Senior Manager-Travel Lifestyle Services Strategic Initiatives

Senior Manager / Manager, Global Customer Experience

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. American Express entered the travel agency business in 1915 and today is one of the world's largest luxury travel and lifestyle service networks. TLS is a critical component of the value proposition of the American Express premium card products, focused on delivering travel and lifestyle benefits, which allow American Express to create differentiation and loyalty with premium CMs. This senior manager / manager role sits within the global customer experience organization and will be a critical part of the enterprise engagement team, leading and implementing global strategic initiatives that support the TLS future is now 2.0 transformation agenda. These initiatives require not only cross-functional coordination and collaboration across TLS, but also the enterprise, supporting both the strategic direction of the initiative as well as its planning and execution.

We are looking for a highly skilled technical program management office sr manager / manager with a deep understanding of hotel program architecture, web and mobile app architecture, and strong knowledge of TLS next-gen architecture. The ideal candidate will have experience working in e-commerce environments and be comfortable managing complex, technical projects with multiple stakeholders.

Responsibilities

• Program management
• Support the stand-up of the PMO (program management office) framework, including defining and engaging appropriate workstreams and owners to deliver on the strategy
• Ensure clear definition of roles, responsibility & accountability as it relates to the program framework and milestones
• Partner with workstream owners to manage and drive the workstreams forward to deliver on project milestones and to drive speed in decision-making, prioritization and escalations
• Proactively identify, raise and solve roadblocks to keep projects on track
• Provide day-to-day program management structure and support, including milestone tracking, RAID updates, status reports, scorecard tracking and ensuring the proper meeting cadence is in place to support communication across teams and to leadership
• Coordinate with market resources for operational readiness and change management of initiative launches
• Regularly interact with senior executives on program status, issues and to facilitate decision making
• Industry & technical
• Possess a detailed understanding of hotel program architecture, web and mobile application architecture, including APIs, databases and cloud infrastructure
• Provide guidance on best practice on how to manage new technical portfolio management to implementation
• Configure and manage Airtable databases, automations and integrations for project tracking and reporting
• Develop structured workflows using Airtable to support cross-functional teams

Minimum skills

Strong knowledge of TLS GCX organization, products and capabilities. Strong technical knowledge of hotel program architecture, web and mobile applications architecture (front end, back end, databases, APIs). Detailed knowledge of TLS technologies structure. Strong knowledge of scaled agile frameworks. Product owner / management experiences (preferably within TLS). Proficiency in Airtable ability to create and manage workflows, automations and integrations. Business-outcome mindset (ability to connect to the 'so what' and 'why are we doing this?'). Flexible thinking (ability to understand and absorb topics across multiple disciplines) and with a solution-oriented mindset. Ability to frame strategies, messages and communications in a clear and consumable manner, tailored to the audience. 'Can do' / self-motivated personality. Strong ability to build & leverage key relationships and effectively influence without authority. Comfortable leading meetings / conversations with peer set and 1-2 band levels above. Evidence of leading cross-functional working groups virtually to identify, recommend and deliver results and change. Ability to navigate roadblocks and drive results to keep initiatives / deliverables moving. Ability to structure work with little day-to-day direction and multi-task across responsibilities and projects. Prior large-scale program and project management experience and a solid track record of delivering critical projects. Superior organization skills and significant attention to detail.

Qualifications

Salary range : $103,750.00 to $174,750.00 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. US job seekers - click to view the "know your rights" poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window : employment eligibility to work with American express in the U.S. is required as the company will not pursue visa sponsorship for these positions.