Team Leader, Centurion Lounge - ATL

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 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? 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 ATL 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. As 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 05:00-11:00 PM Daily.

Candidate must be able to work between these hours and days. Hours are subject to change due to business need.

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...