Team Leader, Traveler Care, Centralized Services

American Express Global Business Travel

4d • $60,200 - $111,800

About The Position

The Team Leader joins the U.S. Military and Government team, which provides travel management services to federal clients. This role provides leadership and coaching to travel consultants, supports employee engagement and change through communication, and uses performance data to help deliver an excellent customer experience. The position coordinates day-to-day scheduling, prioritization, and process execution, organizes daily work according to available staffing, and works as part of a leadership team.

Because the position directly serves a United States Federal Government client, the successful candidate must be a U.S. citizen. The candidate will also undergo company and government background investigations, including reviews of criminal history and credit records. The national base salary range is $60,200–$111,800; actual pay depends on factors including role scope and complexity, relevant experience, skills, knowledge, and work location.

Requirements

• At least 8 years of experience as a travel consultant.
• At least 4 years working in a customer service environment.
• Sabre GDS experience.
• Excellent verbal and written communication skills.
• Expert knowledge of customer service satisfaction requirements.
• Strong problem-solving skills.
• Must be a U.S. citizen because the position directly serves a United States Federal Government client; authorization to work in the U.S. is not sufficient.
• Subject to company and government background investigations, including criminal history and credit record reviews.

Nice To Haves

• Experience issuing tickets and working Sabre queues is preferred.
• Military experience or certifications may substitute for some requirements.

Responsibilities

• Provide leadership and coaching to a team of travel consultants.
• Drive change and employee engagement through effective communication.
• Use data to monitor counselors’ activity and trends and provide ongoing performance feedback to support excellent customer experience.
• Lead the team and business.
• Coordinate and facilitate basic management approaches for work scheduling, prioritizing, and day-to-day process execution.
• Organize and execute daily work based on available staff.
• Work as part of a leadership team.

Benefits

• Health and welfare insurance plans.
• Retirement programs.
• Parental leave.
• Adoption assistance.
• Wellbeing resources for the employee and immediate family.
• Weekly travel deals from major providers for flights, hotels, cruises, and car rentals.
• Access to over 20,000 courses on the learning platform and leadership courses.
• Internal job openings available to internal candidates first.
• Colleague connection through global Inclusion Groups.

What This Job Offers

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