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About American Express Global Business Travel (Amex GBT)
Inspire journeys, empower businesses, and shape the future of travel. At American Express Global Business Travel, we believe travel is a catalyst for connection, growth, and positive change. With a network that spans more than 150 countries, we partner with leading corporations to simplify complex travel programs, deliver unforgettable experiences, and drive measurable cost‑savings. Our people‑first culture celebrates diversity, nurtures curiosity, and rewards innovative thinking. As a member of the #TeamGBT family, you’ll join a global community where your voice matters, your development is a priority, and your impact is visible across the world.
Why This Role Is a Game‑Changer for Your Career
We are searching for a dynamic, remote‑based Operations Supervisor who will be the guiding force for a team of travel counselors within our Amex GBT Ovation platform. This is not a “paper‑pusher” position. You will coach, inspire, and lead a high‑performing group of professionals who deliver world‑class travel support to Fortune 500 clients. You’ll have the autonomy to shape team culture, drive performance, and influence strategic decisions—all while working from the comfort of your own home.
Key Responsibilities
People Leadership & Team Development
- Performance Monitoring: Review real‑time metrics (calls, emails, chats) and provide actionable, data‑driven coaching to individuals and the team.
- Quality Assurance: Conduct regular call‑listening sessions to ensure compliance with service standards, identifying gaps and championing continuous improvement.
- Feedback & Documentation: Deliver timely, documented feedback that aligns with Amex GBT’s performance framework, including formal performance reviews, improvement plans, and recognition programs.
- Talent Management: Make informed decisions regarding performance ratings, compensation adjustments, and career development pathways.
- On‑boarding & Training: Lead account‑specific onboarding for new hires after the centralized Ovation training, ensuring seamless integration into client‑specific processes.
- Culture Building: Foster an inclusive, high‑energy environment that reflects Amex GBT’s core values of integrity, collaboration, and customer‑centricity.
Customer & Client Partnership
- Strategic Client Interaction: Participate in meetings with Corporate Sales Group (CSG) client managers, providing operational insights that inform client‑facing conversations.
- Escalation Management: Partner with CSG partners to resolve client service escalations, crafting strategic solutions and clear messaging for both internal teams and external stakeholders.
- CSAT Analysis: Track Customer Satisfaction scores, identify trends, and implement action plans to elevate the traveler and arranger experience.
- Policy Communication: Keep the team abreast of client travel policy updates, ensuring consistent adherence across all touchpoints.
- Documentation: Maintain accurate records within the Travel Counselor (TC) desktop tools, reflecting policy changes and operational adjustments.
Quality, Financial Stewardship & Operational Excellence
- Goal Attainment: Guarantee that client‑defined performance targets—such as cost‑avoidance, compliance, and service levels—are consistently achieved.
- Error Management: Monitor and resolve CSI/Debit Memo errors within Salesforce, driving tickets to closure and restoring service level expectations.
- Workforce Management Collaboration: Partner with WFM to align staffing, schedule adherence, and service level agreements, ensuring the team meets or exceeds contractual commitments.
- Financial Oversight: Analyze financial metrics related to travel spend, cost savings, and reimbursement accuracy, providing insights that influence budgeting and forecasting.
- Process Improvement: Champion lean initiatives, automation opportunities, and best‑practice sharing that elevate efficiency and reduce waste.
Essential Qualifications & Experience
- People Leadership Experience: Minimum three (3) years of proven supervisory or management experience in a fast‑paced, service‑oriented environment.
- Corporate Travel Expertise: Direct experience with a corporate travel management company, including hands‑on proficiency with Sabre GDS (mandatory) and Salesforce (preferred).
- Coaching & Mentoring Skills: Demonstrated passion for developing talent through questioning, active listening, and solution‑focused guidance.
- Analytical Acumen: Ability to interpret KPI trends, CSAT data, and financial reports, translating insights into actionable strategies.
- Communication Excellence: Superior written and verbal communication, capable of influencing senior stakeholders and fostering cross‑functional collaboration.
- Flexibility & Adaptability: Willingness to adjust working hours (12 PM – 9 PM ET) to align with team and client needs across North America.
- Technology Savvy: Comfortable navigating cloud‑based platforms, collaboration tools (e.g., Teams, Zoom), and data dashboards.
Preferred Add‑Ons (Nice‑to‑Have)
- Certification in travel management (e.g., CTS, CPT).
- Experience with other GDS platforms (e.g., Amadeus, Galileo).
- Background in change management or process re‑engineering.
- Fluency in a second language to support multinational client bases.
Core Skills & Competencies for Success
- Strategic Thinking: Ability to see the big picture, anticipate client needs, and align team actions with business objectives.
- Empathy & Emotional Intelligence: Understanding team dynamics and fostering a supportive environment that drives engagement.
- Problem‑Solving: Proactively identifying obstacles, crafting creative solutions, and empowering team members to take ownership.
- Time Management: Prioritizing multiple initiatives while maintaining high‑quality output under tight deadlines.
- Data‑Driven Decision Making: Leveraging analytics to inform coaching, staffing, and performance improvement initiatives.
- Customer‑Centric Mindset: Putting travelers and arrangers at the core of every interaction, delivering “white‑glove” service every time.
Career Growth & Learning Opportunities
Amex GBT is committed to your continuous development. As an Operations Supervisor, you will have access to:
- Global Tuition Assistance: Financial support for university courses, certifications, or advanced degrees.
- Learning Platform Access: Unlimited entry to a catalog of over 20,000 courses covering leadership, analytics, travel technology, and soft‑skill mastery.
- Leadership Development Programs: Structured pathways to senior management roles, including mentorship, cross‑functional rotations, and executive coaching.
- Internal Mobility: Priority consideration for openings across Amex GBT’s worldwide network, empowering you to explore new markets or specialties.
- Community & Networking: Participation in global Inclusion Groups, employee resource networks, and industry conferences.
Work Environment & Culture Highlights
Working remotely with Amex GBT means you enjoy the flexibility of a home‑based setup while staying connected to a vibrant, inclusive community:
- Hybrid Collaboration: Regular virtual team huddles, video‑based brainstorming sessions, and interactive learning labs keep connection alive.
- Diversity, Equity & Inclusion (DEI): A steadfast commitment to building a workplace where every identity is celebrated and every voice is heard.
- Well‑being Resources: Comprehensive mental‑health support, wellness programs, and family‑focused initiatives.
- Travel Perks: Exclusive discounts on flights, hotels, cruises, and car rentals—so you can experience the world you help curate for clients.
- Recognition & Rewards: Performance‑based incentives, peer‑to‑peer awards, and a culture of celebrating milestones.
Compensation, Perks & Benefits Overview
We offer a competitive total rewards package designed to attract and retain top talent:
- Base Salary: $45,000 – $83,000 USD annually, calibrated based on experience, expertise, and location.
- Performance‑Based Incentive: Annual bonus tied to individual performance and overall company results.
- Health & Welfare: Comprehensive medical, dental, vision, and prescription coverage from day one.
- Retirement Savings: 401(k) plan with employer matching contributions.
- Paid Time Off & Leave: Generous vacation, sick leave, parental leave, adoption assistance, and flexible holidays.
- Employee Assistance Programs: Confidential counseling, financial planning tools, and legal resources.
- Learning & Development Budget: Dedicated funds for courses, certifications, and conferences.
- Travel Benefits: Weekly curated deals from leading travel providers, plus opportunities for business‑related travel experiences.
Commitment to Equality & Inclusion
Amex GBT is an equal‑opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. We actively support applicants who require accommodations during the recruitment process—please let your recruiter know how we can assist.
How to Apply
If you are passionate about leading a remote team, delivering world‑class travel experiences, and growing your career within a globally recognized brand, we want to hear from you. Even if you don’t meet every single requirement, we encourage you to apply—your unique perspective may be exactly what we need.
Ready to embark on your next adventure? Click the link below to submit your application today.
Apply Now
Join the Journey
At Amex GBT, your work goes beyond reservations and itineraries; it creates moments that matter. Become part of a team that values curiosity, champions innovation, and celebrates success—both for our clients and for you. Take the next step in your professional story and help shape the future of corporate travel.
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