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.

The Travel & Concierge Experiences (TCE) team makes Membership come to life, every day, for American Express premium customers around the world by providing unique travel and concierge experiences, from planning and booking travel to offering personalized benefits that meets our Card Members’ differentiated needs.

How will you make an impact in this role?

As a Centurion Membership Manager, you are a key member of our dedicated 24/7 servicing team, supporting the unique and evolving needs of our most distinguished Card Members. In this role, you provide seamless, end-to-end support across travel, lifestyle, and card servicing requests, ensuring each interaction strengthens engagement, fosters loyalty, and enhances the overall Member experience.

In this role, you serve as a trusted partner and brand ambassador, applying your expertise, judgment, and attention to detail to deliver personalized, seamless service. Your commitment to high standards and our service philosophy drives consistent results while maintaining the quality and reputation of the Centurion Membership experience.

What would you do every day as a Centurion Membership Manager?

• Support Card Members with Travel, Concierge, and Card servicing-related requests across the full portfolio of card products.

• Consistently deliver extraordinary service to our elite Centurion Cardmembers in a fast-paced, structured, luxury customer care environment.

• Consult with Centurion Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of membership and travel through American Express as applicable.

• Develop key consulting skills, including building a human connection with customers through care and empathy, understanding customer needs, applying awareness of relevant customer and travel industry trends and handling objections and providing solutions.

• Analyze customer information and make sound decisions while maintaining high customer satisfaction.

• Meet and exceed performance goals that include customer satisfaction, sales, call handling time, schedule adherence and compliance regulations while adhering to established procedures and standards as updated by the business from time to time, as well as adhering to all applicable American Express policies.

• Maintain awareness of customer, travel, and luxury industry trends to better understand Customer needs and tailor relevant recommendations and solutions.

• Continuously build destination and product knowledge to provide accurate information and deliver personalized solutions that enhance the Customer experience.

Minimum Qualifications

• Minimum 1 yr travel industry experience plus minimum 1 year production time as a Platinum Travel Consultant.

• Natural verbal and written communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Customer’s communication style.

• Computer literate, able to navigate through multiple computer systems and applications, simultaneously, with speed and accuracy such as Sabre Red 360 and OPUS.

• Passion to serve, recommending products, travel amenities, or solutions tailored to each Centurion cardmember.

• Proven analytical skills to analyze account information and make sound business decisions while maintaining cardmember satisfaction.

• A capacity to learn, willingness to try new things, ability to incorporate feedback and resilience through change and difficult situations.

• Resilience is needed to efficiently manage a steady stream of varying Centurion member inquiries, while balancing performance to meet a variety of metrics.

Additional Requirements

• The Centurion Servicing department operates 24/7 to support our Card Members. Work schedules may vary based on servicing and business needs and will include nights and weekends.

Salary Range: $20.00 to $35.82 hourly + bonus + benefits

The above represents the expected hourly pay 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 United States is required as the company will not pursue visa sponsorship for these positions.