Team Leader, Centurion Lounge Denver

Welcome to American Express: Where Your Career Journey Begins

At American Express, we believe that with the right support, people and businesses can achieve incredible things. As a global and diverse community of colleagues, we are committed to backing our customers, communities, and each other. When you join our team, you become part of a dynamic and inclusive environment where you can learn, grow, and create a career journey that is unique and meaningful to you.

About the Role: Team Leader, Centurion Lounge Denver

We are seeking a highly skilled and motivated Team Leader to join our Centurion Lounge team in Denver. As a Team Leader, you will be responsible for coaching and leading a team of Member Service Professionals (MSPs) to deliver extraordinary service to our American Express Card Members visiting the Centurion Lounge. If you have a passion for delivering exceptional customer experiences and a proven track record of leadership, we want to hear from you.

Key Responsibilities:

• Lead and Coach Your Team: Provide guidance, support, and coaching to your team of MSPs to ensure they are delivering exceptional service and achieving their goals.
• Drive Business Results: Use performance metrics and reporting to drive business results and identify opportunities for growth and improvement.
• Create a Cohesive Team Environment: Foster a positive and inclusive team culture that encourages collaboration, creativity, and growth.
• Communicate Effectively: Keep your team informed about changes, updates, and initiatives that may impact them or their customers.
• Manage Operations: Ensure adequate servicing coverage is provided 365 days per year, including filling in when needed, and manage lounge hours of operation from Monday to Sunday, 5:30 AM to 10:00 PM.
• Evaluate and Develop Your Team: Evaluate team performance, create development plans, and provide continuous coaching and feedback to help your team members grow and succeed.
• Collaborate with Partners: Work closely with food and beverage lounge partners to create an extraordinary customer experience for all Centurion Lounge visitors.
• Drive Continuous Improvement: Identify opportunities to improve operations, create and implement creative solutions, and challenge yourself and your team to "raise the bar" by driving continuous improvement.

Qualifications:

To be successful in this role, you will need:

• Minimum 2 Years of Customer Service Experience: Proactive customer service experience, with a focus on premium servicing, is required.
• Minimum 2 Years of Supervisory Experience: Supervisory experience, with a proven track record of leadership and team management, is essential.
• Airline, Lounge, or Travel Industry Experience: Experience in the airline, lounge, or travel industry, including reservation experience, is required.
• Demonstrated Passion for Service: A passion for delivering exceptional customer experiences, with the ability to resolve customer issues and concerns, is vital.
• Strong Communication and Analytical Skills: Strong written, verbal, and presentation skills, with the ability to manage and resolve conflict, drive and measure business results, and analyze and solve problems, are necessary.
• Flexibility and Adaptability: The ability to work flexible shifts, including nights, weekends, and holidays, and adapt to changing business needs, is essential.

What We Offer:

At American Express, we offer a competitive salary range of $55,400 to $81,400 annually, plus bonus and benefits. Our benefits package includes:

• Competitive Base Salaries: We offer competitive base salaries that reflect your experience and qualifications.
• Bonus Incentives: We provide bonus incentives that recognize and reward your contributions to the business.
• 6% Company Match on Retirement Savings Plan: We offer a 6% company match on our retirement savings plan to help you plan for your future.
• Comprehensive Medical, Dental, Vision, Life Insurance, and Disability Benefits: We provide comprehensive medical, dental, vision, life insurance, and disability benefits to support your overall well-being.
• Flexible Working Model: We offer a flexible working model that includes hybrid, onsite, or virtual arrangements, depending on role and business need.
• 20+ Weeks Paid Parental Leave: We provide 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: We offer free access to global on-site wellness centers staffed with nurses and doctors, depending on location.
• Free and Confidential Counseling Support: We provide free and confidential counseling support through our Healthy Minds program.
• Career Development and Training Opportunities: We offer career development and training opportunities to help you grow and succeed in your career.

Career Growth Opportunities and Learning Benefits:

At American Express, we are committed to helping you grow and develop in your career. We offer a range of career growth opportunities and learning benefits, including:

• Leadership Development Programs: We offer leadership development programs that help you build the skills and knowledge you need to succeed in leadership roles.
• Mentorship Opportunities: We provide mentorship opportunities that connect you with experienced leaders and professionals who can offer guidance and support.
• Training and Development Programs: We offer training and development programs that help you build new skills and knowledge in areas such as customer service, sales, and marketing.
• Cross-Functional Opportunities: We offer cross-functional opportunities that allow you to work in different areas of the business and gain new experiences.

Work Environment and Company Culture:

At American Express, we are committed to creating a work environment that is inclusive, diverse, and supportive. Our company culture is built on a set of values that include:

• Customer Commitment: We are committed to delivering exceptional customer experiences and building long-term relationships with our customers.
• Integrity: We operate with integrity and transparency in all our interactions, both internally and externally.
• Respect for People: We respect and value the diversity of our employees, customers, and communities, and we strive to create an inclusive and supportive work environment.
• Good Citizenship: We are committed to being good citizens and making a positive impact on the communities we serve.

Conclusion:

If you are a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for the Team Leader, Centurion Lounge Denver role. At American Express, we offer a dynamic and inclusive work environment, competitive compensation and benefits, and opportunities for career growth and development. Join our team and help us lead the way in delivering exceptional customer experiences.

Ready to Apply?

To apply for this role, please click on the "" link below. We look forward to receiving your application and exploring how you can contribute to our team's success.

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