Josh Lupkes

I’m an operations leader who builds and scales high-performing organizations powered by AI, data, and human-centered design. Over the past decade, I’ve helped companies like Chime and Amazon modernize customer experience and operational strategy—transforming service from a cost center into a strategic advantage. At Chime, I led operations supporting over 15 million members while driving the company’s transition to AI-first service. I served as executive sponsor for our chatbot, voicebot, and post-contact analytics programs, achieving 65–75% containment and millions of automated resolutions each month. Before that, I led multi-site operations for Amazon across North America, Europe, and Asia, driving automation, analytics, and leadership development at global scale. Whether building from scratch or scaling mature organizations, I focus on three things: operational clarity, intelligent automation, and exceptional leadership. I thrive at the intersection of technology and service—helping companies design systems that empower people, streamline operations, and deliver better customer outcomes. I’m passionate about shaping the next generation of customer experience in financial services and technology—where intelligent automation and human insight come together to deliver smarter, more empathetic support.