American Express

Travel & Concierge Experience Bilingual Manager

American Express • $75K — $95K *
Montreal, QC H1A 0A1In-Person
Hospitality & Recreation
Less than 5 years of experience
Reposted 2 weeks ago
Job Overview by Ladders

Qualifications

  • 3+ years of leadership experience, preferably in a managerial role overseeing other leaders
  • Fluency in French, both spoken and written
  • Authentic and inspirational leadership style with proven ability to apply the Amex Framework for Winning
  • Experience leading teams in a virtual environment with attention to office culture
  • Understanding of travel agency regulations and operations, including necessary certifications (TICO, OPC)
  • Analytical and creative problem-solving skills
  • Strong organizational skills and adaptability in high-pressure situations

Responsibilities

  • Inspire and motivate Team Leaders and their teams to exceed performance goals through impactful coaching and recognition
  • Transform customer experiences by enhancing service delivery and communication methods
  • Build and nurture an inclusive workplace culture that promotes colleague engagement and growth
  • Develop innovative solutions for customer accessibility by collaborating with internal and external partners
  • Drive colleague engagement initiatives that foster belonging and well-being
  • Assess and enhance team competencies through tailored development plans
  • Measure success through improved service delivery, employee engagement, and customer satisfaction metrics

Benefits

  • Competitive salaries and bonus incentives
  • Financial well-being and retirement support
  • Comprehensive medical, dental, and vision coverage, along with life and disability insurance
  • Flexible working arrangements (hybrid, onsite, or virtual) based on role requirements
  • Generous paid parental leave
  • Access to global wellness centers for physical health support
  • Confidential counseling offered through the Healthy Minds program
  • Opportunities for career development and training
Full Job Description
Job Description

A successful Manager within American Express Travel & Concierge Experience (TCE) has a passion for delivering extraordinary service and demonstrates leadership ability to inspire their team and building connections and engagement to drive outstanding business results. This role will lead teams within TCE Canada Operations. They will coach a team of highly skilled and motivated Team Leaders and Travel Consultants who designing unforgettable trips and experiences for our Premium Card Members.
  • The Manager will establish a coaching culture centered around colleague well-being, obsess over the colleague experience, and provide consistent and on-going coaching and feedback to ensure their teams are performing at the highest level.
  • The Manager will set agenda providing clear goals and individual performance goals, use performance metrics and reporting to drive performance and business results, and monitor customer interactions to ensure extraordinary service.
  • The Manager 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.


Responsibilities

As a Manager of Canada Engagement and Operations, you will be responsible for:
  • Inspiring Team Leaders and their teams to achieve and exceed their goals by providing outstanding coaching, training, and development and by rewarding and recognizing results.
  • Transform the TCE Customer experience in two key areas: 1) Elevate our service delivery by improving what we do for our customer to source the best Travel and Concierge Experience 2)
  • Elevate how we communicate to our customers.
  • Engaging Team Leaders and their teams by building and fostering Inclusion, development and personal growth and generally significantly driving colleague engagement which will be measured through various listening post. This will be a significant portion of the Goals.
  • Creating and implementing creative solutions to enable access for our Customer this will include building relationships with partners internally and externally with key suppliers and Properties on a frequent basis.
  • Creating and implementing creative solutions to drive colleague engagement and foster a sense of belonging and well-being across the colleague base.
  • Assessing the team's skill levels and competencies and creating development and action plans that are owned and driven by the colleagues.
  • Key measures of success for this role include ability to inspire and engage teams to provide outstanding service, ability to foster an engaged culture centered around rewarding and recognizing results, ability to elevate service delivery, portfolio performance, employee engagement and improved customer satisfaction metrics.


Qualifications

  • Minimum of 3 years successful leadership experience and leading leaders experience will be preferred.
  • Ability to speak and write fluent French
  • Foremost an authentic inspirational leadership approach with demonstrated experience consistently applying the Amex Framework for Winning.
  • Experience working and leading from a Virtual environment with a focus on Office Culture.
  • Knowledge of travel agency regulations, operations & products.
  • TICO and OPC Manager Certification will be required.
  • Ability to serve as the designated Company representative for all OPC-related inquiries, while fulfilling responsibilities as the formally named OPC Officer and License Holder.
  • 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.
  • Attendance may be required on an occasional basis for partner events in the GTA (Toronto).
  • Flexible working hours to support various shifts as we operate in a 24 /7 Travel & Concierge Experience Center.

The stated salary range represents the expected compensation for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

Employment eligibility to work with American Express is required as the company will not pursue visa sponsorship for these positions

The job posting is for an existing vacancy.

We 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
  • Support for financial-well-being and retirement
  • Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
  • Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
  • Generous paid parental leave policies (depending on your location)
  • 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


About American Express

Amex provides industrial services to the coatings and linings sector, providing support for commercial, industrial, and maritime projects such as petrochemical, power, and water treatment industries. They offer painting services for steel structures, storage tank linings and coatings, pipelines, floors, and marine vessels such as ships, tugboats, and barges.

American Express Careers

Join the vibrant team at American Express, a global leader in financial services, and be part of a company that values innovation, leadership, and diversity. At American Express, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that is committed to excellence and inclusive growth. Work You’ll Do At American Express, we are dedicated to helping our employees reach their full potential. With a variety of career paths available in areas such as technology, marketing, finance, and customer service, American Express is the perfect place to advance your career. Our team is composed of highly skilled professionals who thrive on innovation and collaboration. Join our team and contribute to a company known for its prestigious history of leadership in the credit card industry. Engage in meaningful work that makes a real impact on our global scale business operations. American Express Leadership and Development Programs We believe in nurturing the leadership skills of our employees with extensive training programs and leadership development opportunities. Our commitment to professional growth is evident in our comprehensive benefits package that supports both personal and professional development. Internship Opportunities Start your career with an internship at American Express and gain valuable industry experience. Our internships offer a chance to develop skills, work on challenging projects, and learn from leaders in the industry. Interns at American Express are considered integral members of the team and are given responsibilities that provide a real insight into their future career paths. Diversity and Inclusion At American Express, diversity and inclusion are at the core of our company culture. We are committed to building a diverse workforce and inclusive environment where every employee feels valued and inspired. We offer diversity training programs that empower our employees to thrive and lead in a global marketplace. Networking and Innovation Our employees enjoy unparalleled opportunities for networking and personal growth through our global connections and innovative projects. American Express encourages a culture of innovation that helps propel our company and your career forward. Career Benefits and Growth American Express is dedicated to the growth of its employees. We offer competitive benefits, including health, retirement plans, and family leave, ensuring that our team members have the support they need to succeed both at work and in their personal lives. Join Our Team Explore the job opportunities and open positions at American Express. We are continuously hiring talented individuals who are passionate about their careers and interested in working for a company that offers a dynamic and supportive environment. Stay Connected Keep up to date with the latest from American Express Careers by following our career blog and signing up for job alert emails. Tailor your subscription to receive updates that match your skills and interests. Discover the exciting and rewarding career opportunities that await at American Express. SEARCH AMERICAN EXPRESS JOBS Whether you are looking for a full-time position, an internship, or a leadership opportunity, American Express offers a path to a rewarding career. Join us and make a difference with your passion, creativity, and drive.
Learn more about American Express
Size
64,000 employees
Market Cap
$108.1 billion
Industry
Finance & Insurance
Net Income
$3.1 billion
Founded
1850
5 Year Trend
+3.5%
Revenue
$37 billion
NASDAQ
AXP
* Ladders Estimates

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