You Lead the Way. We?ve Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you?ll learn and grow as we help you create a career journey that?s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you?ll be recognized for your contributions, leadership, and impact?every colleague has the opportunity to share in the company?s success. Together, we?ll win as a team, striving to uphold our company values and powerful backing promise to provide the world?s best customer experience every day. And we?ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let's lead the way together.
Who We Are
The U.S. Consumer Services Team is responsible for our suite of consumer products, services, and experiences in the U.S., including our premium, cobrand, cash back, and lending portfolios, Membership Rewards, Global Travel & Lifestyle Services, the Centurion Lounge network, our Global Dining and Resy businesses, and best-in-class marketing programs across customer, prospect, and partner channels. The USCS team is focused on making membership an indisputable competitive advantage and helping each other become better leaders every day.
The American Express global dining team sits within the USCS organization. Our mission is to connect the world?s best restaurants with the world?s best customers through a trusted and innovative global Software as a Service (SaaS) platforms, built on the promise of access and unforgettable experiences.
Our SaaS platforms offer a wide range of features and functionality, managing reservations and tables, and tracking guest and restaurant data to help restaurants deliver the best hospitality to diners. Diners can discover the amazing world of restaurants thanks to our content-rich website and innovative mobile app. Our diners and Card Members are insiders, and we love having them at the table.
About the Team
American Express Global Dining consists of Resy, Tock and Rooam. Our mission is to power the world?s best restaurants, using technology to imagine the future of hospitality.
The Restaurant Partnerships team sits in the Global Dining Organization tasked with owning partnerships with our top restaurants, deepening engagement with the most impactful restaurants to our business and Card Member base. The team works in partnership with Strategic Partnerships, Product, Engineering, Sales, Data, Marketing, Revenue Operations, Strategy, and the broader American Express organization to identify opportunities to enhance what it means to be a partner of American Express Global Dining.
About the Role
The Director of Restaurant Partnerships role is to set the overall vision and strategic plan for the Restaurant Partnerships (RP) team, focusing on driving product adoption, leading successful customer experience, and driving growth through processes and proactive retention improvements. They will help define and optimize the customer lifecycle, driving programs and initiatives to improve engagement and overall experience with Amex Global Dining. The managed book of business will be their focus, but the role is cross-functional in nature, touching every corner of the business.
The role requires strong interpersonal and leadership skills, with the ability to lead and inspire a large team in a fast-paced and often volatile environment. A level-headed, solutions-oriented approach is essential for personal and team success. The Director will balance their time between department strategies, deepening their contributions to the business, cross-functional workstreams, and partner relationship-building.
Responsibilities: ? Retain our businesses? most important restaurant partners ? Drive operational practices to track departmental and individual performances ? Effectively advocate both internal and external needs to key stakeholders ? Define and evaluate a successful partner experience and standardize playbooks and success plans for customers in the strategic segment ? Implement improvements to organizational structure by clearly defining segmentation of the Book of Business and developing different levels of expertise within the RP teams ? Influence future lifetime value by defining and overseeing lifecycle processes and touchpoints ? Recruit, mentor, groom, and inspire a world-class team and build a pipeline of great candidates for career development and company evolution ? Deliver consistent updates on goals, achievements, and needs to leadership team ? Cross-functional collaboration to execute and drive upon company goals, initiatives, and projects ?
