American Express Careers

Virtual Team Leader (3rd shift), Travel & Lifestyle Services

United States

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Job Description

Know the way forward.
Show the way forward.
Our dynamic Team Leaders create an engaging and high performing environment to manage, lead and coach a team of dedicated Travel Consultants who provide leisure travel services to our Premium Card Members. Passionate about customer commitment, they use their strong leadership skills to motivate and inspire the team to deliver extraordinary service by surpassing the expectations of American Express Card Members and reaching our business goals with outstanding results.
Build the Best Team.
Create future leaders.
If there’s a way to give our customers what they want, you’ll find it. And that means knowing how to:
  • Create a work environment where employees can stay motivated, engaged, and quickly adapt to new and challenging situations to ensure high performance and customer satisfaction
  • Evaluate your team’s performance and create strategies to improve performance
  • Creatively coach your team through progressive behavior-based performance plans
  • Engage your team to lead them through change or any business initiatives which may affect the way they service our Card Members
  • Ensure first-class service delivery is the main priority
  • Support a high-tech, high-touch workforce
  • The ability to work independently and to be resourceful is key while lead evening teams


Do you have what it takes to build a career here?
  • A minimum of 3 years direct leadership experience, coaching and developing a team
  • Experience in a service-oriented environment
  • Demonstrated passion for service with the ability to resolve customer issues and concerns, inspiring loyalty to the brand
  • Maintain resilience, composure and remain positive under pressure and changing circumstances at all times
  • Strong consultative coaching skills with ability to confidently motivate and inspire a team
  • Ability to drive and measure business results
  • Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint
  • Good time management and can effectively prioritize team workloads
  • Excellent written and verbal communication skills
  • Preferred experience and qualifications:
    • Travel or hospitality industry
    • Call center
    • Leading virtual teams
    • Bachelor’s degree
We service our Card Members 24 hours / 7 days per week.  Hours of operation are from 5:00am – 2:30am Local Time Monday – Sunday (7 days a week).  These positions will cover our closing shifts, which could go as late as 2:30am PT.  Candidates who reside in the Pacific and Mountain Time zones and/or those who desire 3rd shift hours in their local time zone are needed. 
Work at Home Requirements: 
  • Through our Bring Your Own Internet (BYOI) Program, you will be required to locate a phone and internet service provider who meets our connectivity requirements and arrange connections in advance of your class start date. 
  • American Express will provide BYOI participants a monthly allowance to help offset costs of phone and internet services. In addition, you would receive an additional one-time allowance to offset installation fees. 
  • Current minimum speed requirements are 25 mbps download x 5 mbps upload speeds, preferably through broadband cable or fiber optic services (WiFi, Satellite, or DSL is not permitted). 
  • Dedicated analog landline phone (no VOIP) is required.  Phone modem (vs. a wall jack) preferred where available. 
Additional Requirements: 
  • A secure home office, located at your confirmed address of residence, free from background noise or other distractions 
  • Candidates must resided in one of 48 states where we currently hire (all U.S. states, with the exception of Alaska and California).  If you live within 35 miles of one of our TLS Service Centers (Phoenix, AZ  or Sunrise, FL), you may be required to work in the Service Center. 
Why American Express? 
What you choose to do for a living is one of the most meaningful decisions you can make. At American Express, our job is to help you excel at yours.  We provide experiences to become a great leader, a world of opportunities to grow your career, and an inclusive culture to help you thrive. Because the best way to back our customers is to back our people. The powerful backing of American Express.  
American Express is an equal opportunity employer. 
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: 19005720
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Apr 9, 2019, 11:40:13 AM
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