Vice President, TCE US Travel Network
Description
The Vice President, TCE US Travel Network will be a key member of the US Travel & Concierge Experiences leadership team, responsible for leading the US Travel Network and delivering strong bookings and revenue growth, alongside customer, colleague and operational outcomes.
This role will provide strategic and operational leadership across a complex sales and servicing environment, translating the US TCE strategy into clear priorities and disciplined execution. The Vice President will establish strong accountability for sales and operational performance, coach and develop leaders to raise the selling capability and ensure the organization consistently delivers exceptional experiences for our Card Members.
Working closely with leaders across TCE and broader Global Servicing, the successful candidate will balance day-to-day operational excellence
Lead operational performance
Provide end-to-end leadership for the US Travel Network, setting clear sales and operational priorities and ensuring disciplined execution against business objectives.
Drive strong performance across customer experience, colleague experience, productivity, quality and operational effectiveness.
Establish clear performance expectations and operating rhythms, using data and insights to identify opportunities and take timely action.
Ensure resources and capacity are aligned to customer demand and the highest-priority business outcomes.
Build a culture of continuous improvement, identifying opportunities to simplify processes and improve the effectiveness of the operation.
Deliver an exceptional customer experience
Champion a customer-first culture and ensure the US Travel Network consistently delivers high-quality service to Card Members.
Use customer feedback, operational insights and performance trends to identify and address the root causes of customer pain points.
Partner across the broader TCE organization to create a more connected experience.
Balance customer outcomes with commercial and operational considerations when making business decisions.
Lead and develop a high-performing organization
Lead and develop a geographically distributed organization through a strong team of sales and operational leaders.
Build a compelling vision for the organization and translate strategy into priorities that colleagues can understand and act upon.
Strengthen leadership capability, succession and talent pipelines, creating opportunities for colleagues to grow and develop.
Foster an inclusive, accountable and high-performing culture where colleagues feel empowered to deliver for customers and drive strong customer and shareholder outcomes.
Maintain a strong leadership presence onsite, while building connectivity across the wider US Travel Network.
Drive transformation and change
Lead the organization through transformation while protecting customer and colleague outcomes.
Identify opportunities to simplify ways of working, improve productivity and strengthen end-to-end ownership.
Champion digital, data and technology-enabled improvements that enhance servicing effectiveness.
Translate strategic initiatives into practical operational change and ensure sustainable adoption across the network.
Create the conditions for teams to learn and continuously improve.
Strengthen risk management and controls
Ensure operational risks are proactively identified, understood and managed within the business.
Maintain strong standards of governance, controls and regulatory compliance.
Partner closely with Control Management and other relevant stakeholders to embed effective risk management into operational decision-making.
Create an environment where colleagues take ownership of risk and escalate issues appropriately.
Build strong enterprise partnerships
Act as a key partner to the wider US TCE leadership team, contributing beyond the immediate remit.
Collaborate with partners across planning, analytics, learning, technology, product and other partner organizations to deliver shared priorities.
Influence across organizational boundaries to resolve complex issues and improve end-to-end outcomes.
Represent the US Travel Network in senior leadership discussions, bringing a clear operational and customer perspective.
Leadership Expectations
Set a clear vision and translate it into executable priorities.
Make high-quality decisions at pace, particularly in a complex operational environment.
Demonstrate strong enterprise thinking and look beyond individual team boundaries.
Communicate frequently, candidly and clearly.
Build trust and effective partnerships across functions and geographies.
Lead through ambiguity and significant organizational change.
Create an environment of accountability while empowering leaders to make decisions.
Role-model sound judgment, integrity and an uncompromising commitment to customers and colleagues.
Minimum 10 years of relevant travel-industry experience, ideally within a leading travel agency or premium travel organization, with deep knowledge of travel sales and servicing.
Proven expertise in sales leadership and coaching, with a record of building high-performing teams and delivering sustained, market-leading results.
Demonstrated track record of leading a large-scale travel sales operation and delivering hundreds of millions of dollars in annual sales.
Demonstrated success in creating a strong, customer-focused sales culture while maintaining rigorous governance, controls and compliance within applicable US regulatory requirements.
Ability to lead through senior leaders and managing operations across multiple teams and/or locations.
Strong track record of delivering measurable improvements in customer experience, operational performance and productivity.
Proven ability to translate business strategy into operational priorities and execute effectively.
Strong commercial and analytical judgment, with the ability to use data and insights to drive decisions.
Demonstrated ability to influence and build effective relationships across functions and at senior leadership levels.
Experience leading complex transformation and organizational change.
Excellent communication skills with the ability to create clarity, inspire teams and influence diverse stakeholders.
Demonstrated commitment to developing talent and building inclusive, high-performing teams.
Preferred Qualifications
Experience within Travel, premium customer servicing or a high-touch service environment.
Experience leading large, geographically dispersed operations.
Experience delivering digital or technology-enabled servicing transformation.
Strong understanding of workforce management, capacity planning and performance management within a large-scale servicing environment.
Employment eligibility to work with American Express in the U.S is required as the company will not pursue visa sponsorship for these positions