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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.

Job Description – Operations Manager

RESPONSIBILITIES

Customer

• Partner with Commercial colleagues to add value on all elements of service program design, delivery & ongoing management

• Regularly review program performance to identify and recommend operating efficiencies, global consistency opportunities, and eliminate scope creep

• Partner with Senior Leaders in Traveler Care and Commercial to drive financial profitability

• Build & leverage relationships with key business partners in Sales, Commercial, Global Supplier Relations & Technology to ensure high levels of customer satisfaction and retention

People

• Carry out regular coaching with direct reports regarding performance, development and growth

• Demonstrate leadership and role model behaviors

• Achieve sustained employee retention and engagement, customer satisfaction, and profitability

• Meet immediate and long-term staffing needs by partnering with WFM, Recruiting

Financial/Commercial

• Articulate and champion the Traveler Care strategy in the wider organization

• Own the delivery of financial value that has been set for the applicable portfolio of accounts

• Ensure maximization of supplier revenue

• Optimize profitability through maximizing booking potential and aligning client needs with higher margin product delivery

• Promote innovation to lower the cost of servicing while maintaining/increasing customer satisfaction

• Apply technology & self-service adoption options to drive efficiency & savings while improving customer experience

Quality

• Identify opportunities, design, deliver & lead business process improvement solutions. Engage relevant internal expert partners as applicable, e.g. Process Engineering, Customer Experience

• Maintain focus on maximizing the productivity and efficiency of teams and operations

• Maintain awareness and understanding of working practices, industry trends and relevant management topics, sharing with reports and wider teams

Exceptionally skilled at client facing activities including building and fostering client relationships, and communication/presentation skills.

QUALIFICATIONS

+ Broad and deep knowledge of complex Traveler Care operations & processes

+ Proven track record in driving significant and sustained improvement in KPI performance

+ Excellent interpersonal skills including written & oral communication skills

+ Strong analytical skills

+ Ability to multitask in a high-pressure environment and met deadlines

+ Proven ability to influence at all levels with internal and external stakeholders

+ A campaigning and inclusive style of leadership, supported by clear understandable strategies with a strong focus on results and employee engagement

+ Experience creating, presenting and executing action plans that drive results

+ Previous project management and Sabre GDS knowledge

+ Minimum of 5 years leadership experience

Location

New York, United States

The US national base salary range for this position is from

$66,500.00 - $123,500.00

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, the anticipated range of which is posted above, this role is eligible for a discretionary annual bonus which rewards participants based on individual and/or company 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/)