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Description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

The US Consumer Services (USCS) group is responsible for growing our consumer business worldwide, strengthening our global leadership position in the premium and travel space, and delivering exceptional, differentiated customer experiences.

Within USCS’ Travel & Lifestyle (TLS) team, the Global Lounge Experiences team is a high impact group, responsible for the strategic definition and delivery of the Global Lounge Collection benefit to Amex’s global premium Card Members. The Global Lounge Collection benefit encompasses the Centurion Lounge network and access to network lounges through partnerships (i.e., Delta, Priority Pass).

The Director, Lounge Operations and Servicing, is responsible for the end to end operations of Centurion Lounges and Centurion New York. This individual will partner with the Vice President & peer Director of Lounge Operations and Servicing, as well as the Centurion Lounge Center of Excellence and Global Lounge Collection Benefit Management teams, to maintain our leadership position in the lounge business through developing best-in-class servicing standards, optimizing our supplier and operator relationships, leading a team of frontline colleagues across the network and collaborating with key internal partners to effectively operate the network.

This is an excellent opportunity for a strong people leader with a strong operations track record who is interested in driving optimization strategies in a fast-paced and premium environment.

Key Responsibilities :

• Lead a high performing team of frontline colleagues around the world and inspire a strong, close-knit team culture to drive engagement and customer satisfaction in a diverse and inclusive environment.

• Manage operator relationships for the Centurion Lounge network and maintain KPIs to measure and improve servicing and financial performance.

• Identify trends and areas for improvement based on customer and colleague feedback, and take proactive measures to enhance the customer experience.

• Develop and execute talent management strategy including hiring, onboarding and training plans for the frontline colleagues.

• Drive strong relationships with Global Supply Management, Global Real Estate, and Global Advertising & Brand Management to effectively manage procurement and real-estate processes related to the Centurion Lounge operations.

• Closely partner with Global Lounge Collection Benefit Management team in optimizing the near & long-term strategy for the Centurion Lounge network.

• Identify and mitigate potential risks related to health & safety, customer interactions and data security, and lead with a clear understanding of company’s code of conduct.

• Collaborate with the Centurion Lounge Center of Excellence to identify opportunities for process improvements and quality gains.

• 30% travel required (as conditions allow and to be aligned in partnership with leader)

Qualifications :

• 10 years of experience in operations, travel, or hospitality related industry

• Exceptional people leader and reliable teammate with tangible history of developing large teams and building a highly effective and results-driven culture

• Strong customer first mindset, with the ability to prioritize customer needs while balancing operational requirements

• Creative innovator with the ability to combine best practices with new ideas to create compelling experiences for customers to deepen their engagement

• Highly motivated self-starter, with a sense of purpose, positive attitude and an agile approach - ability to shift priorities with changing internal and external environment

• Success partnering across complex organizations to drive change

• Prior leadership experience in global business operations, customer service, lounge, travel or hospitality related business with understanding of the luxury space

• Strong interpersonal skills with the ability to influence and manage expectations across large cross-functional teams, senior leaders and external stakeholders

• Executive level communications and presentation skills

Qualifications

Salary Range: $130,000.00 to $205,000.00 annually bonus equity (if applicable) 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 our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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.

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.

US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and the Pay Transparency Policy Statement.

If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

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

Job: Operations

Primary Location: United States

Schedule Full-time

Req ID: 24023148