Operations Manager

Chesapeake, VA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Type:

Salary

Rate:

Range $66,500.00 - $123,500.00

Work Schedule

Standard Hours

Flexible

Benefits

Health Insurance

Welfare insurance

retirement programs

Parental leave

Adoption assistance

Wellbeing resources

Travel perks

Job Description

Amex GBT is a global leader in business travel management, known for inspiring colleagues to view travel as a force for good. The company fosters an inclusive and collaborative culture where every employee's voice is valued, enabling them to make a meaningful impact within the travel industry. With a commitment to excellence and innovation, Amex GBT supports its workforce through opportunities for development and a range of benefits designed to promote work-life balance and well-being. This dynamic organization carries a legacy of delivering superior service and driving transformation in the business travel sector. Working at Amex GBT means engaging with... Show More

Job Requirements

Minimum of 5 years leadership experience
Broad knowledge of complex Traveler Care operations and processes
Proven track record improving KPI performance
Strong interpersonal and communication skills
Ability to multitask and meet deadlines
Proven influencing skills with stakeholders
Inclusive leadership style focused on results and engagement
Experience in project management
Knowledge of Sabre GDS
Located in or willing to work in New York, United States

Job Qualifications

Broad and deep knowledge of complex Traveler Care operations and processes
Proven track record in driving significant and sustained improvement in KPI performance
Excellent interpersonal skills including written and oral communication
Strong analytical skills
Ability to multitask in high-pressure environments and meet deadlines
Proven ability to influence at all levels with internal and external stakeholders
A campaigning and inclusive style of leadership with a strong focus on results and employee engagement
Experience creating, presenting, and executing action plans that drive results
Previous project management experience
Sabre GDS knowledge
Minimum of 5 years leadership experience

Job Duties

Partner with Commercial colleagues to add value on all elements of service program design, delivery and 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 and leverage relationships with key business partners in Sales, Commercial, Global Supplier Relations and Technology to ensure high levels of customer satisfaction and retention
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 and Recruiting
Articulate and champion the Traveler Care strategy in the wider organization
Own the delivery of financial value set for the 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 cost of servicing while maintaining or increasing customer satisfaction
Apply technology and self-service adoption options to drive efficiency and savings while improving customer experience
Identify opportunities, design, deliver and lead business process improvement solutions
Maintain focus on maximizing productivity and efficiency of teams and operations
Maintain awareness and understanding of working practices, industry trends, and relevant management topics
Share knowledge with reports and wider teams

Job Qualifications

Experience

Expert Level (7+ years)

Job Location

We didn't receive the exact location for this job posting,

please contact the employer.

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