Job Description

The Centurion New York Assistant Team Lead supports the daily operations, servicing strategy, and team execution for Centurion New York. This role is responsible for driving operational consistency across Member Concierge Professionals (MCPs), ensuring seamless administrative operations, and supporting a high-performing team that delivers premium hospitality experiences to Card Members.

The Assistant Team Lead oversees workforce planning, team administration, servicing operations, training coordination, performance management, reservation strategy, and operational communications. This role serves as a key liaison between American Express leadership, operating partners, and frontline teams to ensure operational excellence, compliance, and an exceptional guest experience.

A successful Hospitality Assistant Team Lead is a highly organized hospitality professional with strong operational expertise, exceptional attention to detail, and a passion for developing people. They possess the ability to balance multiple priorities, execute cross-functional initiatives, improve operational processes, and foster a collaborative, high-performing team environment.

As a Centurion New York Assistant Team Lead, you will be responsible for:

• Managing daily staffing schedules and workforce planning to ensure appropriate servicing coverage for vacations, leaves of absence, callouts, and special events.
• Administering payroll approvals, overtime reporting, headcount tracking, and workforce reporting.
• Supporting recruiting, onboarding, and new hire training programs, including the development of learning plans and ongoing education initiatives.
• Leading performance management activities, including coaching, documented discussions, performance improvement plans, and employee recognition programs.
• Maintaining operational procedures, policies, and process documentation to ensure consistency and compliance.
• Overseeing reservation operations, including colleague visitation programs, callback processes, inventory management, guest list accuracy, and servicing workflows.
• Managing operational systems access, user permissions, and administrative support across multiple hospitality platforms.
• Coordinating calendars, communications, and logistics for private events, programming, leadership meetings, and internal initiatives.
• Monitoring guest feedback, service recovery opportunities, and operational metrics to identify trends and improve the overall customer experience.
• Supporting cross-functional projects, including technology enhancements, food & beverage education, operational toolkits, and hospitality process improvements.
• Leading team engagement initiatives, monthly team meetings, and ongoing communications that promote collaboration, recognition, and development.
• Partnering closely with American Express leadership and operating partners to execute operational priorities and support strategic initiatives.
• Identifying opportunities to improve servicing operations through process optimization, standardization, and continuous improvement.

• Minimum 3–5 years of experience in hospitality operations, luxury hotels, food & beverage, premium servicing, or hospitality management.
• Demonstrated experience leading frontline teams, coaching employees, and supporting performance management.
• Strong operational and administrative management experience, including scheduling, payroll, workforce planning, and compliance.
• Exceptional organizational and project management skills with the ability to manage multiple priorities simultaneously.
• Experience supporting recruiting, onboarding, training, and employee development programs.
• Strong written and verbal communication skills with the ability to collaborate across multiple stakeholder groups.
• Demonstrated ability to analyze operational data, identify trends, and implement process improvements.
• Passion for delivering exceptional customer experiences in a premium hospitality environment.
• Ability to exercise sound judgment, maintain confidentiality, and manage sensitive employee information.
• Proficiency with hospitality and workforce management systems, including scheduling, reservation, and collaboration platforms.
• Ability to work flexible schedules based on operational business needs.

Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.