Senior Manager- Centurion Lounge Operations

The Global Airport Benefits Team is part of the Global Benefits and Services organization, focused on delivering world class, differentiated customer benefits to American Express customers. Serving as a center of excellence to support our Consumer, Commercial, and Lending products across the enterprise, this team is responsible for the strategy, rollout, and delivery of airport benefits globally. This includes management of The American Express Global Lounge Collection, which provides Platinum and Centurion Members access to 1,100 lounges around the world, including our proprietary network of Centurion® Lounges.

The role of the Regional Manager is to ensure that the highest possible level of service is provided at American Express’s proprietary lounges in the US and abroad. This individual will oversee the operations teams in a number of the American Express Centurion lounges, with direct reporting responsibility of the on-site team leaders.

As a member of the operation’s team, the incumbent is responsible for working with business partners and internal stakeholders to ensure delivery of a world class customer experience. Key focus for this role will be on achieving operational excellence across our network, including daily operations within the lounges, execution of opening new lounges, and collaborating with the third-party food and beverage operator on the overall lounge experience. Ability to analyze and resolve issues, seek improvements in cost and quality, and enhance servicing opportunities will be vital in future and existing lounges.

The Regional Manager will spend a considerable amount of time in a leadership role with direct management oversight of the lounge Team Leaders (TLs), onsite third-party food and beverage operators and is accountable for four major areas of responsibility:

The Global Airport Benefits Team is part of the Global Benefits and Services organization, focused on delivering world class, differentiated customer benefits to American Express customers. Serving as a center of excellence to support our Consumer, Commercial, and Lending products across the enterprise, this team is responsible for the strategy, rollout, and delivery of airport benefits globally. This includes management of The American Express Global Lounge Collection, which provides Platinum and Centurion Members access to 1,100 lounges around the world, including our proprietary network of Centurion® Lounges.

The role of the Regional Manager is to ensure that the highest possible level of service is provided at American Express’s proprietary lounges in the US and abroad. This individual will oversee the operations teams in a number of the American Express Centurion lounges, with direct reporting responsibility of the on-site team leaders.

As a member of the operation’s team, the incumbent is responsible for working with business partners and internal stakeholders to ensure delivery of a world class customer experience. Key focus for this role will be on achieving operational excellence across our network, including daily operations within the lounges, execution of opening new lounges, and collaborating with the third-party food and beverage operator on the overall lounge experience. Ability to analyze and resolve issues, seek improvements in cost and quality, and enhance servicing opportunities will be vital in future and existing lounges.

The Regional Manager will spend a considerable amount of time in a leadership role with direct management oversight of the lounge Team Leaders (TLs), onsite third-party food and beverage operators and is accountable for four major areas of responsibility:

1. Maintain overall accountability to the customer by ensuring best in class service delivery across all lounges:

•  Ensure team leaders, third party operators and MSP’s actively meet and exceed customer requirements and service level agreements


• Monitor key service delivery metrics in a timely and efficient manner


• ·Identify any gaps or process failings around productivity and quality metrics


• ·Drive continuous process improvement in addressing any service deficiencies


• ·Maintain overall accountability through effective customer issue resolution of disputes and client satisfaction

2. Foster an environment focused on positive employee engagement focusing on people management and development:

• ·Provide ongoing leadership and support to Team Leaders and direct reports through coaching and feedback on documented goals and development plans


• ·Promote an environment that fosters success through effective reward and recognition of high performing team members


• ·Actively contribute to the overall acquisition and development of top talent

3. Accountability for location specific P&L targets, productivity, and operational cost objectives through effective and superior leadership:

• ·Ensure all resources are allocated and managed based on workflow, service level agreements and quality metrics


• ·Adopt an analytical approach to track overall customer experience and team productivity


• ·Maintain overall accountability for operational costs and revenue.


• ·Drive continuous process improvement and winning strategies across the team on quality-of-service metrics, productivity and profitability


• ·Maintain the pristine look of that lounge from opening until close.

4. Ensure a smooth launch of all new lounges and the seamless transition from opening to ongoing operations.

Qualifications:

• Leading Work Teams: Ability to establish expectations and clear direction to meet goals and objectives of on-going work for a group of employees. Ability to motivate and engage employees through effective communication.


• Managing Work and Performance: Ability to assign work and to establish work rules and acceptable levels of quality and quantity of work. Ability to review work and evaluate performance of others, and to develop individuals’ competencies.


• Developing Winning Strategies: Ability to identify problems, determines possible solutions, and actively work to resolve the issues. Ability to also create an operational plan and standard operating procedures with the broader team for each location.


• Developing Talent: Ability to plan and support the development of others through a competency-based system. Ability to identify knowledge, skills and abilities necessary to fulfill current or future job/role responsibilities effectively. Knowledge of training with a train the trainer approach to employee development.

Salary Range: $80,000.00 to $155,000.00 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 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. 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, but not limited to, 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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