Team Leader - Travel & Lifestyle Services
Company: American Express
Posted on: September 24, 2022
American Express Travel & Lifestyle Services (TLS) provides our
Card Members around the world with a full range of travel services,
from trip planning and booking to enhancing the broader travel
experience. It is our mission to become essential to our customers
by providing differentiated products and services. To accomplish
this, we must make Membership come to life, every day.
Our dynamic Team Leaders engage daily in delivering operational
excellence through call center management, data analytics,
monitoring the Card Member experience and an entrepreneurial
approach to work. Leaders set the agenda by clearly presenting a
compelling vision of success to their colleagues, connecting TLS
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 dedicated Travel Consultants who provide
travel services to our Premium Card Members. If there's a way to
give our Card Members what they want, you'll find it. And that
means knowing how to:
+ 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
+ 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
+ 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
Do you have the motivation to build a career here?
+ A minimum of 2 years direct leadership experience, mentoring and
developing a team
+ A minimum of 1 year experience in a service-focused
+ 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
+ Bachelor's degree is preferred
+ Travel or hospitality industry experience, with knowledge of a
GDS reservation / booking system a plus
+ Contact center experience a plus
This position supports colleagues across the time zones of the US.
Hours of operation are 24/7 daily. Leaders' schedules are selected
via a performance-based schedule bid at minimum one time annually.
Leaders are expected to remain flexible to support the fluid needs
of the business.
**Work at Home Requirements:**
+ Through our Bring Your Own Internet (BYOI) Program, you will be
required to locate an internet service provider who meets our
connectivity requirements and arrange connections in advance of
your class start date.
+ American Express will provide BYOI participants a monthly
allowance to help offset costs of internet services.
+ Current minimum speed requirements are 25 mbps download x 5 mbps
upload speeds, preferably through broadband cable or fiber optic
services (Wi-Fi, Satellite, or DSL is not permitted).
+ A secure home office, located at your confirmed address of
residence, free from background noise or other distractions
+ Candidates must reside in one of 47 states where we currently
hire (all U.S. States, exception: Alaska, Hawaii and California).
If you live within 35 miles of one of our TLS Service Centers
(Phoenix, AZ or Sunrise, FL), you may be required to work in the
+ Travel for business related meetings, trainings or otherwise may
At American Express, we know that with the right backing, people
and businesses have the power to progress in incredible ways.
Whether we're supporting our customers' financial confidence to
move ahead, taking commerce to new heights, or encouraging people
to explore the world, our colleagues are constantly redefining
what's possible - and we're proud to back each other every step of
the way. When you join #TeamAmex, you become part of a diverse
community of over 60,000 colleagues, all with a common goal to
deliver an exceptional customer experience every day. 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. You Lead the Way. We've Got Your
In order to work in or visit any of our offices in the United
States, we require colleagues to be fully vaccinated against
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. Employment eligibility to work with American
Express in the U.S. is required as the company will not pursue visa
sponsorship for this position.
US Job Seekers/Employees - Click here to view the " EEO is the Law
" poster and supplement 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.
**Primary Location:** United States
**Other Locations:** US-Florida-Sunrise, US-Arizona-Phoenix
**Req ID:** 22024933
Keywords: American Express, Salem , Team Leader - Travel & Lifestyle Services, Hospitality & Tourism , Salem, Oregon
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