Jobs and Careers

Director - US Operations Lifestyle Experience - Global Travel & Lifestyle Services

American Express

United Statesfull_timeVerifiedPosted 19 Jul 2025

💰 $205,000/yr($130,000/yr – $205,000/yr)

About the role

Director - US Operations Lifestyle Experience - Global Travel & Lifestyle Services-25012914

Description

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.

American Express Global Travel & Lifestyle Services (GTLS) serves American Express Card Members worldwide with a comprehensive range of travel services, from trip planning and booking to enhancing the broader travel experience. GTLS is a critical component of the value proposition of American Express premium card products, focused on delivering Travel and Lifestyle benefits that foster differentiation and loyalty among premium Card Members. Global Travel & Lifestyle Services’ (GTLS) vision is to make membership come to life, everyday through a variety of services. The Lifestyle team offers many services, such as dining and entertainment experiences, to Premium Card Members as a complimentary benefit. GTLS is hiring for a Director to serve as the general manager over the US Lifestyle servicing business. The Director will own the lifestyle relationship with a large third-party partner. In doing so, they lead change management to further optimize the performance of the Lifestyle operation, improving Member satisfaction.We need a cogent leader who can manage the relationship and roll up her or his sleeves to drive execution. They will be responsible for lifestyle growth, rigorous operational management, and driving the overall relationship with our Card Members. We need an exceptional leader who can operate in gray areas, rapidly evaluate and implement changes where needed.The Director role will lead on several fronts:

Vendor Management – Own relationship with a large and strategic partner offering run the business guidance, inform planning and thoughtfully contribute to contract negotiations
Strategy – Develop strategies around operational efficiencies and ongoing improvements to the CardMember lifestyle experience
Enterprise Partnerships – Align operational decisions that require servicing support with relevant partners such as Product, Benefits, GABM, Compliance, and Finance. Translate enterprise initiatives into servicing impacts, offering constructive and meaningful feedback in the process
People Management – lead a high-performing team that has a broad range of responsibilities from capabilities transformation and dining/entertainment management to compliance and reporting

Minimum Qualifications

Provide strong people leadership and build a culture of high performance and development
Clear, confident, influential leadership/communication style that drives followership
Solid quantitative skills to understand operational metrics and use available data and analysis to identify key business drivers
Ability to build productive relationships across various stakeholders and influence key decisions
Detail-oriented and customer experience focused
Metrics and number savvy, makes data-driven decisions and has an analytical mindset
Effective communicator capable of flexing messages and direction at all levels, from senior leadership to front-line teams
Comfortable to lead through change and ambiguity
Partner management and/or customer service operation experience, with strong negotiation skills