Vice President, TCE US Travel Network

American Express•Phoenix, AZ

4d•$176,750 - $282,000

About The Position

The Vice President, TCE US Travel Network is a senior leader on the US Travel & Concierge Experiences leadership team, responsible for leading the US Travel Network and delivering strong bookings and revenue growth alongside positive customer, colleague and operational outcomes. The role provides strategic and operational leadership across a complex sales and servicing environment, translating US TCE strategy into clear priorities and disciplined execution. It establishes accountability for sales and operational performance, coaches and develops leaders, raises selling capability, and ensures exceptional experiences for Card Members. The Vice President leads operational performance, customer experience, organizational development, transformation, risk management and enterprise partnerships across the network. The role works closely with leaders across TCE and Global Servicing, as well as partners in planning, analytics, learning, technology, product and other organizations. It requires strong enterprise judgment, clear communication, effective leadership through change and ambiguity, and a commitment to customers, colleagues, governance and controls. The position requires at least 10 years of relevant travel-industry experience, ideally in a leading travel agency or premium travel organization, and a record of leading large-scale travel sales operations and delivering hundreds of millions of dollars in annual sales. Employment eligibility to work in the U.S. is required; American Express will not pursue visa sponsorship for this position. The role may be onsite, hybrid or virtual depending on role and business need. The listed expected salary range is not provided in the posting.

Requirements

At least 10 years of relevant travel-industry experience, ideally within a leading travel agency or premium travel organization, with deep knowledge of travel sales and servicing.
Proven sales leadership and coaching expertise, with a record of building high-performing teams and delivering sustained, market-leading results.
Demonstrated track record leading a large-scale travel sales operation and delivering hundreds of millions of dollars in annual sales.
Demonstrated success creating a customer-focused sales culture while maintaining rigorous governance, controls and compliance with applicable U.S. regulatory requirements.
Ability to lead through senior leaders and manage operations across multiple teams and/or locations.
Strong track record of measurable improvements in customer experience, operational performance and productivity.
Ability to translate business strategy into operational priorities and execute effectively.
Strong commercial and analytical judgment, including the ability to use data and insights to drive decisions.
Demonstrated ability to influence and build effective relationships across functions and at senior leadership levels.
Experience leading complex transformation and organizational change.
Excellent communication skills and ability to create clarity, inspire teams and influence diverse stakeholders.
Commitment to developing talent and building inclusive, high-performing teams.
Eligibility to work in the U.S.; American Express will not pursue visa sponsorship.

Nice To Haves

Experience within Travel, premium customer servicing or a high-touch service environment.
Experience leading large, geographically dispersed operations.
Experience delivering digital or technology-enabled servicing transformation.
Strong understanding of workforce management, capacity planning and performance management within a large-scale servicing environment.

Responsibilities

Provide end-to-end leadership for the US Travel Network, setting sales and operational priorities and ensuring disciplined execution against business objectives.
Drive customer experience, colleague experience, productivity, quality and operational effectiveness.
Set performance expectations and operating rhythms, use data and insights to identify opportunities, and take timely action.
Align resources and capacity with customer demand and business priorities.
Build a culture of continuous improvement and simplify processes to improve operational effectiveness.
Champion a customer-first culture and high-quality service for Card Members.
Use customer feedback, operational insights and performance trends to identify and address root causes of customer pain points.
Partner across TCE to create a more connected customer experience and balance customer, commercial and operational considerations.
Lead and develop a geographically distributed organization through sales and operational leaders.
Set an organizational vision and translate strategy into clear priorities for colleagues.
Strengthen leadership capability, succession and talent pipelines, and create opportunities for colleague development.
Foster an inclusive, accountable, high-performing culture that empowers colleagues to deliver customer and shareholder outcomes.
Maintain a strong onsite leadership presence and build connectivity across the wider US Travel Network.
Lead transformation and change while protecting customer and colleague outcomes.
Identify opportunities to simplify work, improve productivity and strengthen end-to-end ownership.
Champion digital, data and technology-enabled improvements to servicing effectiveness.
Translate strategic initiatives into practical operational changes and ensure sustainable adoption across the network.
Create conditions for teams to learn and continuously improve.
Proactively identify, understand and manage operational risks.
Maintain strong governance, controls and regulatory compliance.
Partner with Control Management and other stakeholders to embed risk management in operational decision-making.
Promote colleague ownership of risk and appropriate escalation of issues.
Partner with the wider US TCE leadership team and contribute beyond the immediate remit.
Collaborate with planning, analytics, learning, technology, product and other partner organizations to deliver shared priorities.
Influence across organizational boundaries to resolve complex issues and improve end-to-end outcomes.
Represent the US Travel Network in senior leadership discussions, providing an operational and customer perspective.
Set a clear vision and translate it into executable priorities; make high-quality decisions at pace; communicate clearly; build trust and partnerships; lead through ambiguity and organizational change; empower leaders while maintaining accountability; and role-model sound judgment and integrity.

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 of paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
Free access to global onsite wellness centers staffed with nurses and doctors, depending on location
Free and confidential counseling support through the Healthy Minds program
Career development and training opportunities