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American Express Director, Global Air Product and Web Operations in Boston, Massachusetts


American Express Travel & Lifestyle Services

American Express entered the travel agency business in 1915, and today is one of the world’s largest luxury travel and lifestyle service networks. The Travel & Lifestyle Services (TLS) business provides exclusive access, differentiated value, extraordinary service, and unrivaled expertise to Card Members seeking leisure or business travel, as well as a variety of lifestyle services. TLS plays a critical role in Card customer engagement, loyalty and satisfaction in addition to driving direct travel revenue and cost savings.

The Global Digital Customer Experience organization is a strategic focus area for growth within TLS as our cardmembers increasingly transact and self-serve digitally for their travel and lifestyle needs. Digital customer travel engagement and satisfaction have reached all- time highs, and through continued investment and focus, we seek to continue building out our infrastructure to meet growing demand, and to be able to elevate our service offering and the unique value and access we offer our Cardmembers.

We are seeking a Director to fuel that growth by leading and enabling next generation capabilities and products on a global scale. The incumbent will be responsible for setting the vision for and leading a team of product owners in delivering against a product roadmap focused on providing the best card member value and experience in our air line of business across multiple digital platforms. In addition, the incumbent will lead a team of web operations focused colleagues responsible for ensuring that availability, resiliency, and site performance standards are met across our core booking platforms in support of continued advancement of TLS’s top engagement channel.

Key Responsibilities:

Define and lead the advancement of TLS core customer-facing digital air booking journeys

Define Macro and Micro Key Performance Indicators (KPIs) to measure air line of business strengths and opportunities

Partner with key stakeholders across TLS and Enterprise teams in defining and prioritizing strategic roadmap

Web Operations COE overseeing day to day site performance involving multiple internal and external hosted applications and SORs

Lead and partner with internal and external colleagues to ensure SLAs are met while identifying and delivering against opportunity areas to improve site performance, error resolution and overall card member experience throughout the core booking journey.


Product Ownership – Proven business leader with track record of success in defining a vision and leading large- scale transformation in products and platforms. Good understanding of the airline industry, customer engagement behavior, existing and upcoming technologies in the air inventory, content and overall web infrastructure space.

Focus on the Customer – Consistently demonstrates a customer-first mindset and views product development and web operations through a customer lens

Relationship Builder & Collaborator – Ability to build strong relationships with internal and external partners, explaining complex elements in a simple way, and effectively managing stakeholders, agencies and technology partners across geographically/culturally diverse teams globally

Third Party Management – Seasoned partner manager with refined influencing and negotiating skills

Innovation Driver – Comfort in white space and the ability to define change and sell-in and execute on transformation

Agile – Prior experience leading change in an agile environment

Team Leadership Proven record of gaining followership amongst peers and team members

Results Orientation Track record of define and delivering on key metrics and demonstrating data-driven success

Flexibility – Ability to operate in a dynamic environment and overcome/steer around obstacles and adversity

Travel Experience – Previous travel industry or e-commerce experience preferred with a keen understanding of the airline industry.

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: Marketing

Primary Location: United States

Schedule Full-time

Req ID: 21028691