Centurion Travel Specialist Team Leader - Global Travel & Lifestyle Servicing

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?

Global Travel & Lifestyle Services (GTLS) provides our Card Members around the world with a full range of services, from trip planning and booking to enhancing their travel plans with tailored experiences.  It is our mission to become essential to our customers through the flawless delivery of our products and benefits.  To accomplish this, we must make Membership come to life every day through the delivery of travel, lifestyle, and card servicing for our most premium Centurion Customers.

The Team Leader will support our Centurion Servicing Specialist Team who handles all aspects of their Travel & Lifestyle servicing needs for our Luxury Members.  A successful Team Leader has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team to drive outstanding business results.

The Team Leader will be responsible for the performance of their team. The Team Leader will set team and individual performance goals and will use performance metrics and reporting to drive performance and business results.  They will monitor customer interactions to ensure extraordinary service and will provide consistent and on-going coaching and feedback to ensure their teams are performing at their highest levels. 

Responsibilities:

• Maintaining awareness of relevant customer trends and luxury industry developments, particularly in the travel and lifestyle space
• Assessing the team’s skill levels and competencies and creating development and action plans that are owned and driven by the colleagues
• Communicating with Luxury Members when necessary
• Communicating with their team to ensuring that they are well informed about issues which affect them and their customers
• Delighting the customer by ensuring their teams provide an accurate and high-quality experience
• Challenging themselves and their team to “raise the bar,” by driving continuous improvement

Minimum Qualifications:

• 3+ years Cruise/Tour or Hospitality experience
• 3+ years customer engagement experience
• 2 + years Centurion servicing
• 2+ years dynamic leadership or coaching experience, creating followership and improved performance
• Cruise/Tour tools knowledge i.e., PA5
• Compliance knowledge
• Ability to assess an individual’s performance, to deliver specific coaching needs
• Experience and interest in luxury lifestyle servicing
• Broad domestic and international destination knowledge
• Ability to drive and measure business results
• Strong written, verbal and presentation skills
• Ability to manage and resolve conflict

Preferred Qualifications:

• Bachelor's degree
• Outstanding team player who has proven success working with teams to accomplish goals
• Ability to successfully understand and implement policies, procedures, and programs
• Strong analytical and creative problem-solving skills
• Detail-oriented with strong organizational and prioritization skills who can work well under pressure
• Demonstrated passion for service with the ability to resolve customer issues and concerns

Salary Range: $60,750.00 to $100,500.00 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 United States is required as the company will not pursue visa sponsorship for these positions.