Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Carol Harrington

Orlando,FL

Summary

Strategic and People-Centered Executive Leader with over 20 years of experience driving operational excellence, leading large-scale teams, and enhancing the end-to-end customer and employee experience. Adept at aligning people strategy with enterprise goals to deliver high-impact outcomes across complex, multi-site environments. Proven ability to lead through transformation using Agile methodologies, AI-driven solutions, and data-informed insights. Passionate about creating compassionate, efficient, and accessible systems—making me an ideal fit for purpose-driven healthcare organizations like AdventHealth. Known for cultivating inclusive teams, improving retention, and building community partnerships that reflect a deep commitment to service and care.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Vice President Product Portfolio Operations Manage

JPMorgan Chase
02.2023 - Current
  • Drove enterprise-wide efficiency and growth by supporting strategic initiatives to streamline operations across diverse business units, while analyzing market trends to identify and activate new expansion opportunities aligned with organizational goals..
  • Collaborated with senior leadership to define departmental strategy and executed high‑impact projects end‑to‑end, ensuring alignment with organizational vision while consistently delivering results on time and within budget.
  • Cultivate strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
  • Coordinate delivery against business objectives across multiple products, managing reporting and communications for portfolio management operations and change initiatives
  • Led cross-functional teams to deliver high-impact projects using Agile methodologies and AI-driven reporting, achieving measurable improvements in service delivery and stakeholder alignment.

Vice President Business Operations Manager

JPMorgan Chase
06.2021 - 01.2023
  • Collaborated with Business Banking Operations and stakeholder teams in product forums to ensure product roadmap alignment, improving operational transparency and cross-functional coordination across departments.
  • Spearheaded seamless product rollouts by assessing operational impacts and partnering closely with product, field, and business teams, while identifying and implementing process enhancements that eliminated future demand and significantly improved operational efficiency and service quality.
  • Strategized cost‑reduction initiatives for product teams and senior stakeholders, delivering measurable savings while elevating both customer satisfaction and employee experience through continuous improvement aligned with business objectives.
  • Cultivated a culture of innovation and cross‑functional collaboration while advising teams on operational procedures and process enhancements, driving continuous improvement initiatives that aligned with business objectives and increased efficiency.

Associate for Card Member and Retail Services

JPMorgan Chase
10.2013 - 06.2021
  • Developed and led a team of 12 frontline managers across Escalations, Payment Resolution, and key partnerships, ensuring efficient operations and strong relationships.
  • Directed policy-based decisions focused on revenue protection and asset safeguarding, while forging and sustaining strong relationships with key stakeholders across departments to drive alignment with organizational objectives and enhance communication effectiveness.
  • Managed the full-cycle recruitment process, including sourcing, interviewing, and extending job offers for open requisitions, ensuring talent alignment with organizational needs.
  • Elevated both employee and customer engagement by designing and delivering training and development programs that cultivated a collaborative culture, while implementing strategic initiatives that enhanced customer satisfaction and loyalty through targeted process and experience improvements.
  • Played an integral role in launching the Retail and Cross-Function line of business by coordinating tasks among team members while adhering closely to established timelines and budgets.

Interim Project as Operations Director

JPMorgan Chase
04.2019 - 02.2020
  • Led and coordinated a team of 750+ employees across a complex, multi-functional operational matrix, delivering actionable strategies that consistently drove business results.
  • Established strong business partnerships, effectively managing influence both upward and downward across functions and departments to ensure alignment and operational success.
  • Resolved complex, high-priority employee and customer issues, providing timely and effective solutions to enhance satisfaction and operational efficiency.
  • Identified opportunities for cost reduction and process improvement, implementing changes that resulted in significant savings for Average Handle Time
  • Led community outreach initiatives at the site level, enhancing the company’s presence and fostering positive relationships with local organizations.

Education

Bachelor of Science - Business Management

University of Phoenix
Tempe, AZ
05-2004

Skills

  • Operations management
  • Succession Planning & Talent Development
  • Team Member Experience & Retention
  • Agile Strategy & Continuous Improvement
  • Cross-functional Leadership & Stakeholder Engagement
  • Data-Driven Decision Making & People Insights
  • Performance Management & Employee Engagement
  • Change Management & Operational Efficiency
  • Strategic Planning
  • Contact Center Excellence

Certification

  • Lean Six Sigma Green Belt Perdue University, 2013

Timeline

Vice President Product Portfolio Operations Manage

JPMorgan Chase
02.2023 - Current

Vice President Business Operations Manager

JPMorgan Chase
06.2021 - 01.2023

Interim Project as Operations Director

JPMorgan Chase
04.2019 - 02.2020

Associate for Card Member and Retail Services

JPMorgan Chase
10.2013 - 06.2021

Bachelor of Science - Business Management

University of Phoenix

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