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 this 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.

American Express Travel & Concierge Experiences (TCE) provides our Card Members around the world with a full range of travel services from trip planning and booking to enriching 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.

Our Centurion Card Members are global citizens, American Express strives to deliver a consistent outstanding service across our global footprint. As we continue to enhance our value proposition for our most premium customers, the experiences we deliver play an ever-increasing role.

The Associate Relationship Manager Team Leader (ARM TL) leads and develops a team of Associate Relationship Managers to deliver a premium, highly personalized experience for Centurion Members, ensuring the highest levels of customer satisfaction while serving as ambassadors of the American Express brand. This role is responsible for building and strengthening team expertise across luxury travel, goods, and services, enabling the team to anticipate and exceed Card Member expectations. The ARM TL oversees engagement strategies for a portfolio of Centurion Card Members, ensuring seamless, end-to-end support across travel, lifestyle, and card servicing needs. In addition, the role drives strong collaboration across inbound and outbound channels to deliver consistent, high-quality service and uphold operational excellence across all interactions.

Primary Responsibilities include:   

• Inspire and lead a team of 12 to surpass goals by delivering targeted coaching, minimizing agent-driven errors, recognizing performance, and fostering operational excellence
• Communicate effectively across Relationship Manager and Associate Relationship Manager leader to ensure all team members are fully informed about issues which affect their portfolio, including handling second-level escalations
• Enable the frontline operations to deliver both proactive and reactive servicing for travel, lifestyle, and card servicing interactions
• Evaluates key performance indicators on an ongoing basis and provide continuous coaching and feedback, via performance management
• Assesses the team’s skill levels and competencies and creates development and action plans that are owned and driven by the colleagues  
• Manage staffing levels and shrinkage to drive efficiency and support containment goals
• Drives Card Member engagement, exceptional customer experience, and billings growth  
• Guides the team through changes, keeping them informed about updates to services, benefits, policies, and procedures that impact their day-to-day roles

Minimum Qualifications:  

• Minimum of 2 years of leadership experience in a customer service-related industry 
• Meticulous self-starter with the ability to make effective decisions quickly
• Strong organizational and prioritization skills who can work in a changing, fast-paced environment
• Demonstrated ability to set the agenda and think strategically 
• Strong analytical and creative problem-solving skills 
• Effective organizational communication skills: written and verbal, to drive collaboration and bring others with you 
• Outstanding teammate who has proven success working with teams to accomplish goals
• Knowledge of travel agency regulations, operations and procedures preferred
• Own the end-to-end Card Member experience, ensuring timely support by maintaining flexibility in scheduling and collaborating effectively across teams

Preferred Qualifications:

• Centurion experience preferred
• Experience in luxury travel and lifestyle servicing
• Expertise of luxury goods, products, services and brands
• Knowledge of GDS reservation system. Sabre booking system a plus
• Bachelor's degree is preferred

Additional Requirements:

• Overseeing a PST-based team; Monday–Friday schedule with one weekend day per month (rotational)

Salary Range: $60,750.00 to $100,500.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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