Description

Join a fast-moving team that safeguards customer trust while elevating partner experiences. Help us spot risks early, fix issues quickly, and turn insights into better outcomes for our cardholders and partners.

Job Summary:
As a Senior Associate Partnership Operations in Card Services, you own cross-partner monitoring, issue management, and customer experience reporting across key co-brand relationships. You work with partners and internal teams to track complaint trends, drive root-cause resolution, and strengthen controls. You help design simple, repeatable processes that keep programs compliant and customers satisfied. Your work reduces risk while improving outcomes across high-visibility partnerships.

Job responsibilities:

• Own and enhance cross-partner control processes and reporting
• Serve as point of contact for partner-related complaints and customer experience issues
• Perform trend analysis; drive root-cause identification and remediation plans
• Streamline complaint handling to improve speed and quality of response
• Collaborate with Controls, Compliance, Legal, Risk, Servicing, and partner teams
• Recommend process and policy improvements based on insights and themes
• Track control effectiveness and customer satisfaction metrics; publish dashboards
• Support audits, regulatory reviews, and remediation activities
• Manage multiple partners and workstreams with clear prioritization
• Prepare and deliver concise updates to leadership and stakeholders
• Foster a culture of continuous improvement and operational excellence

Required qualifications, capabilities, and skills:

• 3+ years of professional experience in risk, operations, customer experience, or related fields
• Strong analytical and problem‑solving skills; comfort with trend and root‑cause analysis
• Excellent written and verbal communication; confident stakeholder management
• Proven ability to juggle multiple priorities and deadlines across teams
• High attention to detail with strong organization and follow‑through
• Proficiency with Microsoft Word, Excel, and PowerPoint
• Results‑oriented self‑starter who takes ownership and drives outcomes

Preferred qualifications, capabilities, and skills:

• Experience in controls, customer experience, or project/program management
• Exposure to co-brand or strategic partner environments
• Familiarity with complaint management workflows and metrics
• Experience supporting audits, exams, or regulatory requests
• Process improvement mindset
• Comfort presenting insights and recommendations to varying audiences
• Experience collaborating with external partners

About Us

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

About the Team

\n 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.\n
\n
\n
\n
\n
\n We offer a broad array of credit cards 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.\n