American Express Careers

Team Leader - MIA Centurion Lounge

Miami, Florida

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Job Description

A successful Team Leader in the American Express Centurion Lounge has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team to drive outstanding business results.  
The MSD Team Leader is the Coach to a team of highly skilled and motivated Member Service Professionals that provide Card Servicing, Travel Servicing, and Lifestyle Servicing assistance to customers while visiting the American Express Airport Lounge.  As a coach, the TL will monitor customer interactions to ensure extraordinary service,  set team and individual performance goals, use performance metrics and reporting to drive performance and business results, will, and 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 MSD Team Leader, you will be responsible for: 
  • Delighting the customer by ensuring your team provides an accurate and high-quality experience 
  • Inspiring a team of Member Service Professionals 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 customer, employee and shareholder goals at the individual and team level  
  • Managing your  team to provide adequate servicing coverage 365 days per year – including working as an MSP, as needed  
  • Communicating with your team to ensuring that they are well informed about issues which affect them and their customers 
  • Working closely with the Vendor Lounge operator staff to create an extraordinary customer experience for all Lounge visitors 
  • Identifying opportunities to improve operations within either the MSD or the Lounge, and creating and implementing creative solutions to grow the business  
  • Challenging themselves and their team to  “raise the bar” by driving continuous improvement 


A successful applicant will have the following qualifications: 
  • 2-5 years Business Experience; supervisory experience preferred (Travel industry a plus) 
  • A minimum 2 years supervisory experience 
  • 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 
  • Bachelor Degree is preferred 
  • Knowledge of GDS system a plus 
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: 19000223
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Feb 28, 2019, 5:41:33 PM
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