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
• Lead and coach a team of Travel Counselors
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• Provide regular, documented coaching and feedback to team members
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• Investigate service and quality errors and provide helpful feedback
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• Collaborate with HR to determine performance ratings and action plans
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• Facilitate account-specific onboarding and training for new hires
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• Collaborate with fellow team coaches to share information and achievements
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• Listen to calls to validate service levels and compliance standards
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• Be the voice of Traveler Care for new technological implementations
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• Participate in meetings with commercial client management partners
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• Research and resolve client service concerns
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• Analyze, act, and communicate results on CSAT performance
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• Keep the team informed on changes to client travel policies
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• Collaborate with Team Operations to achieve client expectations

Requirements
• Previous leadership experience
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• Excellent listening skills and a curious mentality
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• Customer service oriented
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• Experience with Sabre and/or Apollo preferred
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• Salesforce (case e-mail) experience a plus
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• Collaborative and passionate about building relationships
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• Experience making data-driven decisions and achieving financial and service targets

Nice-to-haves
• Experience with Salesforce
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• Familiarity with data-driven decision making

Benefits
• Health and welfare insurance plans
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• Retirement programs
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• Parental leave
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• Adoption assistance
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• Travel perks from major travel providers
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• Global tuition assistance
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• Access to over 20,000 courses on a learning platform
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• Leadership courses
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• Wellbeing resources for mental and emotional health

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