Operations Manager

American Express Global Business Travel

4d•$81,900 - $152,100•Onsite

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 leads and develops a team delivering end-to-end sourcing and planning for pharma meetings, ensuring client service, operational, and financial goals are achieved. It oversees team leaders and their teams across sourcing, contracting, planning, onsite execution, and budget management for one or multiple accounts. Managing approximately 5–35 direct and indirect reports, the role focuses on coaching, performance, and capability building while also supporting client needs, driving training initiatives, and leading special projects to enhance program results and efficiency.

Requirements

5+ years of leadership experience managing pharma meetings teams, with a track record of building high-performing organizations
Proven people leadership, including coaching, development, and driving team performance
Deep expertise in pharma meetings sourcing, planning, and supporting technologies (e.g., Cvent, program management systems)
Strong knowledge of healthcare compliance requirements, including Open Payments (Sunshine Act) and transfer of value regulations
Demonstrated ability to drive organizational change, process improvements, and operational efficiencies
Strong client-facing skills with the ability to build relationships at both meeting and executive levels
Excellent communication and presentation skills (written and verbal)
Ability to manage multiple priorities and deliver results in a fast-paced, client-driven environment
Solid business insight, including financials, contracts, service level agreements, and analytical problem-solving skills
Bachelor’s degree required
Ability to travel up to 25%

Nice To Haves

MBA preferred
certifications (e.g., CMP) a plus

Responsibilities

Drive account financial performance by reviewing forecasts, validating costs, and approving monthly settlements
Ensure accurate, timely invoicing, reporting, and tracking of event-level financial data
Monitor profitability by analyzing key metrics (labor, commissions, margins) and aligning operations to targets
Support business growth through cost validation, proposal development, and identification of profit drivers and expansion opportunities
Analyze trends and performance data to forecast results, improve planning, and optimize program outcomes
Serve as a trusted advisor across the client lifecycle, delivering program expertise from onboarding through execution and review
Build and maintain strong client and supplier relationships; lead meetings, presentations, and business reviews to align on expectations
Lead issue resolution for customer concerns, mitigate risks, and implement service recovery and continuous improvement plans
Oversee team leadership and operations, including coaching, performance management, hiring, onboarding, training, and fostering an inclusive culture
Ensure operational excellence by standardizing processes, managing resources, maintaining compliance, and supporting administrative and critical initiatives