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Travel Servicing Operations Manager

Travel & Lifestyle Services

• Sunrise, Florida, United States
• Phoenix, Arizona, United States
• United States

Work Location Options:

Hybrid/Virtual

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and erse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

American Express Travel & Lifestyle Services (TLS) provides our Card Members around the world with a full range of travel services, from trip planning and booking to enhancing the broader travel experience. It is our mission to become essential to our customers by providing differentiated products and services. To accomplish this, we must make Membership come to life, every day.

A successful TLS Travel Servicing Manager has a passion for delivering extraordinary service and demonstrates leadership ability to inspire their team to drive outstanding business results. They will use performance metrics to drive business results, monitor customer interactions to ensure extraordinary service, and provide consistent and ongoing coaching and feedback. They are an advocate for both their colleagues and their customers. They thrive in ambiguity and can effectively lead their team through change. They are intellectually curious, constantly striving for information about their team, the business, the industry, and they share a passion for growth and knowledge with their teams and peers.

How will you make an impact in this role?

• Inspire Team Leaders and their teams to achieve and exceed their goals by providing outstanding coaching, training, and development and by rewarding and recognizing results
• Evaluate key performance indicators on an ongoing basis and provide continuous coaching and feedback
• Assess the team’s skill levels and competencies and create development and action plans that are owned and driven by the colleagues
• Communicate with their team to ensure that they are well informed about issues which affect them and their customers
• Create and implement creative solutions to grow the business
• Drive Card Member engagement, exceptional customer experience, and billings growth

Minimum Qualifications

• Minimum of 3 years of leadership experience in a customer service-related industry
• Demonstrated ability to set the agenda and think strategically
• Strong analytical and creative problem-solving skills
• Effective organizational communication skills to drive collaboration and bring others with you
• Outstanding teammate who has proven success working with teams to accomplish goals
• Ability to build relationships across multiple LOBs and partners
• Meticulous with strong organizational and prioritization skills who can work in a fast-paced environment
• Ability to drive and gauge business results
• Ability to successfully understand and implement policies, procedures, and programs
• Knowledge of travel agency regulations, operations and procedures preferred
• Microsoft Excel and PowerPoint experience
• Flexibility to work shifts to meet customer needs

Salary Range: $80,000.00 to $155,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.