[Hiring] Team Coach @American Express Global Business Travel

Role Description

As a Team Coach, you’ll lead a highly skilled remote team of approximately 25-35 Travel Counselors. If you thrive on variety in work, building relationships with clients and colleagues, and empowering teammates to achieve their goals, we hope you apply.

What You’ll Do

• People (75%)
  • Lead and coach a team of Travel Counselors
  • Provide regular, documented coaching and feedback to team members
  • Investigate service and quality errors with a curious mentality, and provide helpful feedback
  • Collaborate with HR to determine performance ratings and action plans in alignment with Amex GBT standards
  • Facilitate account-specific onboarding and training for new hires after the initial centralized Traveler Care training program is complete
  • Collaborate with fellow team coaches - share information, achievements, and issues
  • Listen to calls as required to validate service levels and compliance standards
• Customer (25%)
  • Be the voice of Traveler Care for new technological implementations
  • Participate in meetings with commercial client management partners when necessary, providing operational information needed for customer-facing conversations
  • Research and resolve client service concerns; develop strategy and craft messaging for the Traveler Care team and commercial peers
  • Analyze, act, and communicate results on CSAT performance
  • Keep the team informed on changes to client travel policies
  • Collaborate with Team Operations to achieve and exceed client expectations based on contractual service level requirements

Qualifications

• Previous leadership experience
• Excellent listening skills and curious mentality
• Customer service oriented
• Sabre and/or Apollo experience 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

Benefits

• Flexible benefits tailored to each country starting the day you do, including health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources
• Travel perks with a choice of deals each week from major travel providers on flights, hotels, cruises, and car rentals
• Access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first
• Commitment to champion Inclusion through global INclusion Groups