Job DescriptionThe US Consumer Services (USCS) group is responsible for growing our consumer business worldwide, strengthening our global leadership position in the premium travel & lifestyle spaces, 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 our city lounges. This individual will partner with the Vice President & peer Directors of Airport Lounge Operations , as well as the Global Lounge Collection Benefit Management team, to maintain our leadership position in the lounge business through developing best-in-class servicing standards, optimizing city lounge operator partnerships, leading a team of frontline colleagues and collaborating with key internal partners to effectively operate our city lounges.
This is an excellent opportunity for a strong people leader with a proven track record in an operations environment, a passion for delivering extraordinary service, and a demonstrated leadership ability to inspire their team to work together to drive outstanding business results.
ResponsibilitiesKey Responsibilities:- Lead a high performing team of frontline colleagues and inspire a strong, close-knit team culture to drive engagement and customer satisfaction in a diverse and inclusive environment.
- Define city lounge & operator KPIs to measure and improve cardmember servicing and financial performance.
- Manage city lounge operations budgets and P&Ls
- Develop and execute talent management strategy including hiring, onboarding and training plans for the frontline colleagues
- Closely partner with Global Lounge Collection Benefit Management team in optimizing the near & long-term strategy for city lounges.
- Address guest feedback and concerns
- Coach your team to provide a high-touch, premium experience for all guests
- Track event sales and own event execution
- Find opportunities to improve operations and implement creative solutions to grow the business.
QualificationsQualifications:- 10 years of experience in operations 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 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
About the TeamWe back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- 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.
The below 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.
