Team Leader – Travel & Lifestyle Services

American Express Travel & Lifestyle Services (TLS) provides our Card Members around the world with a full range of travel services, from trip planning and booking to enhancing the broader travel experience. It is our mission to become essential to our customers by providing differentiated products and services. To accomplish this, we must make Membership come to life, every day.

Responsibilities:

Our dynamic Team Leaders engage daily in delivering operational excellence through call center management, data analytics, monitoring the Card Member experience, and creating an engaging colleague environment.  Leaders set the agenda by clearly presenting a compelling vision of success to their colleagues, connecting TLS Operations to the broader company, and staying connected to world events that influence the travel industry.

Leaders create an engaging and successful environment to manage, lead and mentor a team of dedicated Travel Consultants who provide travel services to our Premium Card Members. If there’s a way to give our Card Members what they want, you’ll find it. And that means knowing how to:

  • Select and onboard new hires, creating a positive experience and setting them up for success
  • Encourage your team to achieve their goals at an individual and team level
  • Evaluate your team’s performance, and provide consistent coaching and feedback to drive continuous improvement
  • Recognize key performance indicators and build individual development and action plans that are owned and driven by the employees
  • Conduct team meetings, to lead your team through change or to ensure they are informed of any issues which may affect the way they service our Card Members

Ensure outstanding service delivery is the main priority

Minimum Qualifications:

  • A minimum of 1-year direct leadership and/or experience in mentoring, coaching, and developing a team
  • A minimum of 1 year experience in a service-focused environment
  • Demonstrated passion for service with the ability to resolve Card Member issues and concerns, inspiring loyalty to the brand
  • Maintain resilience, composure and remain positive under pressure and always changing circumstances
  • Strong consultative coaching skills with ability to confidently empower and inspire a team
  • Ability to drive and measure business results
  • Strong analytical skills
  • Proficiency with Microsoft Excel, Word and PowerPoint
  • Good time management and can effectively prioritize team workloads
  • Bachelor’s degree is preferred
  • Travel or hospitality industry experience, with knowledge of a GDS reservation / booking system a plus
  • Call center experience a plus

This position supports colleagues across the time zones of the US. Hours of operation are 24/7 daily. Leaders’ schedules are selected via a performance-based schedule bid at minimum one time annually. Leaders are expected to remain flexible to support the fluid needs of the business.

 

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.  

We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e. 2 doses for Moderna/Pfizer and 1 dose for J&J) . This requirement is subject to legally required accommodations.

US Job Seekers/Employees – to view the “” poster and supplement and the .

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#RAD_TLSVirtual

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