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.

 

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The Operations Supervisor acts as the people leader for all travel counselors in their portfolio for Amex GBT Ovation, providing regular, documented coaching and feedback to ensure all are meeting or exceeding performance targets.

The selected candidate for this role will work remotely (US or Canada) Monday to Friday and should be flexible to work from 12 PM eastern time to 9 PM eastern time.

Key accountabilities:

People

Monitor (calls, e-mails, chats etc.), review and coach on KPI metrics at the individual and team levelInvestigate service and quality errors, provide coaching and feedbackMake decisions on performance ratings and compensation that are aligned with Amex GBT standardsManage underperformance on a timely basis, engaging the employee when developing Performance Improvement Plans, warnings, formal counseling, and working in partnership with HR as applicableFacilitate ongoing account specific onboarding/training for new team hires after the initial centralized Amex GBT Ovation training program is complete

Customer

Participate in meetings with CSG client management partners when required. Partner with Manager/Director to determine when attendance is necessary to ensure your time is spent coaching and leading the team. Provide CSG partners with operational information that they may need for their customer facing conversations.Research and resolve with CSG partners on client service escalations, assist with strategy, messaging to the team and CSG peers as necessary.Analyze and act on CSAT performance, identify actions and communicate resultsDocument and update the TC desktop systems and tools with client policy changesKeep team informed on changes to client travel policies

Quality/Financial

Ensure client performance goals are achieved and manage and deliver strong traveler and arranger experience.Work with leadership to ensure client program is delivering high quality, efficient and effective servicing results, including:Monitor errors (CSI/Debit Memos) in internal systems such as ‘Salesforce for CSIs’ to confirm closure and return to service level expectationsWork in collaboration with Workforce Management (WFM) to achieve client service level consistency per the contract and ensure client expectations are met or exceededCall listening as required, to ensure employees are adhering to minimum service and compliance standards and to validate any disputes or service issues

Skills and experience

Min 3 years’ experience People LeadershipCorporate Travel Management Company experience including native Sabre GDS experience (Salesforce experience a plus)Passion for coaching with excellent questioning and listening skillsSolution oriented, coaching employees to find their own solutions and providing white glove service to all internal and external partnersFlexible and adaptable with schedule to meet the needs of direct reports; clients and travelers

     

Location

New York, United States

     

     

The US national annual base salary range for this position is from $45,000 to $83,000.  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 an annual Performance Based Incentive, which rewards participants based on company performance.  For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance

     

     

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 more.

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 global tuition assistance, 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 Diversity, Equity, and Inclusion in every aspect of our business at 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.

Wellbeing resources to support mental and emotional health for you and your immediate family.

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 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 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!