Global Program Operations & Implementation Lead

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. This role will partner closely with the Global Operations Manager, Global Account Management Team, local operational team, and internal travel teams to ensure standardized delivery, smooth country implementations, and timely resolution of servicing of travel-related issues. This position is ideal for a candidate who thrives in complex, matrixed environments, is highly organized, and can confidently manage both operational difficulty and customer communication.

Requirements

• Bachelor's degree or equivalent professional experience.
• Experience supporting global meetings, events, travel.
• Strong project management skills, with the ability to manage multiple workstreams and priorities simultaneously.
• Demonstrated ability to work cross-functionally with operations, account management, travel and technology teams.
• Solid understanding of travel platforms and GDS systems.
• Experience using Cvent.
• Strong communication skills, with the ability to engage confidently with internal customers and client contacts.
• Highly organized, detailed, and comfortable operating in fast-paced evolving environments.

Responsibilities

• Partner with the Global Operations Manager to support consistent execution of global processes, templates, and standards across regional and local operations teams.
• Monitor operational adherence to agreed workflows and see opportunities for efficiency, simplification, and continuous improvement.
• Support documentation, refinement, and rollout of updated operational tools, templates, and processes as the program evolves.
• Act as an operational liaison between global and local teams to reinforce alignment and best practices.
• Serve as the implementation lead for new countries and program expansions as the client's global footprint grows.
• Partner with local operations teams, global operations leadership, and global account management to stand up meetings and event services in newly onboarded markets.
• Develop, manage, and maintain detailed implementation project plans, including milestones, dependencies, risks, and stakeholder responsibilities.
• Coordinate onboarding activities such as process alignment, tool access, reporting readiness, and servicing model setup.
• Remain actively engaged through launch and stabilization, then formally transition ownership to steady-state operations once implementation is complete.
• Act as the primary point of contact for travel for meetings support on the account, partnering closely with internal travel teams.
• Demonstrate solid understanding of global travel tools and GDS platforms to support issue triage and customer concern.
• Use internal reporting tools to track, call out, and resolve travel-related servicing issues.
• Serve as a calm, solutions-oriented critical issue point for client-raised travel or servicing concerns, ensuring timely follow-up and resolution.
• Identify trends in travel or servicing and proactively recommend corrective actions or process improvements.

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: Mid Level