Centurion Lead - Global Travel & Lifestyle Servicing - Temporary Work Assignment

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 Travel & Lifestyle Services (TLS) provides our Card Members around the world with a full range of services, from trip planning and booking to enhancing their travel plans with tailored experiences. It is our mission to become essential to our customers through the detailed delivery of our products and benefits. To accomplish this, we must make Membership come to life every day for our most premium Centurion Customers. 

An ideal Centurion Lead has previous experience of servicing our Card Members as well as prior exposure to other Leadership roles. The Lead will be responsible for supporting TLS Centurion Servicing team members & Team Leaders while further developing their own leadership experience. The individual is expected to build and maintain strong positive relationships with all teams, demonstrate a proactive nature with close attention to detail, and interact professionally at all levels within the organization.  

This role will be considered a temporary position with a rotational period of 3-6 months with the potential to extend up to 12 months based on the current needs of the business at that time.

How will you make an impact in this role?

• Management of Centurion Servicing team Slack channels

• Support phone volume as needed, up to 25% of your schedule  

• Review and audit all teams’ urgent queues and support Rush queue requests  

• Conduct awareness huddles with teams based on trends  

• Upskilling support – assist with complex servicing issues  

• Provide mentorship support and be a SME for new hires or RTW

• Provide feedback to frontline leadership on individual or team performance, identify gaps and opportunities for coaching and/or additional support  

• Management of customer issues and escalations – Card Member outreach as needed  

• Research and mitigation of any complaints, billing disputes, etc.  

• Assistance with special projects or ad hoc duties e.g., peer to peer coaching, huddles  

• Understand the specific travel, lifestyle, and card servicing duties of each team member you support  

• Analyze key metrics to find opportunities for process improvement  

• Appropriately maximize expertise to support the handling of sophisticated inquiries, ensuring timely completion to the satisfaction of the Card Member 

Minimum Qualifications:

• Direct experience working within Travel & Lifestyle Services

• Proficient in Centurion products and tools e.g., Sabre Red, Opus, RNT, and the ability to read PNR history 

• Strong consultative coaching skills with ability to confidently empower, mentor and develop a team

• Extremely strong verbal and written skills

• Ability to work independently with minimal direction 

• High level of integrity required for handling confidential information  

• Superior attention to detail and accuracy

• Exceptional customer service skills with proven results 

• Ability to effectively prioritize workloads

• Effectively inf