Experienced Director - Lounge Operations & Servicing: Lead the Way in Delivering Exceptional Customer Experiences
Are you a seasoned operations leader with a passion for delivering exceptional customer experiences? Do you have a strong track record of building high-performing teams and driving business growth in a fast-paced, premium environment? If so, we invite you to join our team as a Director - Lounge Operations & Servicing at American Express.
About Us
At American Express, we're committed to backing our customers, communities, and each other. We believe that when people and businesses have the right backing, they can achieve incredible things. As a global and diverse community of colleagues, we're dedicated to creating a career journey that's unique and meaningful to each individual. Our company values of integrity, customer obsession, and teamwork guide everything we do, and we're proud to be recognized as one of the world's most respected and admired companies.
The Opportunity
As a Director - Lounge Operations & Servicing, you'll be responsible for leading a high-performing team of frontline colleagues around the world, inspiring a strong, close-knit team culture, and driving engagement and customer satisfaction in a diverse and inclusive environment. You'll partner with key internal stakeholders to effectively operate the Centurion Lounge network, optimize supplier and operator relationships, and develop best-in-class servicing standards. Your expertise will be critical in maintaining our leadership position in the lounge business and delivering exceptional customer experiences.
Key Responsibilities:
* Lead a high-performing team of frontline colleagues around the world and inspire a strong, close-knit team culture to drive engagement and customer satisfaction in a diverse and inclusive environment.
- Manage operator relationships for the Centurion Lounge network and maintain KPIs to measure and improve servicing and financial performance.
- Identify trends and areas for improvement based on customer and colleague feedback, and take proactive measures to enhance the customer experience.
- Develop and execute talent management strategy, including hiring, onboarding, and training plans for frontline colleagues.
- Drive strong relationships with Global Supply Management, Global Real Estate, and Global Advertising & Brand Management to effectively manage procurement and real-estate processes related to Centurion Lounge operations.
- Closely partner with Global Lounge Collection Benefit Management team in optimizing the near- and long-term strategy for the Centurion Lounge network.
- Identify and mitigate potential risks related to health & safety, customer interactions, and data security, and lead with a clear understanding of company's code of conduct.
- Collaborate with the Centurion Lounge Center of Excellence to identify opportunities for process improvements and quality gains.
Qualifications:
* 10 years of experience in operations, travel, 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 the 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
What We Offer:
* Competitive base salary: $130,000.00 to $205,000.00 annually
- 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
Why Join Us?
At American Express, we're committed to creating a workplace that's inclusive, diverse, and supportive of all colleagues. We believe that when people feel valued and empowered, they can achieve incredible things. As a Director - Lounge Operations & Servicing, you'll be part of a global community of colleagues who are passionate about delivering exceptional customer experiences and driving business growth. You'll have the opportunity to develop your skills, build your network, and make a meaningful impact on our business.
How to Apply:
If you're a motivated and experienced operations leader with a passion for delivering exceptional customer experiences, we invite you to submit your application. Please click on the link below to apply: Apply To This Job We look forward to hearing from you! Apply for this job