Vice President, Global Travel & Lifestyle Servicing (TLS)

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.
Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

The Vice President, Global Travel & Lifestyle Servicing (GTLS) will serve as the Manila site leader for the GTLS Operation while overseeing Core and Digital Servicing channels for U.S. cardmembers. This leader will champion a differentiated, blended customer experience model that sets a new standard of premium travel servicing while fostering a world-class workplace for colleagues.

This highly visible position plays a pivotal role in shaping the future of GTLS. The VP will drive strategies that deepen customer loyalty, enhance satisfaction, and increase travel engagement and sales. As the Manila site continues to expand its footprint across multiple GTLS functions, this leader will define the next evolution of best-in-class servicing and support global business priorities.

Strategic Leadership & Operational Excellence

• Lead a large, multi-layered organization overseeing U.S. Core and Digital GTLS servicing.
• Build and execute a comprehensive digital servicing strategy, including click-to-chat, inbound sales, and high-touch customer support models.

• Drive the evolution of a blended servicing model that integrates digital capabilities, personalization, and premium travel expertise to deliver unique customer experiences.
  • Perform general manager duties for the Manila GTLS organization.
  • Ensure operational rigor, forecasting accuracy, and alignment of business plans across all lines of business.

People Leadership & Culture

• Foster a strong culture of trust, empowerment, and colleague engagement across all levels of the organization.
• Develop senior leaders and frontline teams through coaching, talent planning, and consistent leadership visibility.
• Create a best-in-class colleague experience at the Manila site — positioning GTLS Manila as a destination workplace within Global Travel & Lifestyle Servicing.
• Lead and influence across remote and hybrid environments with a proven ability to manage and inspire distributed teams.

Customer Experience & Sales Performance

• Deliver exceptional customer service outcomes that reinforce the value of GTLS as a critical Card Member benefit.
• Drive strong sales performance and travel engagement results while maintaining premium servicing standards.
• Champion customer-first strategies and use insights, data, and customer feedback to continuously enhance the end-to-end experience.

Cross-Functional Partnership & Market Leadership

• Partner strategically with Workforce Planning, Recruitment, Learning & Development, and the broader Global Servicing organization to ensure operational readiness and sustainable growth.
• Influence decision-making for the Manila market as a core member of the Country Market Team (CMT).
• Collaborate with Product, Benefits, Digital, and Technology teams to prepare for new travel offerings, digital enhancements, and servicing capabilities.

Qualifications

• Exceptional leadership skills with the ability to build cohesion, trust, and high performance across large, multi-layered teams.
• Demonstrated success leading transformation and driving meaningful business change.
• Strong analytical, operational, and financial acumen, including 3+ years of experience managing P&L responsibilities.
• Proven experience developing and executing site-level strategies; confident presenting in large forums (Town Halls, senior leadership updates, etc.).
• Track record of delivering strong sales performance and influencing revenue growth.
• Deep knowledge of digital servicing capabilities and emerging travel technologies.
• Exceptional relationship-building skills with internal and external stakeholders.
• Passion for outstanding customer experience and the ability to translate customer insights into operational improvements.
• Clear and compelling executive communication skills; able to articulate strategy, influence decisions, and lead through ambiguity.
• Bachelor’s degree required.
• Must be based in Manila and able to work U.S. East Coast hours.
  

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• 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
  
  

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.