About this role
Travel & Concierge Experience Bilingual Manager QC, Canada (Hybrid)
A successful Manager within American Express Travel & Concierge Experience (TCE) has a passion for delivering extraordinary service and demonstrates leadership ability to inspire their team and building connections and engagement to drive outstanding business results. This role will lead teams within TCE Canada Operations. They will coach a team of highly skilled and motivated Team Leaders and Travel Consultants who designing unforgettable trips and experiences for our Premium Card Members.The Manager will establish a coaching culture centered around colleague well-being, obsess over the colleague experience, and provide consistent and on-going coaching and feedback to ensure their teams are performing at the highest level.The Manager will set agenda providing clear goals and individual performance goals, use performance metrics and reporting to drive performance and business results, and monitor customer interactions to ensure extraordinary service.The Manager is an entrepreneur who is an advocate and supporter for both their employees and their customers. They thrive in ambiguity and can effectively lead their team through change.They are intellectually curious, constantly striving for information about their team, the business, the industry, and they share a passion for growth and knowledge with their teams and peers. Responsibilities As a Manager of Canada Engagement and Operations, you will be responsible for:Inspiring Team Leaders and their teams to achieve and exceed their goals by providing outstanding coaching, training, and development and by rewarding and recognizing results.Transform the TCE Customer experience in two key areas: 1) Elevate our service delivery by improving what we do for our customer to source the best Travel and Concierge Experience 2)Elevate how we communicate to our customers.Engaging Team Leaders and their teams by building and fostering Inclusion, development and personal growth and generally significantly driving colleague engagement which will be measured through various listening post. This will be a significant portion of the Goals.Creating and implementing creative solutions to enable access for our Customer this will include building relationships with partners internally and externally with key suppliers and Properties on a frequent basis.Creating and implementing creative solutions to drive colleague engagement and foster a sense of belonging and well-being across the colleague base.Assessing the team’s skill levels and competencies and creating development and action plans that are owned and driven by the colleagues.Key measures of success for this role include ability to inspire and engage teams to provide outstanding service, ability to foster an engaged culture centered around rewarding and recognizing results, ability to elevate service delivery, portfolio performance, em