Assistant Team Leader - Centurion Lounge LAX - job 2 of 7

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.

How will you make an impact in this role?

Job Description:

The Centurion Lounge Assistant Team Leader is a mentored position, with direct reports, which supports the Team Leader in coaching a team of highly skilled and motivated Member Service Professionals (MSPs) that provide travel, card, concierge, and lifestyle services to American Express Card Members visiting the American Express Centurion Lounge, located (ONSITE) in the LAX Airport. A successful Assistant Team Leader has a passion for delivering extraordinary service and will have a strong desire to further develop their leadership ability, through mentorship, to inspire the team to work together to drive outstanding business results. The Assistant Team Leader will work with the Team Leader to monitor customer interactions to ensure extraordinary service, coach their direct reports as well as the overall team on individual performance goals, use performance metrics and reporting to drive performance and business results. The Assistant Team Leader will mentee with the Team Leader to provide consistent and on-going coaching and feedback to ensure the team is performing at their highest levels. The Assistant Team Leader is an entrepreneur who is an advocate and supporter for both the team and customers. They thrive in ambiguity and can effectively, under the direction of the Team Leader, lead the team through change. They are intellectually curious, and they share a passion for growth and knowledge amongst their colleagues.

As a Centurion Lounge Assistant Team Leader, through direction and mentorship from the Team Leader, support with:

• Creating a cohesive team environment

• Coaching their direct reports and the overall team to provide a high-touch, premium experience for all lounge guests.

• Inspiring the team of MSPs to achieve their goals by providing continuous coaching, training and development; as well as, rewarding and recognizing accomplishments.

• Communicating with the team to ensure that they are well informed about changes that may affect them and their customers.

• Managing the team to ensure adequate servicing coverage is provided 365 days per year, which will include filling in when needed.

• Working in tandem with the Team Leader to support evaluating team performance and creating development and action plans, on an individual level, which are owned and driven by each team member.

• Working closely with the food and beverage lounge partners to create an extraordinary customer experience for all Centurion Lounge visitors.

• Take an active role with promotional in-house events. • Identifying opportunities to improve operations within the Centurion Lounge and creating and implementing creative solutions to grow the business in tandem with the Team Leader

• Challenging yourself and the team to “raise the bar” by driving continuous improvement.

Lounge Hours of operation are from 6 AM- 10 PM. Candidate must be able to work between these hours and days. Hours are subject to change due to business need.

Minimum Qualifications

• Minimum 2 years’ proactive customer service experience (premium servicing a plus)

• Minimum 2 years’ supervisory experience or proven track record as a high performing MSP

• Airline, lounge, or travel industry experience 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 are essential.

• Light to moderate lifting may be required for certain job tasks.

Salary Range: $55,000.00 to $105,000.00 annually + bonus + 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.