Director of City Lounge Operations

Job Description

You Lead the Way. We’ve Got Your Back.

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 diverse 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.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

The US Consumer Services (USCS) group is responsible for growing our consumer business worldwide, strengthening our global leadership position in the premium travel & lifestyle spaces, and delivering exceptional, differentiated customer experiences.

Within USCS’ Travel & Lifestyle (TLS) team, the Global Lounge Experiences team is a high impact group, responsible for the strategic definition and delivery of the Global Lounge Collection benefit to Amex’s global premium Card Members. The Global Lounge Collection benefit encompasses the Centurion Lounge network and access to network lounges through partnerships (i.e., Delta, Priority Pass).

The Director, Lounge Operations and Servicing, is responsible for the end to end operations of our city lounges. This individual will partner with the Vice President & peer Directors of Airport Lounge Operations , as well as the Global Lounge Collection Benefit Management team, to maintain our leadership position in the lounge business through developing best-in-class servicing standards, optimizing city lounge operator partnerships, leading a team of frontline colleagues and collaborating with key internal partners to effectively operate our city lounges.

This is an excellent opportunity for a strong people leader with a proven track record in an operations environment, a passion for delivering extraordinary service, and a demonstrated leadership ability to inspire their team to work together to drive outstanding business results.

Responsibilities

Key Responsibilities:

• Lead a high performing team of frontline colleagues and inspire a strong, close-knit team culture to drive engagement and customer satisfaction in a diverse and inclusive environment.
• Define city lounge & operator KPIs to measure and improve cardmember servicing and financial performance.
• Manage city lounge operations budgets and P&Ls
• Develop and execute talent management strategy including hiring, onboarding and training plans for the frontline colleagues
• Closely partner with Global Lounge Collection Benefit Management team in optimizing the near & long-term strategy for city lounges.
• Address guest feedback and concerns
• Coach your team to provide a high-touch, premium experience for all guests
• Track event sales and own event execution
• Find opportunities to improve operations and implement creative solutions to grow the business.

Qualifications

Qualifications:

• 10 years of experience in operations or hospitality related industry
• Exceptional people leader and reliable teammate with tangible history of developing large teams and building a highly effective and results-driven culture
• Strong customer first mindset, with the ability to prioritize customer needs while balancing operational requirements
• Creative innovator with ability to combine best practices with new ideas to create compelling experiences for customers to deepen their engagement
• Highly motivated self-starter, with a sense of purpose, positive attitude and an agile approach - ability to shift priorities with changing internal and external environment
• Success partnering across complex organizations to drive change
• Prior leadership experience in global business operations, customer service, lounge, travel or hospitality related business with understanding of the luxury space
• Strong interpersonal skills with the ability to influence and manage expectations across large cross-functional teams, senior leaders and external stakeholders
• Executive level communications and presentation skills

About us

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.

About

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.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
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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The below 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.​