Senior lead operator job description

We are looking for a creative and resourceful Senior Lead Experience Researcher (Mixed Methods-Qual & Quant) with strong design research skills to join our rapidly growing team of innovators, disruptors and problem solvers. This researcher will be dedicated to strategically impacting the Chase branch experience for both internal employees and customers. As a Senior Lead Experience Researcher (Mixed Methods-Qual & Quant) you will be responsible for scoping and crafting research strategy, conducting research, and delivering actionable insights for a variety of user experience research studies in both bank and artificial settings.
The strong candidate will:

Demonstrate a higher than usual degree of user empathy, and will be able to tell a compelling story about the motivations and intentions of our users, strategically guiding stakeholders. Have excellent project management and organizational skills and be able to work collaboratively and productively with diverse teams as well as independently.

KEY RESPONSIBILITIES-Research

Be able to quickly understand the needs of our internal clients-especially as they relate to who their users are and what questions they need answered. Take a question or a problem and translate it into a testable hypothesis-complete with a specific method and tasks that appropriately respond to research, project, and business objectives. Develop and conduct research initiatives and execute them on time and on budget. Motivate project teams with concise yet thorough reports and brilliantly prepared presentations under tight deadlines.

KEY SKILLS

Solid understanding of the principles of generative and evaluative research and a demonstrable knowledge of multiple research methodologies and approaches (e.g. cadence testing, usability, RITE studies, formative vs. summative studies, intercepts, heuristic reviews, benchmarking, card sorts, etc.), and know the strengths and weaknesses of each. Ability to lead both qualitative and quantitative research studies from beginning to end independently is a must. Scope and plan research studies using both qualitative and quantitative methods as appropriate, consulting with relevant stakeholders and team members while maintaining important internal and external relationships. Plan, design, administer, and report on research studies, and produce associated materials (e.g. screeners, discussion guides, toplines, etc.). Conduct rigorous inductive and deductive analysis and understand how to synthesize insights to an appropriate level. Translate insights from complex concepts into meaningful and actionable insights including the design of visual frameworks and diagrams to support data. Command a room and present findings to team members and stakeholders from multi-disciplinary backgrounds and varying organizational levels. Be completely comfortable in ambiguous situations and have the ability to pivot to changing requirements. Have a creative spirit of collaboration and innovation in exploring future ideas and solutions through new and different research methodologies.

EXPERIENCE/EDUCATION REQUIREMENTS:

5-7 years of practical user research experience. Related experience in another field such as interactive design, and/or market research is a plus. Bachelor's degree in human computer interaction, cognitive psychology, anthropology, design research, or related field considered an advantage. Equivalent experience accepted. In-depth knowledge of survey design, coding using R, SQL, STATA, SPSS or equivalent and analysis including regressions and T-tests are a must. Design thinking experience - including planning and group facilitation. Foundational understanding of and experience with ethnographic, contextual inquiry, generative/exploratory research techniques would be strongly favored. Project management and negotiating skills are central to the position. Communication, critical thinking, and creative problem-solving skills required. Your ability to demonstrate success in these areas should quickly become obvious. Ability to communicate research results, graphically depict data, and justify methods and approaches-both orally and in writing-are an absolute must. Knowledge of survey tools including dScout or Optimal Workshop, and prototyping tools including Keynote, Sketch, or other InVision tools are a plus. Experience with eye tracking research and software are a plus.


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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

Equal Opportunity Employer/Disability/Veterans

* Responsible for the data collection and analysis of all LEAD Ops Scheduling Operations data including Planning, Scheduling, Payroll, Automation, Grievance and Training. This data will be used to support decision support models, business rule changes, and on-going Training initiatives.
* Responsibilities
* Aids in the development of new processes/tools/reports to support greater efficiency for Flight Operations Pilot and Flight Instructor Training
* Provides technical guidance on principles and topics within Crew Planning, Scheduling, and Flight Operations Training
* Conducts analysis to drive cost improvements for staffing, and training resource planning.
* Creates and delivers presentations to Company leaders, Employees, and Unions
* Interfaces with and supports leaders in Crew Planning, Crew Scheduling, Flight Operations and other departmental Employees on a daily basis
* Creates reports and double checks when requested
* Automate manual processes within LEAD Operations Scheduling
* Gather data across all Teams to track trends and show data points providing Leadership a better picture when decision making
* Identifies deficiencies with current analytics tools and develops working plans with Technology to correct these deficiencies
* Collaborates with Crew Planning to create models that drive plans for hiring, captain upgrades, base staffing, Flight Instructor and Check Airman hiring
* Maintain and facilitate the Population of the SIM, DEVICE, and CLASSROOM schedule
* Map and plan how all the class plans and CQ relate and fit into the schedule
* Facilitate evaluation of all schedules to insure mutual benefit to all Pilots, Check Airmen, Flight Instructors and the company. Ultimately creating an efficient and cost effective schedule
* Maintain and facilitate the usage of the LEAD Operations Pilot Training Demand Staffing Model
* Coordinates directly with Crew Planning to verify current or add additional data points. Partnering with Crew Planning allows for better staff, device, and simulation utilization. Required to translate data viewpoints between LEAD Operations and Crew Planning.
* Foster timely and essential communication between Crew Planning and all other business partners
* Weekly redistribution of CQ numbers to maintain crew compliment, keep costs low and insure contractual compliance.

* Organize and standardize spreadsheets and processes across LEAD Operations
* Standardize, automate and or create spreadsheets within LEAD Operations
* Update and establish processes across LEAD Operations

* Primary meeting support providing data points to our business partners
* Must possess ability to translate complicated data from multiple sources and relay this data to a multitude of customers

* Includes all supporting research and documentation
* Updates training resource plans for simulators, instructors, check airmen, classrooms, and other flight training devices
* Must be able to meet any physical ability requirements listed on this description
* May perform other job duties as directed by Employee's Leaders

* Knowledge, Skills and Abilities
* Use of Excel, MS Access, Tableau, Alteryx, and current 3rd party reports to gather data and automate current processes
* Proven ability in designing and conducting analyses, as well as synthesizing recommendations
* Must have proven analytical and quantitative skills; experience with spreadsheets or other decision support models
* Ability to properly manage highly sensitive and confidential information
* Ability to assume a high level of responsibility and to provide direction in a Team-oriented environment
* Ability to contend with the range and complexity of large departmental/business problems
* Excellent written and verbal communication skills including the ability to communicate complex issues in a structured and concise manner
* Ability to develop and deliver presentations to large audiences including Senior Leadership and union Leaders
* Ability to identify and resolve complex issues
* Must understand the Flight Operations organization, philosophies, and procedures
* Must have outstanding organizational skills
* Must have strong interpersonal skills and the ability to work both independently and as a member of a Team
* Must have a sound understanding of commercial airline operations
* Must be able to understand complex Excel models, Business Intelligence tools, databases, and optimization tools
* Must have strong analytical skills with investigative and problem solving abilities

Responsibilities Job SummaryResponsible for the data collection and analysis of all LEAD Ops Scheduling Operations data including Planning, Scheduling, Payroll, Automation, Grievance and Training. This data will be used to support decision support models, business rule changes, and on-going Training initiatives. ResponsibilitiesAids in the development of new processes/tools/reports to support greater efficiency for Flight Operations Pilot and Flight Instructor Training. Provides technical guidance on principles and topics within Crew Planning, Scheduling, and Flight Operations Training. Conducts analysis to drive cost improvements for staffing, and training resource planning. Creates and delivers presentations to Company leaders, Employees, and Unions. Interfaces with and supports leaders in Crew Planning, Crew Scheduling, Flight Operations and other departmental Employees on a daily basis. Creates reports and double checks when requested. Automate manual processes within LEAD Operations Scheduling. Gather data across all Teams to track trends and show data points providing Leadership a better picture when decision making. Identifies deficiencies with current analytics tools and develops working plans with Technology to correct these deficiencies. Collaborates with Crew Planning to create models that drive plans for hiring, captain upgrades, base staffing, Flight Instructor and Check Airman hiring. Maintain and facilitate the Population of the SIM, DEVICE, and CLASSROOM schedule Map and plan how all the class plans and CQ relate and fit into the schedule. Facilitate evaluation of all schedules to insure mutual benefit to all Pilots, Check Airmen, Flight Instructors and the company. Ultimately creating an efficient and cost effective schedule. Maintain and facilitate the usage of the LEAD Operations Pilot Training Demand Staffing Model. Coordinates directly with Crew Planning to verify current or add additional data points. Foster timely and essential communication between Crew Planning and all other business partners. Weekly redistribution of CQ numbers to maintain crew compliment, keep costs low and insure contractual compliance. Organize and standardize spreadsheets and processes across LEAD OperationsStandardize, automate and or create spreadsheets within LEAD Operations. Update and establish processes across LEAD Operations. Primary meeting support providing data points to our business partners Must possess ability to translate complicated data from multiple sources and relay this data to a multitude of customers. Includes all supporting research and documentation. Updates training resource plans for simulators, instructors, check airmen, classrooms, and other flight training devices. May perform other job duties as directed by Employee's Leaders. Must understand the Flight Operations organization, philosophies, and procedures.

Do you enjoy being part of something new in a fast-growing, innovative area of the business? Do you find joy in supporting others and proactively seek out ways to make things better or easier for those around you? The Director of Effectiveness & Operations and team within the Digital Transformation and Technology department are seeking a Sr. Leader Administrator to do just that.

DTT Effectiveness & Operations (DEO) is a newly formed team that exists to enhance the strategic alignment, impact, efficiency, and culture of the DTT department. The work of DEO consists of a number of shared outcomes that broadly benefit the department, such as talent and learning programs, planning and strategy development, effectiveness measurement, internal communications and marketing, departmental operations and more.

In this role, the Sr. Leader Administrator will support both the team and the Director, who in addition to leading the team, also supports the Chief Digital Officer and Digital Leadership Team in a chief-of-staff capacity. This role will take on critical support tasks that will elevate the contribution of both the Director and the DEO team, thus impacting the full DTT department. This includes tasks such as: managing calendars, planning and coordinating meetings and events, scheduling meetings and conference calls, conducting research, handling information requests, drafting and sending correspondence, managing recurring tasks, editing communications, and seeking out digital solutions to make administrative processes more efficient. This role also serves in growing and maintaining culture and engagement within the DEO team.
Responsibilities

• Provide proactive support for Director; serving as main point of contact and representing the Director and DEO team on the DTT Administrators team.• Manage and maintain Director's calendar by prioritizing commitments, resolve conflicts and last-minute changes

• Assist with Director's email and correspondence to ensure deadlines are met and responses are timely• Manage the Digital Leadership Team (DLT) calendar and partner with the Director on DLT meetings: agendas, preparation, organization, and creating meaningful moments that build camaraderie• Perform day-to-day administrative tasks for the team and their ongoing projects, such as scheduling, travel arrangement, expense management, vendor invoice processing, document management, etc.• Research, plan and execute events on behalf of or for DEO, such as conferences, team outings, and celebrations.• Coordinate meetings on behalf of the team -- from logistical preparation to agenda support to follow-up tasks- to facilitate a productive experience. Meetings range from team meetings, group meetings with other Support Center Staff, in-field meetings, and external partner meetings• Support the logistics of DTT Department Gatherings, which range from special events to business meetings of the full department; serve as primary point of contact for vendors that support meeting execution.• Support a variety of administrative and support activities for the Digital Institute, a learning accelerator program to grow digital leaders. Tasks range from recurring onboarding tasks, to scheduling and meeting coordination, to sending recurring communications• Draft, edit and proofread internal and external communications, such as emails, blog posts, Microsoft Teams posts, and more• Provide administrative support to the DEO team around DTT's current and future workspace needs• Prepare PowerPoint presentations and design professional graphic documents• Help identify, prepare and update processes and procedures for DEO to drive clarity and alignment• When asked, take notes in meetings and distribute as necessary.• Provide insight to overall pulse of teams and department and assist with culture/engagement activities.

Minimum Qualifications

• Servant spirit, with a strong desire to help wherever is needed• Strong ability to anticipate needs, with a demonstrated track record of proactively identifying and solving problems• Excellent interpersonal relational skills, with ability to modulate communication appropriately across all levels-- from college students, to the C-suite, and in between• Strong execution skills and follow-through with minimal supervision; a sense of personal ownership to get things done• Ability to juggle multiple responsibilities and prioritize appropriately• Highly organized and able to compile, manage and track details, events, and data in an organized manner on-line that allows for quick access• Ability to be trusted with confidential information• Comfort working in a mobile, collaborative work environment

• Proficient with Microsoft Office Suite

Preferred Qualifications

• 2 years of experience supporting a Director (or above) at a mid-to-large-sized organization• Experience in supporting a team, not only an individual• Experience in modern collaboration tools, such as Miro, Mentimeter, etc.• Desire to learn new technology and adopt as appropriate• Desire to create meaningful moments and thoughtful touches

Minimum Years of Experience

2

Travel Requirements

10%

Required Level of Education

Bachelor's degree or equivalent experience

Preferred Level of Education

Bachelors Degree


Job FunctionAdministration

Position TypeExperienced Professionals

Posting Location : LocationUS-GA-Atlanta