Senior Manager, Centurion Lounge Global Business Integration

The Senior Manager, Centurion Lounge Global Business Integration leads the implementation of strategic operational initiatives across the global Centurion Lounge network. Reporting to the Director of Centurion Lounge Operations Strategy & Implementation, this role partners across Lounge Operations, Product, Brand, Analytics, and Real Estate teams to translate strategic priorities into scalable operational solutions that are consistently executed and adopted across the network.

Serving as both a strategic thought partner and execution leader, this individual helps shape implementation approaches from initiative design through deployment, leading operational readiness, change management and governance. Success in this role requires balancing strategic thinking with disciplined, cross-functional execution to deliver operational improvements that enhance both the customer and colleague experience. 

• Partner with Lounge Operations and Product teams to shape implementation strategies and drive network-wide operational initiatives. 

• Lead the implementation of new and ongoing Centurion Lounge programs (e.g., Culinary Collective), ensuring consistent execution, stakeholder alignment, and effective governance.

• Develop and execute change management strategies that drive organizational readiness and adoption, partnering with the Center of Excellence to deliver training, standard operating procedures, and documentation.

• Establish implementation governance, monitor execution, mitigate risks, and drive accountability throughout delivery.

• Conduct operational assessments and opportunity analyses to identify process improvements and scalability opportunities across the global lounge network.

• Collaborate with Product, Brand, Real Estate, and Lounge Operations to integrate operational requirements into strategic initiatives, including new lounge openings, expansions, and renovations.

• Define success metrics, evaluate outcomes, and identify opportunities to strengthen adoption and continuously improve implementation effectiveness. 

• Develop executive-level communications and recommendations.

• Bachelor's degree required; MBA preferred.
• Demonstrated success leading complex, cross-functional initiatives from strategy through execution.
• Strong analytical and problem-solving skills with the ability to translate business priorities into scalable operational solutions.
• Experience in process design, operational optimization, or operating model transformation.
• Proven ability to influence cross-functional teams and drive results in a cross-functional organization. 
• Experience leading organizational change, enterprise implementation, or business transformation.
• Resilient, adaptable, and comfortable navigating ambiguity in a fast-paced environment.
• Excellent executive communication and presentation skills.
• Experience in hospitality, travel, customer experience, or operations is preferred.
• Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our 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.