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

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.

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.

Don’t just inspire followers. Create future leaders.

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

Additional Details:

- Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
- 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.