(US B30 EXEMPT/P4P AH TESTING) Team Leader-Travel

American Express•Phoenix, AZ

24d•$50,000 - $80,000•Hybrid

About The Position

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. Description: This is a critical frontline people leadership role in our contact center, leading a team servicing our premium US Centurion Card Member in a high-volume call environment. 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 GTLS 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 Associate Relationship Managers who provide travel, lifestyle and card services to our Premium Card Members. Compliance Language Salary Range: $50,000.00 to $80,000.00 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 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. 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. 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.

Requirements

A minimum of 2 years direct leadership and/or experience in mentoring, coaching, and developing a team
A minimum of 2 years 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

Nice To Haves

Premium / luxury servicing experience (Travel, Retail, or Concierge)
Travel or hospitality industry experience, with knowledge of a GDS reservation / booking system
Contact center experience
Experience leading Relationship Managed Teams

Responsibilities

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
Drive and reinforce end to end frontline servicing accountability
Support first point of contact for Card Member escalations

Benefits

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