Team Leader (Travel and Concierge Experiences) (Future Opportunities)

American Express International Inc.; Taguig; Hybrid; PHP 670,000 - 1,339,000; Full time

Job summary

American Express Travel and Concierge Experiences (TCE) is seeking a Team Leader to guide Travel Consultants delivering premium leisure travel services to Card Members worldwide. The role emphasizes leadership, coaching, and service excellence in a hybrid on-site/work-from-home setup.

You will mentor staff, monitor performance, and collaborate across teams to deliver extraordinary customer experiences and meet business goals amid changing conditions.

Qualifications

• Bachelor's degree is an advantage.
• 3-4 years of validated leadership experience with mentoring.
• Travel or hospitality industry experience preferred.
• Call center experience in voice or chat servicing.
• Experience with Sabre/booking systems.
• Strong collaboration and influencing skills.
• Coaching to drive performance.
• Excellent customer service orientation and issue resolution.
• Resilience under pressure and change management.
• Team development and engagement ability.
• Experience monitoring and reporting KPIs to senior management.
• Strong MS Office proficiency (Excel/Word/PowerPoint).

Responsibilities

• Inspire the team to achieve goals at multiple levels.
• Provide coaching, mentoring and feedback.
• Collaborate with leaders across teams to improve performance.
• Create development plans based on individual needs.
• Improve customer satisfaction and efficiency in premium servicing.
• Lead team meetings and communicate changes to Card Members.
• Adapt to dynamic contact center environment and support through change.
• Balance time to be available for the team while delivering business needs.

Skills

Leadership experience

Call center experience

Collaboration

Coaching/mentoring

Customer service

Resilience

Team development

KPI monitoring

Communication skills

Time management

Education

Bachelor's degree

Tools

Sabre booking system

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Team Leader (Travel and Concierge Experiences) (Future Opportunities)

9th in Great Place to Work’s Best Workplaces™ in the Philippines 2026
10th in Fortune Magazine’s 2026 World’s Most Admired Companies
6th in Great Place to Work Philippines Best Workplaces in IT-BPM 2026
4th in Great Place to Work's Best Company To Work For 2025
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.

Grow as a leader, learn every day.
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.

How will you make an impact in this role?

Know the way forward. Show the way forward.
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.

Responsibilities:

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

Minimum Qualifications:

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

Please note that this is a future opportunity in American Express.

Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)

Work From Home Requirements:

Must have at least 25 mbps internet connection plan / speed

Must have a private & quiet area to work at home

American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.

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 valuesand 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:

Support for financial-well-being and retirement

Comprehensive medical, dental, vision, life insurance, and disability benefits

100% company-paid medical coverage, including up to three eligible dependents

Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

Work From Anywhere program allows you to work from a different location for up to four weeks each year

Generous paid parental leave policies

Free access to global on-site wellness centers staffed with nurses and doctors

Free and confidential counseling support through our Healthy Minds program

Career development and training opportunities

Complimentary daily meals and snacks onsite

Fixed Monthly Internet Allowance

Medical out-patient reimbursable benefits

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

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. 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.

You Lead the Way. We’ve Got Your Back.

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. 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.

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