Operations Analyst

New York, NY

The role of Sr. Analyst, Lodging Account Support is to manage the day-to-day operational engagement of a portfolio of lodging benefit partners (Fine Hotels and Resorts and The Hotel Collection). The Sr. Analyst is expected to ensure contractual compliance and integrity of the partner information within American Express platforms globally including contract database, point of sale tools, on-line visibility, OTA (Expedia) and GDS platforms (SABRE, Apollo, Worldspan and Amadeus) that drive to point of sale tools. Parallel to daily business functions, the analyst will lead business process improvement initiatives (re-engineering) designed to drive operational efficiencies in the organization.


Tactical responsibilities include:

  • Continuous analysis of brands within assigned portfolio to ensure rates, program benefits, critical sales information and appropriate content is displayed across all point-of-sale tools (offline and online)
  • Onboarding new partners from contracting to rate loading on both online and offline channels
  • Relationship management of assigned portfolio to identify opportunities that align with TLS strategy and brand growth targets (growth of brand relative to overall program growth)
  • Collaborate effectively with Lodging Strategic Partnerships team on account initiatives
  • Consult and negotiate property-level program benefits to drive incremental Card Member value
  • Manage on-going contract maintenance (annual updates, renovations and closures, flag changes, adds/drops)
  • Review partner compliance (i.e. mystery shop evaluations, scorecards) to ensure partners are in good standing with lodging program standards
  • Resolve escalations that prevent seamless Card Member experience at point of sale (offline and online) in an efficient and expedient manner
  • Lead and manage program enhancements and process improvements by deploying detailed analytical review and project management structure
  • Individuals with 2+ years of experience in an account support and/or partnerships function
  • Demonstrated analytical skills and strategic thinking to improve process and drive implementation, including the ability to analyze large sums of data from multiple sources, summarize key trends and takeaways, and use data to identify opportunities for process improvement
  • Demonstrated superior project management skills in addition to experience developing and executing winning strategies
  • Established success concurrently driving multiple projects and priorities forward with a will-to-win attitude in a fast-paced, dynamic environment
  • Excellent written and verbal communication skills
  • Attention-to-detail, flexibility and creative problem-solving skills
  • Strong Excel skills including the ability to create and manipulate spreadsheets
  • Travel experience strongly preferred, not required. Knowledge and experience within the Online Travel Agency landscape (preferably Expedia) as well as additional knowledge of SABRE GDS, Apollo, Amadeus and Worldspan preferred   


In order to work in or visit any of our offices in the United States, we require colleagues to be fully vaccinated against COVID-19.


“If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e., 2 doses for Moderna/Pfizer and 1 dose or J&J) in order to work in or visit any of our offices. This requirement is subject to legally required accommodations.”


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.


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