The Centurion Lounge Team Leader is the coach to 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 in the Dallas Forth Worth Airport.
A successful Team Leader has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team to work together to drive outstanding business results. The Team Leader will monitor customer interactions to ensure extraordinary service, set team and individual performance goals, use performance metrics and reporting to drive performance and business results. The Team Leader will provide consistent and on-going coaching and feedback to ensure their team is performing at their highest levels.
The Team Leader is an entrepreneur who is an advocate and supporter for both their team and their customers. They thrive in ambiguity and can effectively lead their team through change. They are intellectually curious and they share a passion for growth and knowledge amongst their colleagues.
ResponsibilitiesAs a Centurion Lounge Team Leader, you will be responsible for:
- Creating a cohesive team environment
- Coaching your team to provide a high-touch, premium experience for all lounge guest
- Inspiring your team of MSPs to achieve their goals by providing continuous coaching, training and development; as well as, rewarding and recognizing accomplishments
- Communicating with your team to ensure that they are well informed about changes that may affect them and their customers
- Managing your team to ensure adequate servicing coverage is provided 365 days per year, which may include filling in when needed
- Evaluating team performance and creating development and action plans, on an individual level, that 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
- Challenging yourself and your team to “raise the bar” by driving continuous improvement
Lounge Hours of operation are from 5:30 AM - 10:00 PM. Candidate must be able to work between these hours and days. Hours are subject to change due to business need.
QualificationsA successful candidate will have the following qualifications:
- Minimum 2 years’ proactive customer service experience (premium servicing a plus)
- Minimum 2 years’ supervisory experience
- Airline, lounge or travel industry experience required, 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
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. 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.
About the TeamWe 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.
Skills Required
- Minimum 2 years' proactive customer service experience (premium servicing a plus)
- Minimum 2 years' supervisory experience
- Airline, lounge or travel industry experience required, including reservation experience
- 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 skills
- Ability to work flexible shifts including nights, weekends and holidays
American Express Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about American Express and has not been reviewed or approved by American Express.
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Healthcare Strength — Pay is often viewed as attractive when combined with comprehensive health, dental, and vision coverage that supports day-to-day needs. The benefits package is also framed as especially helpful for those supporting dependents.
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Retirement Support — Retirement benefits are positioned as a meaningful part of total rewards through a 401(k) plan with company matching. Financial wellness services and coaching are also highlighted as strengthening longer-term financial security.
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Leave & Time Off Breadth — Paid time off is repeatedly characterized as generous and a valued component of the overall package. Time off and flexibility are presented as helping the total rewards feel more complete beyond base salary.
American Express Insights
What We Do
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.
