Analyst-Vacation Rental Program Management

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The U.S. Consumer Services Team is responsible for our suite of consumer products, services, and experiences in the U.S., including our premium, cobrand, cash back, and lending portfolios, Membership Rewards, Global Travel & Lifestyle Services, the Centurion Lounge network, our Global Dining and Resy businesses, and best-in-class marketing programs across customer, prospect, and partner channels. The USCS team is focused on making membership an indisputable competitive advantage and helping each other become better leaders every day.American Express entered the travel agency business in 1915 and today is one of the world’s largest luxury travel and lifestyle service networks. The Travel & Lifestyle Services (TLS) business provides exclusive access, differentiated value, extraordinary service, and unrivaled expertise to premium Card Members seeking leisure or business travel, as well as a variety of lifestyle services. The TLS COE (Center of Excellence) is tasked with uniting the travel and lifestyle benefits and strategic travel partner relationships globally to create structured and focused plans towards advanced Card Member engagement with Amex travel benefits.The Global Strategic Partnerships and Marketing (GPM) within TLS/American Express Travel brings together the best travel partners in the world to create unparalleled value and unforgettable experiences across the travel journey - and amplifies this to Card Members wherever they are.This role will sit within the Global Lodging and Emerging Travel team within GPM and report to the Sr. Manager, Vacation Rental Program Management Customer Experience.The Role The recently launched vacation rental program, Select Homes + Retreats (SHR), offers U.S. Platinum and Centurion Card Members the opportunity to book a curated portfolio of vacation rentals in select U.S. markets with perks such as earning 5X Membership points or using Pay with Points. Now a fully integrated travel offering, SHR priorities are growing program awareness, expanding inventory and markets and enhancing the customer experience and value proposition. 

The Analyst, Vacation Rental Program Management will provide operational support to a team responsible for partnering with stakeholders across Amex to continue to grow Select Homes + Retreats program awareness, expanding the program’s inventory and market footprint, partnering with new vacation rental management providers, delivering a flawless customer experience and ensuring that the program continues to offer differentiated and meaningful value to our customers and partners.

Key Responsibilities:

• Provide operational excellence support by collecting required third party due diligence and compliance documentation for new partners, and updating the information quarterly
• Lead quarterly compliance checks of team’s processes through Process Risk Self Assessment (PRSA) evidence compilation
• Support account manager handling a portfolio of partners by tracking and completing onboarding steps from contracting to rate loading and testing
• Manage the vacation rental management company (VRM) partnership pipeline by identifying new potential partnerships in target markets for expansion, and recommending VRMs for the team to engage
• Oversee program curation for quality and local law compliance, including hand selecting premium homes that fit the inclusion criteria for Select Homes + Retreats by reviewing photos, descriptions and house rules
• Evaluate accuracy of listings on Amextravel.com when VRMs make changes
• Ensure all approved listings are appearing on AmexTravel.com and helping to troubleshoot if they are not
• Facilitate reporting and monthly program performance updates
• Partner with TLS Marketing team on program marketing needs and initiatives
• Partner with TLS Servicing team on customer complaints/feedback
• Consult and collaborate effectively with external and internal stakeholders including Compliance, Legal, Digital Customer Experience, Marketing, Servicing, and Analytics teams

• Demonstrated superior attention to detail and project management skills
• Energetic self-starter with strong organizational skills and a proven track record of delivering meaningful results
• Strategic thinker who can evaluate multiple viewpoints, synthesize information and provide clear recommendations
• Ability to multitask effectively and prioritize among competing asks
• A collaborative team player with a can-do attitude who can learn on the fly and adapt quickly to evolving needs
• Excellent written and verbal communication skills
• Strong Powerpoint and Excel skills required

· A solid understanding and passion for the luxury and travel industries

Salary Range: $55,000.00 to $105,000.00 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 you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

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.

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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.