Operations Strategy Delivery Lead

Join us to shape the future of Workplace Technology Operations, where you can make a lasting impact by modernizing processes and enhancing customer satisfaction. You’ll have the opportunity to lead strategic initiatives, collaborate across diverse teams, and drive innovation through technology-enabled change. We value your expertise in operational transformation and your passion for continuous improvement. At JPMorganChase, your leadership will help us deliver exceptional results and foster a culture of excellence. Experience career growth and mobility as you help us redefine operational standards.
Job Summary:
As an Operations Strategy Delivery Lead in Workplace Technology Operations, you will execute and enhance our modernization strategy, working closely with Desktop MACD, Remote Site Operations, Multimedia Operations, and Retail Remediation teams. You will translate strategy into actionable plans, drive alignment across stakeholders, and ensure solutions deliver measurable outcomes. Embedded with the North American Desktop MACD team, you will stay connected to day-to-day operations, leveraging technology to reduce risk, cost, and manual effort. Your leadership will help us standardize tools, improve governance, and elevate customer satisfaction.
Job Responsibilities:
Execute and enhance the modernization roadmap for Workplace Technology Operations.
Deliver end-to-end operational strategy, translating plans into clear milestones and measurable outcomes.
Leverage agile approaches to introduce incremental enhancements and obtain value throughout project lifecycles.
Identify and address operational bottlenecks, performance trends, and control gaps.
Lead redesign of ticketed workflows to improve intake, triage, routing, escalation, dispatch, resolution, and closure quality.
Define requirements for integration, automation, and augmentation capabilities, including LLM/agent-enabled experiences and human-in-the-loop workflows.
Partner with platform teams to ensure solutions are feasible, supportable, and deliver intended outcomes.
Serve as the accountable Operations requirement owner for modernization initiatives.
Oversee partner teams to ensure solutions meet operational needs, including edge cases and controls.
Own and lead testing strategy and execution for workflow/tooling changes, including UAT, pilot planning, and go-live readiness.
Establish and strengthen governance mechanisms to manage operational risk, cost-to-serve, and customer satisfaction.
Required Qualifications, Capabilities, and Skills:
Demonstrate leadership and delivery experience in technology operations or comparable environments.
Show a track record of operations modernization with measurable outcomes.
Translate complex operational needs into precise, testable requirements and acceptance criteria.
Provide strong delivery oversight across multiple stakeholders, ensuring high-quality execution and alignment.
Own and lead testing/UAT and operational validation for workflow/tooling changes.
Apply strong analytical and performance-management skills, including defining KPIs and using data for prioritization and improvement.
Preferred Qualifications, Capabilities, and Skills:
Bring experience with Desktop MACD operations or familiarity with remote site support, multimedia/AV operations, and retail remediation.
Demonstrate experience managing field service/technician dispatch vendors and improving dispatch governance and performance.
Show familiarity with LLM/agent and human-in-the-loop operational patterns as a requirements owner or consumer.
Possess a continuous improvement background (Lean, Six Sigma, ITIL practices).

Skills
LLM, Agile