Service Manager Program Care US & Canada

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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Job Description

American Express Global Business Travel (GBT) equips companies of all sizes with the insights, tools, services and expertise they need to keep their travelers informed, focused and productive while on the road. With approximately 14,000 employees and operations in nearly 140 countries worldwide, American Express GBT empowers customers to take control of their travel programs, optimizing the return on their travel and meetings investments, while, more importantly, providing extraordinary traveler care.

We're moving faster than ever and introducing new products, services, and strategies that will revolutionize the travel industry and bring greater value to our business customers. Our clients' success expands our success, so we put our heart and soul into helping our clients achieve results that exceed all expectations. As the world's largest travel management company, we are continuing to build alliances with key travel leaders and suppliers throughout the world, strengthening our position as a quality provider to companies of all sizes.

We are committed to ensuring that our global workforce experiences a culture of belonging that leverages the diverse backgrounds and unique perspectives of our colleagues, clients, partners and communities, to foster a high performing multicultural and inclusive organization. We believe that a culture where everyone feels engaged, has a voice, and is empowered to achieve their full potential, is core to our purpose and success.

As we look to lead the restart of travel, AMEX GBT are now looking for a dynamic and focused individual to lead our Program Care team in US as Manager Global Program Care with an employee population of over 50+. The role will be based in the US.

Summary : This role has accountability for supporting, developing and enabling team members to be successful in their role and contributing fully to GBT Strategic business priorities in delivering high quality and timely projects for our customers. The Manager Global Program Care will manage a team of resources in based in US and Canada. The candidate will partner with cross functional teams to ensure delivery of high-quality program support within committed timelines by his/her team. Successful candidate should possess strong people management skills, with a extensive understanding of the travel business. With a keen eye on project management skill, the candidate should have strong stakeholder management capability & should be able to build strong relationships across business to drive result for the team & business

Responsibilities:

• Lead the team by delivering the US business objectives and strategic priorities

• Manage and continue to lead our more resilient and diversified business model within the US

• Extensive background in people leadership across global functions, managing employees both virtually and in office environments

• Passionate people leader in order to embed our company values and behaviors, and promote our company culture

• Previous experience working within a fast-paced changing environment across a diverse business model

• Lead / Recruit/ Train a high performing team

• Committed escalation point for all client-based concerns.

• Partnership with client management to align dedicated/designated support resources with client & client manager requirements

• Strong experience and enthusiasm in promoting and improving collaboration across teams

• This role will work with commercial, supplier, product and technology to align objectives and negotiate partnerships to further enhance GBT's value proposition

Skills & Experience:

• Experienced people leader having led high performing teams in the past for a minimum of 7-8 years

• Should possess sound Travel industry knowledge and performed multiple & diverse roles in front, mid & back-office functions.

• Passion for helping teams be successful, self-motivated and result driven individual

• Strong Project Management exposure with minimum experience of 5 years

• Excellent communication & presentation skills across global market audiences

• Strategic orientation, change management and thought leadership

• Excellent relationship management and collaboration skills across various areas of the business

• Analytic skill with strong proficiency in Microsoft Office with key focus on advanced Excel, and PowerPoint required

• High degree of analytical ability and attention to detail

• Process orientation/ interest/experience in process improvement and redesign, solution mindset and action oriented and resiliency skills in the face of change

• Ability to influence, lead and manage internal & external stakeholders at both mid & senior level across multiple lines of business

• Ability to work in a fast-paced matrix environment and ability to manage team and work across geographies by adjusting to the different time zones

• In-depth understanding of Business Travel & its trends across global market

• Excellent communication skills, verbal and written

• Online Booking Tool experience a plus, but not mandatory

Location

United States - Massachusetts - Virtual Location

The US national annual base salary range for this position is from $85,000 to $170,000. 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 our Annual Incentive Award plan, which rewards participants based on company and individual 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 qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers.

We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, 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!

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