Director of Lounge Operations

American Express

. Lead a high-performing team of frontline colleagues and inspire a close-knit team culture .

Posted 10/5/2026full-timeNew York City • New York • United StatesLead💰 $123,000 - $215,250 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in operations and hospitality management, with a strong focus on team leadership, customer service excellence, and strategic financial performance. Proven ability to develop talent management strategies and implement operational improvements in a luxury environment.

Highest-signal resume keywords

10 Years Experience In OperationsLeadership In Global Business OperationsCustomer Service ExcellenceTalent Management StrategiesExecutive-Level Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Budget ManagementKPI DefinitionEvent ExecutionOperational ImprovementP&L Management

Soft Skills

Exceptional People LeadershipStrong Interpersonal SkillsAgile ApproachCustomer-First MindsetAbility To Influence

Industry Keywords

Hospitality IndustryLuxury SpaceCustomer ExperienceTalent DevelopmentCross-Functional Collaboration

About the role

Key responsibilities & impact

Lead a high-performing team of frontline colleagues and inspire a close-knit team culture
Define city lounge and operator KPIs to improve cardmember servicing and financial performance
Manage city lounge operations budgets and P&Ls
Develop and execute talent management strategies, including hiring, onboarding, and training plans
Partner with the Global Lounge Collection Benefit Management team on near- and long-term city lounge strategy
Address guest feedback and concerns
Coach the team to provide a high-touch, premium experience
Track event sales and own event execution
Identify operational improvements and implement creative solutions to grow the business

Requirements

What you’ll need

10 years of experience in operations or hospitality related industry
Exceptional people leader with a tangible history of developing large teams and building a highly effective, results-driven culture
Strong customer-first mindset, balancing customer needs with operational requirements
Ability to combine best practices with new ideas to create compelling customer experiences
Agile approach and ability to shift priorities in changing environments
Success partnering across complex organizations to drive change
Prior leadership experience in global business operations, customer service, lounge, travel, or hospitality-related business
Understanding of the luxury space
Strong interpersonal skills and ability to influence and manage expectations across large cross-functional teams, senior leaders, and external stakeholders
Executive-level communication and presentation skills
Employment eligibility to work with American Express in the U.S.; the company will not pursue visa sponsorship

Benefits

Comp & perks

Competitive base salaries
Bonus incentives
6% Company Match on retirement savings plan
Free financial coaching and financial well-being support
Comprehensive medical, dental, vision, life insurance, and disability benefits
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities
Equity, if applicable