Director, Platinum Specialty Travel and CoE

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Job Description

American Express Travel & Lifestyle Services (TLS) provides our Card Members around the world with a full range of travel services, from trip planning and booking to enhancing the broader travel experience.  It is our mission to become essential to our customers by providing differentiated products and services.  To accomplish this, we must make Membership come to life every day.


In this exciting role as Director, Platinum Specialty Travel and CoE, you will be responsible for in excess of 300 virtual and center-based colleagues, so the ability to create followership will be essential.  We are looking for an individual who is a proven people leader in a contact center environment, with excellent coaching abilities to develop his or her team.  As our ambassador for the service, you will also have direct contact with some of our Card Members, so a high level of diplomacy & sensitivity will be required.  The overall focus will be on maintaining world class service delivery which enhances our Card Members' experience, creating brand advocates.

In this role, you will be responsibilities for:

  • Leading a large cross functional multi-channel organization of 300+ direct and indirect colleagues, creating and executing a successful inbound sales and service model with other TLS Director peers.
  • Partnering with cross-functional teams, such as Workforce Planning, Recruitment and Learning & Development, along with other American Express lines of business to ensure business plans are aligned and accurate.
  • Acting as a contact for the product and benefit teams on new product development specific to cruise and tour benefits.
  • Analyzing Card Member trends and digital needs to develop a strategic plan to drive sales/revenue and increase Card Member utilization across cruise and tour.
  • Overseeing key projects, processes and performance reports, data and analysis with the goal of improving productivity, profitability, and performance levels.
  • Managing projects from inception, through creation, implementation and evaluation.
  • Setting the strategy for improving compliant management across the next 3 years.


This role will be based in our Sunrise, FL Service Center.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.
ReqID: 19020333
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Nov 18, 2019, 9:32:44 PM