Team Leader

Responsibilities

• Coach and inspire a team of Member Service Professionals to provide premium travel and lifestyle services
• Monitor customer interactions to ensure extraordinary service and high-touch guest experiences
• Set team and individual performance goals using metrics and reporting to drive business results
• Provide continuous coaching, training, and development to team members
• Manage team scheduling to ensure adequate coverage 365 days per year
• Collaborate with food and beverage partners to enhance the lounge experience
• Identify operational improvements and implement creative solutions to grow the business
• Manage and resolve conflicts effectively within the team and with customers

Requirements

• Minimum 2 years of proactive customer service experience (premium service experience preferred)
• Minimum 2 years of supervisory or leadership experience
• Experience in the airline, lounge, or travel industry is required
• Experience with reservation systems
• Ability to work flexible shifts, including nights, weekends, and holidays
• Strong written, verbal, and presentation skills
• Ability to work under pressure and manage multiple priorities

Benefits

• Competitive base salaries and bonus incentives
• 6% Company Match on retirement savings plan
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• 20+ weeks paid parental leave
• Career development and training opportunities
• Free financial coaching and wellness support

About the Company

American Express is a global leader in customer service and financial services, built on a 175-year history of innovation and trust. We are committed to backing our customers, communities, and colleagues through world-class service and a culture of inclusion.