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Premium Service Manager
2 months ago
About the Role
The Centurion Lounge Assistant Team Leader is a key position within American Express, responsible for supporting the Team Leader in delivering exceptional customer experiences to our premium card members. This role requires a strong passion for service, leadership skills, and the ability to drive business results.
Key Responsibilities
- Coach and mentor a team of Member Service Professionals to provide high-touch, premium experiences for lounge guests.
- Work closely with the Team Leader to monitor customer interactions, identify areas for improvement, and implement solutions to drive business growth.
- Develop and implement creative solutions to improve operations within the Centurion Lounge, in collaboration with the Team Leader.
- Lead by example, demonstrating a strong commitment to delivering exceptional customer service and driving business results.
- Collaborate with food and beverage lounge partners to create an extraordinary customer experience for all Centurion Lounge visitors.
- Take an active role in promotional in-house events and identify opportunities to improve operations within the Centurion Lounge.
Requirements
- Minimum 2 years of proactive customer service experience, preferably in a premium servicing environment.
- Minimum 2 years of supervisory experience or a proven track record as a high-performing Member Service Professional.
- Airline, lounge, or travel industry experience is highly preferred, including reservation experience.
- Demonstrated passion for service with the ability to resolve customer issues and concerns.
- Ability to successfully understand and implement policies, procedures, and programs.
- Strong written, verbal, and presentation skills.
- Ability to manage and resolve conflict.
- Ability to drive and measure business results.
- Strong analytical and creative problem-solving skills.
- Detail-oriented with strong organizational and prioritization skills who can work well under pressure.
- Ability to work flexible shifts, including nights, weekends, and holidays.
What We Offer
- 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.
