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Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

The Operations Manager - Strategic Meetings Pharma directs and coaches assigned personnel to ensure that all services, administration, and profit objectives pertaining to pharmaceutical client is achieved while maintaining high service levels. Responsible for providing client and team support while training and leading special projects. Managing approximately 5 to 35 exempt and/or non-exempt direct or indirect reports, which lead teams that support sourcing, contracting, planning/onsite, and budget development for dedicated pharma account.

What You’ll Do:

Financial Management

+ Reviews and updates the financial forecast with the financial data as required and monthly client financial settlement summaries.

+ Monitors team to achieve the highest profitability on assigned accounts by tracking labor, invoicing on a timely basis, updating reporting systems, collecting commissions, and understanding profit points within their programs.

+ When assisting with proposals, ensures cost sheet accuracy before initial presentation.

+ Strategize, analyze, forecast, implement, and manage financial and operational measures to track results and ensure operational profitability.

+ Ensure accurate tracking and reporting of TOV activity at the event level.

Relationship Management

+ Provides pharma meeting industry and product subject matter expertise from the pre-proposal stage to proposal qualification/development/delivery.

+ Maintains active and past operated travel program history and review the history with Account Managers, and Business Development to identify meeting trends and new travel opportunities for clients.

+ Participates in client meetings, presentations, and quarterly/annual business reviews to explain operational processes, review contractual statistics and workload, and resolve challenges.

+ Resolves customer inquiries which have been escalated, and mentor direct reports to research and resolve customer inquiries.

+ Participates in management meetings to ensure standardization of processes across SM and to discuss solutions and service levels.

+ Develops strategic partnerships with multiple contacts within client and supplier organizations.

+ Maintains proactive, positive, open line of communication with client to ensure understanding of expectations and client happiness.

Process Management

+ Anticipates upcoming workload/activities and plans accordingly. Coordinates workload overflow with other Directors.

+ Coordinates with other Amex GBT leadership to prepare short and long-range project and financial forecasts.

+ Identifies, develops, and ensures implementation of SOP’s and standard practices and process improvements.

+ Ensures that customer happiness via client survey and benchmark results are analyzed and communicated for the purpose of developing direct reports and ensuring and improving client satisfaction.

+ Develops service recovery plans, ensures the plans are implemented, and improvement goals are achieved or exceeded.

+ Outlines strategy and communication plan for assigned group.

+ Evaluates impact of events and reassesses objectives and outcomes, plans for continuous improvement.

People Management

+ Coaches and guides Team Leader(s) and indirect reports in leadership role.

+ Leads weekly team meetings with team to discuss volume, productivity, customer deliverables, process, and service levels.

+ Serves as a Mentor in the areas of forecasting, costing, and budgeting, and reviews team members’ program budgets.

+ On-boards new employees.

+ Act as SME to ensure consistency and training for all, using best practice approach, experience, and knowledge.

What We’re Looking For

+ Minimum of five (5) years’ experience for pharma meetings management teams.

+ Validated people leadership skill and development of high performing teams

+ Comprehensive knowledge of pharma meeting sourcing and pharma planning and technologies to support, i.e., CVENT.

+ Comprehensive knowledge in healthcare compliance, open payments (Sunshine Act) and transfer of value requirements.

+ Program management system and meetings industry technology experience preferred.

+ Strong ability to interact with client contacts at a meeting level and key contact level.

+ Advanced oral and written presentation skills required.

+ Prior successful experience in developing and maintaining key client and supplier relationships.

+ Prior experience in effectively balancing multiple projects/demands.

+ Proven understanding of business financials, contracts, and service level agreements

+ College degree required. MBA a plus. CMP designation a plus.

+ Ability to travel by airplane, boat, rail and/or car (25%).

+ Must be able to work east coast hours to align with customers

Location

United States

The US national annual base salary range for this position is from $70,000 to $140,000. The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

In addition to base salary, this role is eligible for our Annual Incentive Award plan, which rewards participants based on company and individual performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance (https://explorer.amexglobalbusinesstravel.com/rs/346-POJ-129/images/GBT\_2023BenefitsAtAGlance\_Without\_Rates\_Final.pdf)

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

+ **Flexible benefits** are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

+ **Travel perks:** get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

+ **Develop the skills you want** when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

+ **We strive to champion Inclusion** in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

+ And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here (https://explorer.amexglobalbusinesstravel.com/rs/346-POJ-129/images/Additional%20Disclosures%20in%20Accordance%20with%20the%20LA%20County%20Fair%20Chance%20Ordinance.pdf?version=2) for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement (https://www.amexglobalbusinesstravel.com/gbt-recruitment-privacy-statement/) .

**What if I don’t meet every requirement?** If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!

Click Here to Learn More (https://www.amexglobalbusinesstravel.com/careers/)