Job Description

Be at the heart of a client service organization that supports merchants and delivers reliable payment experiences. You will lead teams that resolve inquiries, manage escalations, and drive consistent service outcomes. You will partner across business, risk, and technology teams to strengthen controls and improve end-to-end processes. This role offers growth through people leadership, operational strategy, and continuous improvement. Join JPMorganChase to drive measurable impact for clients and colleagues.

As a Vice President, Merchant Services Call Center Operations Manager in the Client Onboarding and Service Solutions Center, you lead day-to-day call center operations and ensure service standards and business objectives are consistently achieved. You set local strategies for sustainable performance by using data, identifying trends, and delivering targeted improvements. You operate in a controlled, regulated environment by maintaining documented procedures and controls and escalating risks appropriately. You lead hiring, coaching, and performance management to build a strong culture and high-performing team. You partner with stakeholders to deliver change initiatives and support special projects aligned to business priorities.

Job responsibilities

• Lead call center operations by setting daily priorities, staffing plans, and performance expectations.
• Oversee business planning, budget management, and resource allocation to support service delivery.
• Drive a client-first environment that delivers consistent, high-quality service and timely resolution.
• Manage inquiry handling, transaction processing, troubleshooting, and complaint resolution.
• Resolve escalations by applying sound judgment, communicating clearly, and ensuring timely follow-through.
• Implement operational plans and programs that support long-term objectives and agreed performance measures.
• Maintain a strong control environment by ensuring procedures are documented, understood, and consistently followed.
• Analyze service performance, identify trends, and deliver process improvements based on root-cause analysis.
• Partner with internal teams to coordinate process changes, technology enhancements, and readiness activities.
• Lead hiring, coaching, and performance management activities, including corrective action when required.
• Deliver special projects and management-directed initiatives with clear scope, milestones, and outcomes.

Required qualifications, capabilities and skills

• Demonstrated experience leading client service teams in payments, electronic commerce, or financial services.
• Demonstrated ability to deliver key performance measures and execute sustained process improvements.
• Proven people leadership skills, including coaching, performance management, and talent development.
• Strong written and verbal communication skills, including the ability to present clear updates to senior stakeholders.
• Proven ability to manage escalations and resolve complex client issues using effective conflict management.
• Strong analytical skills, including experience performing trend analysis and translating findings into actions and priorities.
• Experience producing and interpreting management reporting, including ad hoc reporting from multiple data sources.
• Proven ability to prioritize effectively, manage multiple tasks, and meet deadlines in a fast-paced environment.
• Demonstrated ability to identify risks, escalate issues appropriately, and maintain control discipline.

Preferred qualifications, capabilities and skills

• Knowledge of payment processing, merchant acquiring, and related client servicing procedures.
• Experience using service operations systems and data analytics tools to inform decisions and improve outcomes.
• Experience leading automation or workflow improvements that increase operational efficiency and control effectiveness.
• Experience mentoring leaders and leading cross-functional initiatives that deliver measurable service improvements.
• Demonstrated ability to work effectively with diverse stakeholder groups and tailor communication by audience.