Operations Manager @ American Express Global Business Travel
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Job Details
Overview
American Express Global Business Travel (Amex GBT) is a place where colleagues find inspiration in travel as a force for good. In this role, the Operations Manager contributes to enhancing customer service, people development, financial performance, and operational quality.
Responsibilities
Customer: Partner with Commercial colleagues to design, deliver, and manage service programs. Regularly review performance, recommend efficiencies and eliminate scope creep. Collaborate with Senior Leaders in Traveler Care and Commercial to drive financial profitability. Build relationships with Sales, Commercial, Global Supplier Relations, and Technology for high customer satisfaction and retention.
People: Provide regular coaching on performance, development, and growth. Demonstrate leadership and role modeling behaviors while ensuring employee retention and engagement. Meet staffing needs by partnering with Workforce Management and Recruiting.
Financial/Commercial: Champion the Traveler Care strategy and deliver financial value for assigned accounts. Maximize supplier revenue, optimize profitability and align client needs with high-margin product delivery. Promote innovative solutions, cost efficiency, and technology adoption to improve customer experience.
Quality: Identify opportunities and lead business process improvement solutions. Engage internal experts to drive productivity and efficiency improvements. Stay updated on industry trends and share relevant working practices with teams.
Qualifications
The candidate should have deep knowledge of complex Traveler Care operations, a proven track record in improving KPIs, excellent interpersonal and analytical skills, and the ability to multitask under pressure. Must demonstrate influential leadership, mastery in project management and Sabre GDS, with a minimum of 5 years leadership experience.
Location & Compensation
This role is based in New York, United States. The base salary ranges from $66,500 to $123,500, supplemented by a discretionary annual bonus and comprehensive benefits.
The #TeamGBT Experience
Enjoy flexible benefits, travel perks, extensive learning opportunities, and a commitment to inclusion. Amex GBT values every applicant and encourages those passionate about our mission to apply.
Key skills/competency
- Traveler Care
- Operations
- Customer Service
- Leadership
- Profitability
- Process Improvement
- Analytical Skills
- Project Management
- Communication
- Employee Coaching
How to Get Hired at American Express Global Business Travel
🎯 Tips for Getting Hired
- Tailor your resume: Highlight operations, leadership, and project management skills.
- Research Amex GBT: Understand their mission, benefits, and culture.
- Emphasize experience: Showcase proven KPI improvements and operational excellence.
- Prepare for interviews: Practice examples of leadership and customer partnership.