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.

How will you make an impact in this role?

The Director of Operations-Platinum Travel is responsible for delivering premium travel experiences to our Card Members with a team of over 200 Travel Consultants, based in Phoenix and Virtual. This role will drive operational excellence through consistent delivery of key performance indicators and develop high-performing leaders that drive an inclusive and engaged culture. This leader will play a key role in shaping the long-term vision for Premium Sales and Servicing in Travel, leading strategic priorities across the US Travel Network, and collaborating across teams to evolve our servicing model and deliver innovative solutions that meet the needs of our Card Members.

Key Responsibilities

Strategic & Operational Leadership:

• Lead a large, hybrid operation of 200+ colleagues, setting a clear strategy for world-class premium service in partnership with other TCE Directors.

• Develop and execute business plans, service strategies, and staffing models in collaboration with GPCO, Talent Acquisition, GLKM, and other cross-functional partners.

• Deliver exceptional customer experiences while driving revenue growth, efficiency improvements, and adherence to compliance.

• Manage complex projects end-to-end — from scoping and design through implementation with key partners, while demonstrating measurable results.

People Leadership:

• Inspire, coach, and develop leaders and frontline teams to achieve high engagement, customer satisfaction, and performance results.

• Build a strong culture of trust, accountability, coaching, and empowerment across all teams, fostering an inclusive environment where colleagues can thrive.

• Champion change initiatives and lead transformation efforts that modernize servicing and elevate the customer experience.

Customer Experience & Quality:

• Champion the delivery of exceptional, personalized travel experience, ensuring service standards meet or exceed expectations for premium customer segments.

• Leverage customer feedback, insights, and analytics to identify trends, optimize processes, and remove friction from the customer journey.

• Serve as a thought partner across global TCE leadership, contributing to innovation in service delivery, service recovery, and complaint resolution.

Additional Requirements:

• Ability to travel domestically up to ~25%.

Minimum Qualifications:

• Proven senior leadership experience managing large contact center operations, including virtual/hybrid teams of 100+ colleagues.

• Demonstrated ability to lead transformation, drive change, and elevate organizational performance.

• Strong analytical, operational, and financial acumen, with enhanced ability to turn data into actionable insights.

• Track record of delivering strong sales, revenue, and customer-experience results within a virtual or multi-site environment.

• Experience developing and executing strategies for premium customer service and sales, including comfort presenting in town halls, leadership forums, and large group settings.

• Knowledge of digital servicing trends, travel technology, and social media’s role in modern travel experiences.

• Excellent communication skills with the ability to influence at all levels and translate strategy into clear, actionable direction.

• Proven relationship-building ability with internal and external partners.

• Deep passion for customer experience, service innovation, and colleague development.

• Strong drive, resilience, and ability to deliver results in a fast-paced, constantly evolving environment.

Preferred Qualification:

• TCE experience preferred, but not required

• Bachelor's degree preferred

Salary Range: $123,000.00 to $215,250.00 annually + bonus + equity (if applicable) + 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.