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