Director-Travel Operations

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

The Director of Operations-Platinum Travel is responsible for delivering premium travel experiences to our Card Members with a team of over 200 Travel Consultants, based in Sunrise and Virtual. This role will drive operational excellence through consistent delivery of key performance indicators and develop high-performing leaders that drive an inclusive and engaged culture. This leader will play a key role in shaping the long-term vision for Premium Sales and Servicing in Travel, leading strategic priorities across the US Travel Network, and collaborating across teams to evolve our servicing model and deliver innovative solutions that meet the needs of our Card Members.

Key Responsibilities

Strategic & Operational Leadership:

• Lead a large, hybrid operation of 200+ colleagues, setting a clear strategy for world-class premium service in partnership with other GTLS Directors.

• Develop and execute business plans, service strategies, and staffing models in collaboration with GPCO, Talent Acquisition, GLKM, and other cross-functional partners.

• Deliver exceptional customer experiences while driving revenue growth, efficiency improvements, and adherence to compliance.

• Manage complex projects end-to-end — from scoping and design through implementation with key partners, while demonstrating measurable results.

People Leadership:

• Inspire, coach, and develop leaders and frontline teams to achieve high engagement, customer satisfaction, and performance results.

• Build a strong culture of trust, accountability, coaching, and empowerment across all teams, fostering an inclusive environment where colleagues can thrive.

• Champion change initiatives and lead transformation efforts that modernize servicing and elevate the customer experience.

Customer Experience & Quality:

• Champion the delivery of exceptional, personalized travel experience, ensuring service standards meet or exceed expectations for premium customer segments.

• Leverage customer feedback, insights, and analytics to identify trends, optimize processes, and remove friction from the customer journey.

• Serve as a thought partner across global GTLS leadership, contributing to innovation in service delivery, service recovery, and complaint resolution.

Additional Requirements:

• Ability to travel domestically up to ~25%.

Minimum Qualifications:

• Proven senior leadership experience managing large contact center operations, including virtual/hybrid teams of 100+ colleagues.

• Demonstrated ability to lead transformation, drive change, and elevate organizational performance.

• Strong analytical, operational, and financial acumen, with enhanced ability to turn data into actionable insights.

• Track record of delivering strong sales, revenue, and customer-experience results within a virtual or multi-site environment.

• Experience developing and executing strategies for premium customer service and sales, including comfort presenting in town halls, leader