Team Leader - Operations (Travel and Concierge Experiences)
American Express
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Benefits offered by this job
Job summary
American Express Travel and Concierge Experiences in Taguig City is seeking a Team Leader - Operations to guide a team of Travel Consultants delivering premium services to Card Members. You will coach, motivate and develop the team while aligning with business goals in a dynamic hybrid work setting.
The role requires travel/hospitality experience, leadership track record, and strong collaboration across teams.
Qualifications
- Bachelor's degree is an advantage.
- 3–4 years of validated leadership experience required.
- Experience in travel or hospitality with Sabre/booking systems required.
- Call center experience in voice and/or chat servicing required.
- Highly collaborative with the ability to influence others.
Responsibilities
- Inspire and coach the team to meet individual, team and organizational goals.
- Monitor performance and provide mentoring and feedback based on travel industry knowledge.
- Collaborate with leaders across teams to share best practices and improve overall performance.
- Identify KPIs and create development plans owned by employees.
- Drive customer satisfaction and efficiency in premium servicing.
Skills
Education
Tools
Job description
Team Leader - Operations (Travel and Concierge Experiences)
Taguig City, Manila, Philippines(Hybrid)
American Express Travel and Concierge Experiences (TCE) serve American Express Card Members around the world with a full range of services, from trip planning and booking to enhancing their travel plans with tailored experiences.
Across the globe, TCE has thousands of dedicated colleagues who are passionate about what they do and take pride in delivering exceptional, personalized service to our customers and helping them to unlock unique and memorable experiences from their travels.
As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. At American Express, we back our colleagues' leadership potential and ability to shape their future. That’s why we invest in your growth and offer everyday learning experiences so you can be and deliver your best– for yourself and your team. No matter what role you have in the company, you can have the space and support you need to learn, grow and lead every day.
Our dynamic Operations Team Leaders create an engaging and hard-working environment to handle, lead and coach a team of dedicated Travel Consultants who provide leisure travel services to our Premium Card Members. Passionate about customer commitment, they use their strong influence to encourage and inspire the team to deliver extraordinary service by surpassing the expectations of American Express Card Members and reaching our business goals with outstanding results.
If there’s a way to give our customers what they want, you’ll find it. And that means knowing how to:
Inspire your team to achieve their goals at an individual, team, and organization level; creating an environment for them to be successful
Evaluate the team’s individual and wholistic performance, and consistently provide knowledgeable and consultative coaching, mentoring, and feedback that is based on your own experiences and expert knowledge of the travel industry; to drive continuous improvement
Collaborate with leaders across teams to share successfully proven practice and drive overall team performance as well as individual team goals
Recognize key performance indicators and create individual development and action plans that are owned and driven by the employees
Improving your team’s performance in the key areas of delivering customer satisfaction and efficiency in the premium servicing environment
Conduct team meetings; to lead the team through change or to ensure they are made aware of any issues which may affect the way they service our Card Members
Communicating directly with Card Members through outbound calls and in the event of intensified situations
Ensure first-class service delivery is the main priority
Confidently adapting to the dynamic voice and chat contact center environment and supporting your team through operational change
Handling your time effectively to be available to your team whilst leading the business needs.
Building an engaged team through regular career and development activity.
Bachelor's degree AN ADVANTAGE
At least 3-4 years of validated experience in a leadership role (direct leadership experience, mentoring and managing a team) REQUIRED
Confirmed experience in the travel or hospitality industry, with knowledge of Sabre / booking system REQUIRED
Call center experience, especially in a voice and/or chat servicing center environment REQUIRED
Highly collaborative within and across teams with ability to influence others
Experience of driving individual and team performance through monitoring and coaching on customer delivery
Demonstrated fascination for service and a high level of customer service experience and commitment is required with the ability to resolve customer issues and concerns, inspiring loyalty to the brand.
Maintain resilience, composure and remain positive under pressure and changing circumstances at all times
Ability to develop and champion a team to increase engagement and skills
Experience of monitoring, reporting and delivering key performance metrics to senior management
Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint
Good time management and can effectively prioritize team workloads
Excellent written and verbal communication skills
Employment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions.
At American Express, our culture is built on a 175-year history of innovation, shared values (https://www.americanexpress.com/en-us/company/who-we-are/) 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 our 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.
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
Support for financial-well-being and retirement
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
Generous paid parental leave policies (depending on your location)
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
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Job Identification 26014236
Job Category Operations/Customer Service
Posting Date 09/30/2026, 02:14 AM
Apply Before 10/14/2026, 04:00 PM
Job Schedule Full time
Job Shift Night
Locations AMEX 5th Avenue corner 30th Street, Taguig City, PHL, 1634, PH(Hybrid)
Career Area Customer Service and Travel
Return to Jobs List (https://careers.americanexpress.com/en/sites/CX_1/jobs)
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