Travel & Concierge Experience Bilingual Manager

About the role

American Express Travel & Concierge Experience (TCE) is seeking a bilingual manager to lead its Canada Operations team. The role focuses on delivering extraordinary travel and concierge services to Premium Card Members while fostering a high‑performance, well‑being‑focused culture for colleagues.

Key responsibilities

• Coach and develop Team Leaders and Travel Consultants to design unforgettable trips and experiences.
• Set clear performance goals, monitor metrics, and use reporting to drive business results.
• Elevate the customer experience by improving service delivery and communication.
• Build and maintain relationships with internal partners and external suppliers to enable seamless access for customers.
• Promote inclusion, personal growth, and colleague engagement through creative initiatives.
• Assess team competencies and create development plans owned by employees.

Required profile

• Minimum of 3 years of successful leadership experience in a customer‑focused environment.
• Strong passion for delivering premium service and ability to inspire teams.
• Comfort operating in ambiguous situations and leading change.
• Intellectual curiosity and a commitment to continuous learning.
• Bilingual communication skills (English and French).

Required skills

What we offer

• Opportunity to lead a high‑impact team within a global brand.
• Collaborative environment that values well‑being and professional growth.
• Access to industry‑leading travel and concierge resources.