Vice President, Lounge Operations and Servicing

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

The Global Lounge Experiences team’s mission is to be the indisputable leader in the premium lounge space through a strong, relevant Centurion Lounge footprint, exceptional customer experience, and differentiated partnerships.

The Centurion Lounge network consists of award-winning airport lounges worldwide and is a top benefit offered to AXP’s global premium Card Members. The 30 Centurion Lounges across the global provide eligible Card Members with a place to escape into luxury before flying, enjoy food and drink from renowned chefs and mixologists, and relax or catch up on work in thoughtfully designed spaces for all types of travelers. Centurion New York is a luxury space with unparalleled views and design located in the heart of New York City. Centurion New York delivers exclusive fine dining and lounge experiences to AXP’s Centurion Card Members.

The Vice President, Lounge Operations and Servicing, is responsible for the end-to-end operations of AXP’s Centurion Lounge network and Centurion New York. This individual will work to strengthen our leadership position in the lounge business through developing best-in-class servicing standards, optimizing our supplier and operator relationships, leading a large team of customer facing colleagues across the network and collaborating with key internal partners to effectively operate the network.

This is an excellent opportunity for an experienced people leader with strong track record in a hospitality operations environment who is interested in driving optimization strategies in a fast-paced and premium environment.

Key Responsibilities

• Set and deliver the Operations and Servicing strategy for the Centurion Lounge network and Centurion New York
• Lead a large, high performing customer facing team of colleagues around the world and inspire a strong, service-oriented culture to drive engagement and customer satisfaction in a diverse and inclusive environment.
• Own the operator relationships for the Centurion Lounge network and Centurion New York and maintain KPIs to measure and improve servicing and financial performance.
• Develop and execute talent management strategy including hiring, onboarding and training plans for customer facing colleagues
• Lead relationships with real estate and brand to effectively manage procurement and real-estate processes related to the Centurion Lounge operations.
• Closely partner with Global Lounge Collection Benefit Management team in developing the near and long-term strategy for the Centurion Lounge network and Centurion New York.
• 30% travel required (as conditions allow and to be aligned in partnership with leader)
  
  

Qualifications

• 10+ years of experience in large-scale operations leadership, ideally in a hospitality / food & beverage environment
• 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
• Experience managing third-party operators and contracts, clearly defining priorities and KPIs to drive outcomes
• 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 strong organizational skills and an ability to shift priorities with a 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
  
  

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

Salary Range: $185,000.00 to $260,000.00 annually + bonus + equity (if applicable) + 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 and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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.

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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