American Express Careers

VP, TLS Platforms and Services

New York, New York; Phoenix, Arizona
Customer Care Operations

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Job Description

Team Background:
American Express entered the travel agency business more than 100 years ago (1915), and today is one of the world’s largest travel and lifestyle service networks.  The Travel & Lifestyle Services (TLS) business provides differentiated value, extraordinary service, and unrivaled expertise to Card Members seeking leisure or business travel, as well as a variety of lifestyle and concierge services.

TLS serves American Express Card Members across 22 markets leveraging different channels, including our customer contact centers, market specific travel websites, chat, email, and evolving digital solutions. 
 
The Global Customer Experience & Digital Platforms team imagines, enables and evolves the end-to-end customer experience. The team drives software product management as well as the overall business strategy – with innovation at the heart of almost everything we do.  We are leading our pivot to a digital servicing model, combining online and offline assets to deliver a global best-in-class, omni-channel experience. With a deep understanding of customer needs and a pulse for digital standards and trends, we are responsible for delivering a flawless, connected experience while equipping a high-tech, high-touch workforce.
 
The VP, TLS Platforms & Services, will be responsible for our platforms supporting the travel mid/back office, data management, and telephony, as well as automation and robotics.  This team focuses on advancing our core set of travel-related platforms, services, and infrastructure that support all customer channels, and modernizing our architecture to create a consistent and efficient global infrastructure for content, data, and service delivery.  This team will also lead the implementation of the new Voice Response platform - building the infrastructure that will power the gateway to the next-generation contact center.

Responsibilities:
  • Design, implement, and manage global, multi-channel mid and back office travel platforms and capabilities supporting 22 markets, providing standard and robust capabilities
  • Execute on a global data strategy that aggregates, rationalizes, and delivers data and insights to stakeholders across the enterprise
  • Leverage automation and robotics across the booking lifecycle in partnership with process reengineering to drive agent productivity and improve quality
  • Deliver next generation contact center platforms for voice and digital
  • Spearhead, in partnership with technologies, the move to a services-based architecture, ensuring the logical and systematic conversion of business, customer and product requirements into flexible capability solutions which support current and future needs
  • Collaborate with key business partners and channel owners for input and agreement on strategic vision and priorities
  • Interact and communicate effectively with internal and external customers and development teams to clarify business, operational, and capability requirements
  • Design and oversee solutions that provide frameworks, interfaces, and services that can be extended and reused across the Blue Box 
  • Leverage external competitive research and benchmarking to identify and support new transformation initiatives
  • Partner with finance to develop business cases for new transformation opportunities, performing P&L analysis, scenario analysis, cost-benefit analysis, and other quantitative analyses
  • Establish clear and measurable OKRs
  • Define non-functional requirements (availability, interoperability, portability, manageability, scalability, maintainability, security, monitoring, SLAs, KPIs, regulatory and legal compliance) based on business vision, best practices, and enterprise architecture direction

Qualifications

Qualifications:
  • Over 10 years of Product Management experience, with Travel industry experience a strong plus
  • Knowledge of and experience with Agile, LEAN, and Design Thinking principles
  • Bachelors Degree required
  • A cultural standard-bearer who can shape team morale and lead / develop high caliber teams
  • A strategic thinker with proven track record of developing and implementing strategic platforms and programs in a global and matrixed environment, and a proven track record of successfully implementing complex initiatives with cross-pillar teams
  • Communicate technical information in simple English for widely varied audiences, and ability to translate overall business vision and objectives into tactical strategies and plans
  • Keen understanding of travel industry trends, current technological standards, and best practices
  • Ability to collaborate and partner with multiple functional teams including Technologies, Online Travel, Offline Capabilities, and Operations
  • Consultative and collaborative skills, including ability to influence senior leaders and present clear and logical solutions to complex business problems
  • Proven track record of implementing transformational change with clear business outcomes
  • A creative problem solver who is comfortable challenging the status quo and leading process improvements
  • A quick learner comfortable with ambiguity and proven ability to solve unstructured problems
  • Need to be located in New York City or Phoenix
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions

ReqID: 18013974
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Sep 13, 2018, 2:44:32 PM
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