Customer Service organization is dedicated to continuously simplifying and improving the overall customer experience with Chase. We deliver world-class service by empowering our teams to make decisions that resolve issues quickly and effectively.

As a Vice President within Back Offer Email Operations, you will lead a high-performing operations function responsible for accurate, timely, and compliant completion of post-interaction work across the email channel (e.g., case resolution, documentation, adjustments, investigations, and exception handling). You will drives operational excellence, strengthens customer outcomes, and accelerates transformation through data-driven management, process redesign, and cross-functional partnership.

In this role, you will own the end-to-end customer journey across multiple lines of business and geographies, while setting the long-term strategy to improve efficiency, quality, and customer experience. You will partner closely with key stakeholders across Customer Service, Product, Technology, Workforce, and Controls to deliver sustainable performance and enterprise-wide process improvements. You will lead a team of 120+ specialists and people leaders (manager of managers) supporting multiple work products and outputs.

Job Responsibilities

• Own end-to-end functional performance with a business-owner mindset across results, people leadership, risk, and customer outcomes.
• Lead, coach, and develop leaders and teams through clear expectations, feedback, training, and readiness for future-state work.
• Build a high-performance, inclusive, customer-obsessed culture that attracts, develops, and retains top talent.
• Establish a disciplined operating rhythm (goals, routines, performance management, escalation paths) to deliver consistent results.
• Drive business transformation via process redesign, standardization, automation, and tool adoption; simplify complexity and scale solutions.
• Operate, support, and scale chat customer service (live chat and asynchronous messaging), applying good understanding of chat-specific operational dynamics including queue management, SLAs, handoffs, chat dispositioning, and drivers of re-contact.
• Strengthen customer experience outcomes by anticipating needs, communicating with empathy, and partnering cross-functionally on root causes and corrective actions.
• Lead multi-channel alignment on handoffs, shared ownership, and escalations while keeping operations optimized for resolution quality.
• Ensure operational excellence and audit-ready governance with strong controls, compliant decisioning, and complete, traceable documentation.
• Own key KPIs and corrective actions across quality, productivity, cycle time, backlog, and customer impact; enforce adherence to risk and compliance requirements.
• Apply rigorous problem solving and analytics to execute under ambiguity, forecast and staff to demand, deliver efficiency improvements, and manage budget/P&L drivers.

Required qualifications, capabilities and skills

• 7+ years of call center and/or customer service operations leadership experience, including managing managers and large teams.
• Demonstrated ability to build strong relationships with internal and external stakeholders to deliver shared outcomes.
• Proven ability to define a future-state vision and drive change through influence, goal-setting, and adoption.
• Strong decision-making and problem-solving capabilities, including ability to identify issues, evaluate options, and implement solutions.
• Excellent attention to detail and strong organizational, written/verbal communication, and executive presentation skills.
• Bachelor’s degree or equivalent experience required.
• Direct experience operating, supporting, or scaling chat customer service (live chat and/or asynchronous messaging). Good understanding of chat-specific operational dynamics: queue management, SLAs, handoffs, chat dispositioning, and drivers of re-contact.