American Express Careers

Team Leader - Travel and Lifestyle Services - Phoenix

Phoenix, Arizona

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Job Description

A successful Team Leader within American Express Travel and Lifestyle Services (TLS) has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team to drive outstanding business results.
A Travel Team Leader is the Coach to a team of highly skilled and motivated Travel Counselors who provide leisure travel services to the most affluent American Express Card Members.  As a coach, the Team Leader will set team and individual performance goals, will use performance metrics and reporting to drive performance and business results, will monitor customer interactions to ensure extraordinary service, and will provide consistent and on-going coaching and feedback to ensure their teams are performing at their highest levels. 
The Team Leader is an entrepreneur who is an advocate and supporter for both their employees and their customers.  They thrive in ambiguity and can effectively lead their team through change.  They are intellectually curious, constantly striving for information about their team, the business, the industry, and they share a passion for growth and knowledge with their teams and peers.

As an American Express Team Leader, you will be responsible for:
  • Inspiring a team of Travel Counselors to achieve their goals by providing outstanding coaching, training, and development and by rewarding and recognizing accomplishments
  • Evaluating team performance on an on-going basis and providing continuous coaching and feedback
  • Assessing the team’s skill levels and competencies and creating development and action plans that are owned and driven by the employees
  • Driving Extraordinary business results by leading teams to achieve revenue and customer goals at the individual and team level
  • Delighting the customer by ensuring their teams provide an accurate and high-quality experience
  • Communicating with their team to ensuring that they are well informed about issues which affect them and their customers
  • Creating and implementing creative business solutions to grow the business
  • Challenging themselves and their team to  “raise the bar,” by driving continuous improvement
*Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.*


 A successful applicant will have the following qualifications:
  • A minimum of 2 years leadership/supervisory experience, preferably within a call center environment
  • Ability to drive and measure business results
  • Outstanding team player who has proven success working with teams to accomplish goals
  • Ability to successfully understand and implement policies, procedures, and programs
  • Strong analytical and creative problem solving skills
  • Detail-oriented with strong organizational and prioritization skills who can work well under pressure
  • Strong written, verbal and presentation skills
  • Demonstrated passion for service with the ability to resolve customer issues and concerns
  • Ability to manage and resolve conflict
  • Travel or hospitality industry experience 
  • Knowledge of GDS system
  • Bachelor Degree

ReqID: 18006278
Schedule (Full-Time/Part-Time): Full-time
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