Join a team dedicated to advancing accessibility and inclusion, where your leadership will shape operational standards and drive meaningful impact. As part of BeST, you’ll have opportunities for career growth, develop your skills in a dynamic environment, and contribute to a culture that values diverse perspectives. Experience the benefits of working with passionate colleagues and making a difference across the firm.

As an Operations Manager in the Business Solutions Team (BeST), you will lead operational functions that support the onboarding and integration of talent, including individuals with disabilities and neurodivergent backgrounds. You’ll partner with senior stakeholders to optimize workflows, drive continuous improvement, and execute growth objectives. Together, we foster a culture of inclusion and operational excellence, ensuring consistent outcomes across Lines of Business. You will help us build scalable standards, routines, and reporting mechanisms, advancing JPMorgan Chase’s commitment to accessibility. Your work will directly impact our team and the wider community, creating opportunities for all.

BeST was established in 2019 to enhance role-fit and foster a more inclusive workplace through intentional job design and structured onboarding. As Operations Manager, you will oversee a Shared Services Operations team, manage critical relationships, and strengthen the Job Coach Support framework. You’ll operate independently to achieve strategic outcomes, collaborating with global partners and driving firmwide expansion.

Job responsibilities

• Lead the establishment and growth of operational functions within BeST’s strategy 
• Oversee Shared Services Operations team supporting multiple Line of Business processes
• Ensure service level agreements, quality, timeliness, and KPI outcomes
• Own and strengthen the Job Coach Support framework for employees and partners
• Operate independently to achieve outcomes aligned with strategic initiatives
• Manage budgeting, resourcing, and capacity planning
• Create and promote a robust controls environment through effective governance
• Build, develop, and retain high-performing teams
• Identify and implement solutions advancing accessibility and inclusion
• Lead cross-functional initiatives end-to-end, providing executive-ready updates
• Identify and understand risks, issues, dependencies, and plan mitigation paths

Required qualifications, capabilities, and skills

• Bachelor’s degree or equivalent experience
• Minimum seven years in operations, governance/controls, program delivery, and people leadership roles
• Demonstrated success leading in matrixed organizations and influencing senior stakeholders
• Strong operational and controls mindset with experience designing scalable standards and reporting mechanisms
• Strategy-to-execution leadership and operational excellence
• Excellent written and verbal communication skills, including executive-ready narratives
• Sound judgment amid ambiguity, proactive risk assessment, and disciplined decision-making
• Inclusive leadership with ability to build and lead diverse teams
• Change management and process optimization experience in complex environments
• Strong analytical and problem-solving skills with attention to detail
• Ownership and accountability for end-to-end outcomes

Preferred qualifications, capabilities, and skills

• Experience establishing repeatable playbooks for program launches and sustainment
• Experience building measurable performance routines and continuous improvement mechanisms
• Experience partnering with Legal, Compliance, Risk & Controls, and Audit
• Experience overseeing external partners or vendors, including performance management
• Experience coordinating sponsorships or third-party event participation
• Experience supporting disability inclusion efforts or related workforce programs
• Experience synthesizing and presenting complex data and initiatives