Team Leader - Operations (Travel and Concierge Experiences)

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

How will you make an impact in this role?

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.

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

Employment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions.