Senior Vice President of Lounge Operations

2 weeks ago

New York, New York, United States American Express Full time
You Drive Excellence. We Support Your Vision.

With the right support, individuals and organizations can achieve remarkable progress. When you become part of American Express, you join a diverse and global community dedicated to supporting our clients, communities, and each other. Here, you will have opportunities to learn and grow as we assist you in crafting a career path that is both unique and fulfilling, with benefits and programs designed to support your personal and professional needs.

At American Express, your contributions, leadership, and impact will be acknowledged—every team member has the chance to participate in the company’s success. Together, we will strive to uphold our corporate values and commitment to delivering the finest customer experience daily, all while maintaining the highest standards of integrity in an inclusive environment where everyone feels valued and heard.

The mission of the Global Lounge Experiences team is to establish itself as the leading entity in the premium lounge sector through a robust and relevant Centurion Lounge presence, exceptional customer service, and unique partnerships.

The Centurion Lounge network comprises award-winning airport lounges globally, serving as a premier benefit for American Express's global premium Card Members. With 30 Centurion Lounges worldwide, eligible Card Members can enjoy a luxurious escape before their flights, indulge in culinary delights crafted by renowned chefs and mixologists, and relax or work in thoughtfully designed environments tailored for all types of travelers.

The Senior Vice President of Lounge Operations is accountable for the comprehensive management of American Express's Centurion Lounge network. This role involves enhancing our leadership position in the lounge sector by establishing top-tier service standards, optimizing relationships with suppliers and operators, leading a substantial team of customer-facing colleagues across the network, and collaborating with key internal stakeholders to ensure effective operations.

This position presents an excellent opportunity for a seasoned leader with a proven history in hospitality operations who is eager to implement optimization strategies in a dynamic and premium setting.

Key Responsibilities

• Develop and execute the Operations and Service strategy for the Centurion Lounge network.

• Lead a large, high-performing team of customer-facing colleagues globally, fostering a strong service-oriented culture to enhance engagement and customer satisfaction in a diverse and inclusive environment.

• Manage operator relationships for the Centurion Lounge network and maintain KPIs to assess and enhance service and financial performance.

• Formulate and implement talent management strategies, including recruitment, onboarding, and training plans for customer-facing colleagues.

• Collaborate with real estate and brand teams to effectively manage procurement and real estate processes related to lounge operations.

• Partner closely with the Global Lounge Collection Benefit Management team to develop both short-term and long-term strategies for the Centurion Lounge network.

• Travel may be required as necessary, in alignment with leadership.

Qualifications

• Over 10 years of experience in large-scale operations leadership, preferably in hospitality or food and beverage sectors.

• Proven track record as an exceptional people leader with experience in developing large teams and fostering a results-driven culture.

• Strong customer-centric approach, with the ability to balance customer needs and operational requirements.

• Experience in managing third-party operators and contracts, with a focus on defining priorities and KPIs to achieve desired outcomes.

• Innovative thinker capable of merging best practices with fresh ideas to create compelling customer experiences.

• Highly motivated self-starter with excellent organizational skills and adaptability to changing environments.

• Successful experience in collaborating across complex organizations to drive change.

• Prior leadership experience in global business operations, customer service, lounge, travel, or hospitality sectors, with an understanding of the luxury market.

• Strong interpersonal skills with the ability to influence and manage expectations across large cross-functional teams and senior leaders.

• Excellent communication and presentation skills at the executive level.

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

Salary Range: $185,000.00 to $260,000.00 annually, plus bonus and equity (if applicable) and benefits.

This range represents the expected salary for this position. In determining compensation, factors such as location, experience, and other job-related criteria will be considered.

American Express is committed to providing benefits and programs that support the holistic well-being of our colleagues and their families. This includes prioritizing physical, financial, and mental health throughout various life stages. Benefits include:
  • Competitive base salaries
  • Bonus incentives
  • 6% Company Match on retirement savings
  • Free financial coaching and support
  • Comprehensive medical, dental, vision, life insurance, and disability benefits
  • Flexible working arrangements based on role and business needs
  • 20+ weeks paid parental leave for all parents
  • Access to global on-site wellness centers
  • Confidential counseling support through our Healthy Minds program
  • Career development and training opportunities
For a complete list of benefits, please 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.

We support our colleagues with the resources they need to thrive both professionally and personally.

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