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Posted 7 months ago

Candidates must reside in one of 48 states where we currently hire (all U.S. states, with the exception of California and Alaska). Virtual Manager, Travel & Lifestyle Services Locations: United States Categories: Travel Job Description A successful Manager within American Express Travel & Lifestyle Services (TLS) has a passion for delivering extraordinary service and demonstrates leadership ability to inspire their team to drive outstanding business results. This Manager is the Coach to a team of highly skilled and motivated Team Leaders and Travel Consultants who provide Travel and Lifestyle Servicing to our premium Members. In this role, you 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 within a virtual space. This position will drive financial results and identify customer needs to deliver extraordinary customer care to demanding clientele. Collaboration will be key to develop & deliver innovative solutions to enhance customer & employee satisfaction. The Manager 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 virtual 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. In this role, you will also be responsible for: Inspiring Virtual Team Leaders and their teams to achieve and exceed their goals by providing outstanding coaching, training, and development and by rewarding and recognizing results 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 and exceed revenue and customer goals at the individual, team, site and network level Delighting the customer by ensuring their teams provide an accurate, consistent and high-quality experience Communicating with their team to ensure that they are well informed about issues which affect them and their customers Challenging themselves and their team to “raise the bar,” by driving continuous improvement Qualifications The ideal candidate will have the following: 5 years direct leadership experience, leading large diverse teams Virtual leadership experience preferred Travel background strongly preferred Experience leading multi-level teams preferred Excellent communication skills both written and verbal required Proven people management skills including coaching and developing colleagues Outstanding team player who has proven success working with teams to accomplish goals Ability to successfully understand and implement policies, procedures, and programs Ability to drive and measure business results Strong analytical and creative problem solving skills Detail-oriented with strong organizational and prioritization skills who can work well under pressure Exceptional customer focus and passion for service This role is supporting our virtual travel teams primarily in the Eastern Time zone. Although this position can sit anywhere in the US, it will require to work a flexible schedule that could include night and weekends. Hours of operation are from 5am – 2:30pm Local Time Monday – Sunday (7 days a week). 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 reside in one of 48 states where we currently hire (all U.S. states, with the exception of California and Alaska). 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: 19005009 Schedule (Full-Time/Part-Time): Full-time