Senior Manager Lifestyle Operations

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

American Express Travel & Lifestyle Services (TLS) serves American Express Card Members around the world with a full range of travel services, from trip planning and booking to enhancing the broader travel experience. TLS is a critical component of the value proposition of the American Express premium card products, focused on delivering Travel and Lifestyle benefits which allow American Express to create differentiation and loyalty with premium CMs. 

The US Lifestyle team manages a large third-party partner and is responsible for delivering many services, such as dining and entertainment experiences, to our premium CMs. The Senior Manager, US Lifestyle Operations is a critical role, responsible for partnering with and leading the Lifestyle servicing partner to deliver an exceptional customer experience. We are seeking a cogent leader with a customer focus, who can manage the partner relationship and roll up their sleeves to drive execution and improve Member satisfaction.

Job Responsibilities

• Act as a leader for servicing partner – develop and implement strategic priorities that drive partner results that continually exceed network performance expectations
• Manage relationships to the mutual benefit of American Express and the partner that results in win-win outcomes for both parties
• Drive continuous quality and efficiency performance improvements, including staffing flexibility, through contract adherence
• Work directly with partners and TLS Senior Leaders on strategic and tactical business solutions
• Create management level analyses and reports to track key business metrics against goals
• Act as a project leader for network-level projects with a limited duration and high exposure
• Manage a virtual servicing partner relationship
• Partner with program WFM and capacity planning to ensure operational success
• Managing scorecard/operational performance
• Drive seamless daily operations and extraordinary customer experience 
• Budget oversight for partner program
• Partner with GEO and Partner COE on forecasting and submitting monthly lock
• Manage CM escalations in partnership with TLS remediation team
• Liaison with dining and entertainment product leads to enable operations
• Lead a Sr. Analyst to support operations rigor for partner program  

Minimum Qualifications

• Decision-maker, highly motivated with strong business acumen and possessing strategic planning skills with strong emphasis on customer service operations
• Strong leadership and change management skills with experience in developing innovative but pragmatic operational strategies that ensure alignment between the business and partners
• Ability to challenge the status quo and seek dynamic solutions
• Extensive knowledge of call center operations and ability to analyze and improve processes
• Strong knowledge of lifestyle industry desired, though not required
• A strong client service and relationship management outlook, with the ability to challenge and influence senior business leaders while being co-operative and collaborative in style
• Strong organizational skills with the ability to manage multiple responsibilities while maintaining high quality standards
• Personal integrity, initiative, leadership qualities and the ability to work as part of a team in a virtual environment that demands excellence, time, and energy
• Outstanding communication, collaboration, and negotiation skills with the ability to create and sustain relationships with partners to drive tangible results
• Strong analytical thinking, financial management, and technical/presentation skills

Preferred Qualifications

• American Express Policy and Procedure
• Partner Management experience
• Familiarity with Travel & Lifestyle Industry knowledge and/or background
• Customer Service Operations experience

Salary Range: $80,000.00 to $155,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries 
• Bonus incentives 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
• Free and confidential counseling support through our Healthy Minds program 
• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

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.

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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.