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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