Business Support Manager - Communications - Vice President

Job Description

Join a team that keeps critical platforms reliable, resilient, and ready for change. You will lead day-to-day production support and stability while driving disciplined controls execution. You will also own end-to-end operational processing for key document/letter services, ensuring timely and accurate delivery. Partnering closely with engineering and product teams, you will improve release reliability and reduce incidents. This role is ideal for a hands-on operational leader who thrives on accountability, metrics, and continuous improvement.

As a Business Support Manager, with in Communication Services in Consumer and Community Banking (CCB), you will lead day-to-day production support and operational stability across critical platforms. You will oversee controls execution to ensure risk, audit, and compliance requirements are consistently met. You will own end-to-end operations for document and letter processing services, driving timely, accurate processing and continuous service improvement.

You will set clear priorities, metrics, and communications to drive operational outcomes across multiple stakeholders.

• Lead day-to-day production support across critical platforms, ensuring service stability and rapid restoration.
• Direct incident management, including triage, communications, escalation, and post-incident follow-up.
• Own operational governance and controls execution, ensuring evidence, attestations, and routines are completed accurately and on time.
• Drive end-to-end operations for document and letter processing services, improving timeliness, accuracy, and service outcomes.
• Improve deployment reliability through standardized release readiness, runbooks, and automated checks where possible.
• Reduce recurring incidents by driving root-cause remediation, corrective actions, and prevention plans with clear owners and dates.
• Establish and report operational metrics (availability, incident rates, change success, processing timeliness) to stakeholders.
• Prioritize operational work against risk and customer impact, balancing reliability needs with delivery commitments.
• Partner with upstream/downstream teams to improve end-to-end resiliency and reduce handoff failures.
• Coach and develop team members, setting expectations for accountability, quality, and continuous improvement.

• Minimum 5 years of experience in technology operations, production support, platform reliability, or a similar function.
• Proven leadership in incident management, including stakeholder communications and post-incident remediation.
• Demonstrated experience owning operational controls execution and working effectively with risk, audit, and compliance partners.
• Experience leading release/build coordination and improving deployment/change reliability.
• Strong ability to define and manage operational metrics, service level measures, and action plans.
• Demonstrated ability to prioritize across competing operational demands using risk and impact-based decisioning.
• Strong written and verbal communication skills, including executive-ready status updates.
• Experience partnering with engineering and product teams to drive stability improvements and reduce recurring issues.
• Experience developing runbooks, operating procedures, and governance routines for production environments.
• Strong people leadership skills, including coaching, performance management, and team development.

• Experience supporting high-volume, time-sensitive processing platforms with strict operational deadlines.
• Experience implementing automation and tooling to improve monitoring, release quality, or operational workflows.
• Experience leading cross-functional operational transformations (process, governance, metrics, and controls).
• Familiarity with change management practices that improve success rates and reduce production risk.
• Experience building executive dashboards and reporting that drive action and accountability.
• Preferred experience supporting more than one CCB Operations Function/Line of Business

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…