Global Operations Excellence Manager

American Express Global Business Travel

1d

About The Position

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. We are seeking a strategic and innovative leader to drive operational excellence and enhance service delivery across an Amex GBT key customer. This role combines service optimization, communication leadership, and technology management to deliver exceptional experiences. You will leverage AI-driven analytics, foster organizational alignment, and champion continuous improvement initiatives across global operations.

Requirements

• Proven experience in operations management or service delivery leadership within a complex, multi-stakeholder environment
• Strong knowledge of AI and data analytics applications in business operations with demonstrated ability to translate insights into action
• Excellent communication and stakeholder management skills with ability to influence across organizational levels
• Hands-on experience with portal and technology platform management, including system optimization and user experience enhancement
• Demonstrated project management expertise with proven ability to manage multiple initiatives simultaneously and deliver results
• Strategic thinking mindset with a focus on continuous improvement, innovation, and operational excellence
• 3-5 years of experience in the travel industry or related service delivery sectors
• Familiarity with global operations and demonstrated success leading cross-functional teams across regions and business units
• Background in change management and organizational development with ability to drive adoption and cultural alignment
• Strong analytical capabilities with proficiency in reviewing data, creating actionable insights, and developing comprehensive project plans across multiple technology platforms

Responsibilities

• Lead the Service Experience Initiative by establishing a new paradigm to jointly evaluate service performance and quality using AI and advanced analytics
• Develop and implement comprehensive frameworks through which customer service insights and optimization priorities are strategically delivered
• Leverage advanced AI-driven operational data analytics to drive critical thinking and deliver program optimization strategies
• Lead the development and implementation of comprehensive communication frameworks that ensure global operational consistency
• Execute strategic communication plans to align stakeholders with organizational objectives across all business units and regions
• Develop and execute employee engagement initiatives that foster a positive workplace culture and enhance traveler satisfaction
• Design and implement traveler education programs for both new and existing personnel to support adoption and success
• Maintain and optimize Travel Portal infrastructure to ensure reliability, performance, and continuous user experience enhancement
• Provide comprehensive end-to-end program management support through proactive user engagement and strategic delivery aligned with MOUs
• Monitor program performance metrics, analyze operational data, and adjust strategies to drive cost efficiency and service excellence

Benefits

• 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 wellbeing resources to support you and your immediate family.
• 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 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 Inclusion in every aspect of our business at Amex 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed