Description
I ntro
American Express Travel & Lifestyle Services (TLS) 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.
Role Description
The Team Leader will serve as a coach for our Centurion Servicing Platform who handling all aspects of their Travel, Lifestyle and Card 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 is an entrepreneur who is an advocate and supporter for both their employees and their customers. They thrive in ambiguity and can effectively lead their team through change. They are intellectually curious, constantly striving for information about their team, the business, the industry, and they share a passion for growth and knowledge with their teams and peers.
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
As a Centurion Team Leader, you will be responsible for:
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
If you know what it takes to provide a true luxury experience, this may be the role for you.
Qualifications
Qualifications
American Express is looking for a candidate who can bring the following experience:
3 years customer engagement / relationship management experience
2 dynamic leadership or coaching experience, creating followership and improved performance
Ability to assess an individual's performance, to deliver specific coaching needs
Sales or account management experience desired
Experience and interest in luxury lifestyle servicing
Broad domestic and international destination knowledge
Ability to drive and measure business results
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
Strong written, verbal and presentation skills
Demonstrated passion for service with the ability to resolve customer issues and concerns
Ability to manage and resolve conflict
Bachelor Degree is preferred
Although listed as virtual, these positions will preferably sit in either Sunrise or Phoenix.
We service our Card Members 24 hours / 7 days per week. The Centurion servicing department is open 7 days a week and hours of operation can changed due to servicing needs.
Why American Express?
What you choose to do for a living is one of the most meaningful decisions you can make.
At American Express, our job is to help you excel at yours. We provide experiences to become a great leader, a world of opportunities to grow your career, and an inclusive culture to help you thrive. Because the best way to back our customers is to back our people.
The powerful backing of American Express.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.
Job: Travel
Primary Location: United States
Other Locations: US-Arizona-Phoenix, US-Florida-Sunrise
Schedule Full-time
Req ID: 21009218