision-making by translating complex operational data, customer insights, and strategic trends into actionable recommendations that improve business performance and risk outcomes. Required Qualifications, Capabilities, and Skills: Demonstrated expertise leading large-scale operations, customer experience, complaint management, or business transformation organizations within a complex, highly regulated environment. Proven ability to lead executive-level strategic initiatives that drive measurable improvements in customer outcomes, operational