Centurion Travel Specialist Team Leader - Global Travel & Lifestyle Servicing

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?

Global Travel & Lifestyle Services (GTLS) 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 flawless delivery of our products and benefits.  To accomplish this, we must make Membership come to life every day through the delivery of travel, lifestyle, and card servicing for our most premium Centurion Customers.

The Team Leader will support our Centurion Servicing Specialist Team who handles all aspects of their Travel & Lifestyle servicing needs for our Luxury Members.  A successful Team Leader has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team to drive outstanding business results.

The Team Leader will be responsible for the performance of their team. The Team Leader will set team and individual performance goals and will use performance metrics and reporting to drive performance and business results.  They will monitor customer interactions to ensure extraordinary service and will provide consistent and on-going coaching and feedback to ensure their teams are performing at their highest levels. 

Responsibilities: 

• Maintaining awareness of relevant customer trends and luxury industry developments, particularly in the travel and lifestyle space
• Assessing the team’s skill levels and competencies and creating development and action plans that are owned and driven by the colleagues
• Communicating with Luxury Members when necessary
• Communicating with their team to ensuring that they are well informed about issues which affect them and their customers
• Delighting the customer by ensuring their teams provide an accurate and high-quality experience
• Challenging themselves and their team to “raise the bar,” by driving continuous improvement

Minimum Qualifications:

• 3+ years Cruise/Tour or Hospitality experience
• 3+ years customer engagement experience
• 2 + years Centurion servicing
• 2+ years dynamic leadership or coaching experience, creating followership and improved performance
• Cruise/Tour tools knowledge i.e., PA5
• Compliance knowledge
• Ability to assess an individual’s performance, to deliver specific coaching needs
• Experience and interest in luxury lifestyle servicing
• Broad domestic and international destination knowledge
• Ability to drive and measure business results
• Strong written, verbal and presentation skills
• Ability to manage and resolve conflict

Preferred Qualifications:

• Bachelor's degree
• Outstanding team player who has proven success working with teams to accomplish goals
• Ability to successfully understand and implement policies, procedures, and programs
• Strong analytical and creative problem-solving skills
• Detail-oriented with strong organizational and prioritization skills who can work well under pressure
• Demonstrated passi