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
,
? Provide regular, documented coaching and feedback to team members
,
? Investigate service and quality errors and provide helpful feedback
,
? Collaborate with HR to determine performance ratings and action plans
,
? Facilitate account-specific onboarding and training for new hires
,
? Collaborate with fellow team coaches to share information and achievements
,
? Listen to calls to validate service levels and compliance standards
,
? Be the voice of Traveler Care for new technological implementations
,
? Participate in meetings with commercial client management partners
,
? Research and resolve client service concerns
,
? Analyze, act, and communicate results on CSAT performance
,
? Keep the team informed on changes to client travel policies
,
? Collaborate with Team Operations to achieve client expectations
Requirements
? Previous leadership experience
,
? Excellent listening skills and a curious mentality
,
? Customer service oriented
,
? Experience with Sabre and/or Apollo preferred
,
? Salesforce (case e-mail) experience a plus
,
? Collaborative and passionate about building relationships
,
? Experience making data-driven decisions and achieving financial and service targets
Nice-to-haves
? Experience with Salesforce
,
? Familiarity with data-driven decision making
Benefits
? Health and welfare insurance plans
,
? Retirement programs
,
? Parental leave
,
? Adoption assistance
,
? Travel perks from major travel providers
,
? Global tuition assistance
,
? Access to over 20,000 courses on a learning platform
,
? Leadership courses
,
? Wellbeing resources for mental and emotional health
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