Executive Director, Channel Execution… at JPMorgan Chase · Wilmington

Executive Director, Channel Execution Transformation and Martech Operations

Location: Wilmington, DE, United States

Join the Marketing team!

As Executive Director, Channel Execution Transformation and Martech Operations, you will support a role that is intentionally anchored in operations while advancing technology-focused transformation. Approximately half of the role is focused on Channel Execution and Operations, including process discipline, service delivery, controls, quality, capacity support, issue management, and operational efficiency. The role also supports the transition from current-state marketing operations to a more AI-enabled and agentic marketing operating model, helping teams understand where AI agents, automation, decision support, and human-in-the-loop controls can improve marketing execution. It is ideal for a strong operator who is well versed in AI concepts, understands how AI can impact marketing and operations, and can help lead organization change from the front while operationalizing Martech capabilities in a practical, controlled, and scalable way.

Marketing transformation requires strong execution discipline, practical technology adoption, clear change management, and a forward-looking view of AI. This role is grounded in Channel Execution and Operations, with approximately 50% of the focus on operational routines, execution quality, controls, process discipline, and efficiency, while also helping teams move toward AI-enabled and agentic marketing operations.

Job responsibilities

• Support transformation initiatives while staying closely connected to day-to-day Channel Execution and Operations, including execution quality, controls, service delivery, and operating routines.
• Help define the transition from current-state marketing operations to AI-enabled and agentic marketing workflows, including use cases, process impacts, controls, adoption needs, and operating routines.
• Bring working knowledge of AI concepts, automation, AI agents, decision support, human-in-the-loop controls, and responsible AI practices to improve marketing and operations outcomes.
• Document current-state processes, operational pain points, controls, data handoffs, capacity impacts, technology gaps, and opportunities to improve efficiency.
• Translate business and execution needs into requirements, user stories, process changes, readiness plans, and adoption materials.
• Coordinate testing, validation, defect tracking, launch readiness, training, and post-launch stabilization for new Martech and AI-enabled capabilities.
• Partner with Product and Technology teams to clarify platform needs, confirm release impacts, and support adoption across execution teams.
• Engage Data, Controls, Risk, Legal, Compliance, business, and operations partners to ensure process changes are practical, controlled, and scalable.
• Lead organization change activities by creating playbooks, process maps, job aids, change communications, FAQs, and operating routines that support consistent adoption.
• Analyze team feedback and operational metrics to identify opportunities for simplification, automation, AI enablement, and continuous improvement.
• Prepare leadership updates that summarize progress, impact, risks, adoption themes, organizational change needs, and recommended next steps.

Required qualifications, capabilities, and skills

• Bachelor’s degree in Computer Science, Information Systems, Marketing, Business, or related field.
• Experience in marketing operations, Martech operations, campaign execution, process transformation, project management, technology adoption, AI enablement, or organization change.
• Working knowledge of Martech tools and platforms, including workflow, campaign management, CRM, marketing automation, data activation, digital execution tools, Adobe, Segment, Tableau, Excel, SQL, or Python.
• Proven experience in data analytics, customer segmentation, audience strategy, measurement, or data-driven marketing execution.
• Working knowledge of AI concepts, agentic AI, automation, decision support, responsible AI, and how AI can impact marketing execution and operations.
• Experience supporting teams that run channel execution or Martech operations, including operating routines, quality management, controls, service delivery, and process improvement.
• Strong understanding of digital marketing principles, process transformation, change management, operating controls, training, adoption, and operational readiness.
• Ability to translate business requirements into technical specifications and distill complex technical problems for non-technical business partners.
• Ability to organize complex work, lead change from the front, manage action plans, track dependencies, and drive follow-through across multiple stakeholder groups.
• Team player with ability to build strong cross-business relationships with Product, Technology, Data, Controls, Risk, Legal, Compliance, business, and execution partners.
• Strong communication skills with the ability to influence, manage, and clearly articulate priorities, risks, decisions, AI concepts, and outcomes to project stakeholders and senior management.

Preferred qualifications, capabilities, and skills

• Experience with enterprise marketing platforms, Salesforce Marketing Cloud or similar marketing automation tools, campaign workflow tools, or customer data platforms.
• Experience supporting AI, agentic AI, automation, workflow modernization, controls enhancement, or operational excellence initiatives.
• Experience helping teams move from current-state processes to future-state operating models through organization change, training, and adoption planning.
• Experience with Agile delivery routines, user acceptance testing, release planning, defect management, or platform rollout support.
• Experience in a regulated environment with control, risk, legal, compliance, responsible AI, and documentation requirements.
• Experience creating executive-ready summaries, dashboards, process maps, training materials, adoption reporting, or change management materials.

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