About the position
As an Executive Team Leader at American Express Global Business Travel, you will lead a remote team of 10-15 Travel Counselors, focusing on coaching, performance management, and client relationship building. This role emphasizes both people management and customer service, requiring a balance of leadership skills and operational insight to enhance team performance and client satisfaction.
Responsibilities
Lead and coach a team of Travel Counselors
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Provide regular, documented coaching and feedback to team members
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Investigate service and quality errors and provide helpful feedback
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Collaborate with HR to determine performance ratings and action plans
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Facilitate account-specific onboarding and training for new hires
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Collaborate with fellow team coaches to share information and achievements
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Listen to calls to validate service levels and compliance standards
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Be the voice of Traveler Care for new technological implementations
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Participate in meetings with commercial client management partners
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Research and resolve client service concerns
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Analyze, act, and communicate results on CSAT performance
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Keep the team informed on changes to client travel policies
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Collaborate with Team Operations to achieve client expectations
Requirements
Previous leadership experience
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Excellent listening skills and a curious mentality
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Customer service oriented
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Experience with Sabre and/or Apollo preferred
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Salesforce (case e-mail) experience a plus
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Collaborative and passionate about building relationships
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Experience making data-driven decisions and achieving financial and service targets
Nice-to-haves
Experience with Salesforce
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Familiarity with data-driven decision making
Benefits
Health and welfare insurance plans
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Retirement programs
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Parental leave
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Adoption assistance
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Travel perks from major travel providers
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Global tuition assistance
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Access to over 20,000 courses on a learning platform
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Leadership courses
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Wellbeing resources for mental and emotional health
