Senior Manager Lifestyle 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?

American Express Travel & Lifestyle Services (TLS) serves American Express Card Members around the world with a full range of travel services, from trip planning and booking to enhancing the broader travel experience. TLS is a critical component of the value proposition of the American Express premium card products, focused on delivering Travel and Lifestyle benefits which allow American Express to create differentiation and loyalty with premium CMs. 

The US Lifestyle team manages a large third-party partner and is responsible for delivering many services, such as dining and entertainment experiences, to our premium CMs. The Senior Manager, US Lifestyle Operations is a critical role, responsible for partnering with and leading the Lifestyle servicing partner to deliver an exceptional customer experience. We are seeking a cogent leader with a customer focus, who can manage the partner relationship and roll up their sleeves to drive execution and improve Member satisfaction.

Job Responsibilities

• Act as a leader for servicing partner – develop and implement strategic priorities that drive partner results that continually exceed network performance expectations
• Manage relationships to the mutual benefit of American Express and the partner that results in win-win outcomes for both parties
• Drive continuous quality and efficiency performance improvements, including staffing flexibility, through contract adherence
• Work directly with partners and TLS Senior Leaders on strategic and tactical business solutions
• Create management level analyses and reports to track key business metrics against goals
• Act as a project leader for network-level projects with a limited duration and high exposure
• Manage a virtual servicing partner relationship
• Partner with program WFM and capacity planning to ensure operational success
• Managing scorecard/operational performance
• Drive seamless daily operations and extraordinary customer experience 
• Budget oversight for partner program
• Partner with GEO and Partner COE on forecasting and submitting monthly lock
• Manage CM escalations in partnership with TLS remediation team
• Liaison with dining and entertainment product leads to enable operations
• Lead a Sr. Analyst to support operations rigor for partner program  

Minimum Qualifications

• Decision-maker, highly motivated with strong business acumen and possessing strategic planning skills with strong emphasis on customer service operations
• Strong leadership and change management skills with experience in developing innovative but pragmatic operational strategies that ensure alignment between the business and partners
• Ability to challenge the status quo and seek dynamic solutions
• Extensive knowledge of call center operations and ability to analyze and improve processes
• Strong knowledge of lifestyle industry desired, though not required
• A strong client service and relationship management outlook, with the ability to challenge and influence senior business leaders while being co-operative and collaborative in style
• Strong organizational skills with the ability to manage multiple responsibilities while maintaining high quality standards
• Personal integrity, initiative, leadership qualities