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American Express Manager / Senior Manager, Lounge Operations Strategy in Boston, Massachusetts


Global Consumer Services Group (GCSG) is responsible for growing our consumer business worldwide, strengthening our global leadership position in the premium space, and delivering exceptional, differentiated customer experiences.

The US Consumer & Global Premium Service organization is part of the Global Consumer Services Group and is responsible for making membership essential by creating and delivering world class marketing through the sourcing and delivery of relevant, differentiated products & benefits that drive demand and inspire engaged card members to deepen loyalty. Create a dynamic career while doing work that matters for people everywhere. Find your place on #TeamAmex

The Senior Manager, Operations Strategy, leads key strategic initiatives and business planning efforts to support the Centurion Lounge operations and customer experience by collaborating with key internal partners (including Lounge Product, Partnerships and Operations, Business Development, Technology and Finance). This is an excellent opportunity for a self-motivated individual who is interested in driving forward key strategic initiatives in a fast-paced environment.

Key Responsibilities

  • Partner with lounge operations team and external operator regional managers to monitor network operations, address issues and implement new ideas

  • Collaborate with product and partnerships team to develop and execute lounge partnerships and activations

  • Collaborate with business development team on operational impact and feasibility of the design of new / expanded lounges

  • Lead key project management and business planning initiatives to support operations (e.g., ongoing monitoring of local airport guidelines)

  • In partnership with operations teams, drive talent management strategy including headcount planning and approach for hiring, onboarding, and training

  • Lead an analyst to drive forward key strategic and business planning initiatives

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 redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex,



  • Strong project management and organizational skills in order to drive business results

  • Strong analytical skills with ability to understand data and develop insights and recommendations

  • Prior experience in global business operations, business planning, customer service, lounge, travel or hospitality related business

  • Strong relationship management and interpersonal skills with the ability to influence and manage expectations across several stakeholders

  • Ability to adapt in an ever-changing environment and manage several projects at once while maintaining composure

  • Ability to lead an analyst and foster a team culture of collaboration

  • Strong written and verbal communication skills

  • MBA or equivalent and 2-5 years of experience in an operations or business planning function

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law. Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

Job: Operations

Primary Location: United States

Other Locations: US-Arizona-Phoenix, US-Utah-Sandy, US-New York-New York, US-Florida-Sunrise

Schedule Full-time

Req ID: 22000072