Service Delivery Manager-First Travel Service
Company Name:
American Express
Positioned at the intersection of commerce and travel, American Express Global Business Travel offers its customers a comprehensive network, service dependability, and deep insight to help move people and businesses forward. American Express Global Business Travel provides leading travel solutions, integrated consulting services, proprietary research, and end-to-end meetings and events capabilities. These innovative offerings enable customers to optimize the return on their travel and meetings investments. Learn more at .
American Express Global Business Travel is part of one of the world's largest travel agency networks with locations in 139 countries worldwide.
This is an exciting leadership position in American Express Global Business Travel (GBT) will be a key service leadership role to deliver exceptional traveler care for our Premium Business travelers under the newly launched First Travel service, a 24/7 operation. First is a best in class, industry leading Business Travel service that integrates smart workflows, sophisticated technology with the world class human touch. The service is leading the industry and driving best in class innovation within American Express GBT.
This Manager of Service Delivery will be responsible for driving a Premium customer experience across multiple markets globally. This individual will own customer service for the platform across 7-10 countries. This position will also work closely with Technology, Product Development, Marketing, Client Management and Sales to fully deploy the platform across markets and deliver the point of arrival customer experience. The successful candidate will design service improvement strategies, develop new solutions to improve customer experience, partner with internal and external partners to deliver special services to business travelers. Additionally this leader will partner with Client Management to address customer questions and issues to position the product favorably with clients. This position will eventually be responsible for growing the platform and drive high end customer satisfaction and premium revenues. The Manager will lead and drive a Premium service culture across the team through, coaching and development, and create an environment of employee engagement and personal accountability.
Additional responsibilities include, but are not limited to performance management, employee satisfaction and retention, operational performance management of product etc.
o Primary responsibility is to lead and develop a virtual home based team (Team Leaders and First Travel Counselors) to deliver best in class Traveler care that meets the First performance standards, including extremely high standards for customer experience management.
o Manage day to day operations and service requirements independently.
o Develop, document & deploy processes and practices to consistently deliver the servicing differentiators for the platform.
o Partner with global colleagues, HR, Product development, Client Management, Technology, Sales etc to deliver outcomes.
o Exceed the performance metrics for the First program.
o Support sales efforts by articulating the value of the program from a Service Delivery point of view.
o Track performance against plans and establish systems and processes to drive predictable outcomes in a consistent manner.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
The successful candidate will be able to demonstrate high proficiency across the American Express leadership competencies. This candidate will have a history of delivering balanced results among the employee, customer, and shareholder constituencies. Demonstrating accountability and ownership for these results is also required.
o Outstanding Communication Skills: excels in effective and positive communications; ability to inspire, motivate, and engage employees; demonstrated ability to diffuse difficult situations; ability to convey compelling information both in the written and verbal form as necessary to a variety of different audiences; listens and responds appropriately to others.
o Superior Relationship Acumen: ability to collaborate effectively, influence with and without authority, establish and maintain boundaries related to the service we provide clients, proactively anticipate and address the needs of internal and external business partners.
o Ability to Develop Exceptional Talent: demonstrated ability to be a leader of leaders providing ongoing coaching and feedback; ability to review work and evaluate the performance of others, and to develop employees along the way.
o Analytical Approach: ability to analyze complex information and identify the most relevant details; structured, organized, and strategic method for problem solving; assesses information from many angles to drive culture of continuous improvement.
o Background in service industry will be critical and knowledge of Business Travel industry will be a strong plus - Background in Operational leadership and Product Development will be beneficial.
o Formal leadership experience is required.
o Global support and client servicing are assets.
Axcess@Home Requirements:
Dedicated work space must be within own residence and that follows the ergonomic and safety guidelines for performing travel counselor duties
Axcess@Home Agent is responsible for supplying their own furniture; desk with lockable drawer or separate lockable file cabinet, chair, document shredder, smoke detector in proximity of work area, and fire extinguisher
Axcess@Home Agent must complete Flexible Work Arrangement Application and Agreement
Axcess@Home Agent must complete and meet the requirements of the Work Environment and Safety Assessment
High speed internet capability with at least 10 Mbps download and 1 Mbps upload speeds: DSL or Cable (no wireless or satellite ISP's are permitted)
/American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, protected veteran status, disability status, or any other status protected by law./
Click here to view the EEO is the Law poster. If the link does not work, please copy and paste the following URL in a new browser window: .
Job Travel
Title: Service Delivery Manager-First Travel Service
Location: AL-Montgomery
Requisition ID: 14015112 Estimated Salary: $20 to $28 per hour based on qualifications.
American Express
Positioned at the intersection of commerce and travel, American Express Global Business Travel offers its customers a comprehensive network, service dependability, and deep insight to help move people and businesses forward. American Express Global Business Travel provides leading travel solutions, integrated consulting services, proprietary research, and end-to-end meetings and events capabilities. These innovative offerings enable customers to optimize the return on their travel and meetings investments. Learn more at .
American Express Global Business Travel is part of one of the world's largest travel agency networks with locations in 139 countries worldwide.
This is an exciting leadership position in American Express Global Business Travel (GBT) will be a key service leadership role to deliver exceptional traveler care for our Premium Business travelers under the newly launched First Travel service, a 24/7 operation. First is a best in class, industry leading Business Travel service that integrates smart workflows, sophisticated technology with the world class human touch. The service is leading the industry and driving best in class innovation within American Express GBT.
This Manager of Service Delivery will be responsible for driving a Premium customer experience across multiple markets globally. This individual will own customer service for the platform across 7-10 countries. This position will also work closely with Technology, Product Development, Marketing, Client Management and Sales to fully deploy the platform across markets and deliver the point of arrival customer experience. The successful candidate will design service improvement strategies, develop new solutions to improve customer experience, partner with internal and external partners to deliver special services to business travelers. Additionally this leader will partner with Client Management to address customer questions and issues to position the product favorably with clients. This position will eventually be responsible for growing the platform and drive high end customer satisfaction and premium revenues. The Manager will lead and drive a Premium service culture across the team through, coaching and development, and create an environment of employee engagement and personal accountability.
Additional responsibilities include, but are not limited to performance management, employee satisfaction and retention, operational performance management of product etc.
o Primary responsibility is to lead and develop a virtual home based team (Team Leaders and First Travel Counselors) to deliver best in class Traveler care that meets the First performance standards, including extremely high standards for customer experience management.
o Manage day to day operations and service requirements independently.
o Develop, document & deploy processes and practices to consistently deliver the servicing differentiators for the platform.
o Partner with global colleagues, HR, Product development, Client Management, Technology, Sales etc to deliver outcomes.
o Exceed the performance metrics for the First program.
o Support sales efforts by articulating the value of the program from a Service Delivery point of view.
o Track performance against plans and establish systems and processes to drive predictable outcomes in a consistent manner.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
The successful candidate will be able to demonstrate high proficiency across the American Express leadership competencies. This candidate will have a history of delivering balanced results among the employee, customer, and shareholder constituencies. Demonstrating accountability and ownership for these results is also required.
o Outstanding Communication Skills: excels in effective and positive communications; ability to inspire, motivate, and engage employees; demonstrated ability to diffuse difficult situations; ability to convey compelling information both in the written and verbal form as necessary to a variety of different audiences; listens and responds appropriately to others.
o Superior Relationship Acumen: ability to collaborate effectively, influence with and without authority, establish and maintain boundaries related to the service we provide clients, proactively anticipate and address the needs of internal and external business partners.
o Ability to Develop Exceptional Talent: demonstrated ability to be a leader of leaders providing ongoing coaching and feedback; ability to review work and evaluate the performance of others, and to develop employees along the way.
o Analytical Approach: ability to analyze complex information and identify the most relevant details; structured, organized, and strategic method for problem solving; assesses information from many angles to drive culture of continuous improvement.
o Background in service industry will be critical and knowledge of Business Travel industry will be a strong plus - Background in Operational leadership and Product Development will be beneficial.
o Formal leadership experience is required.
o Global support and client servicing are assets.
Axcess@Home Requirements:
Dedicated work space must be within own residence and that follows the ergonomic and safety guidelines for performing travel counselor duties
Axcess@Home Agent is responsible for supplying their own furniture; desk with lockable drawer or separate lockable file cabinet, chair, document shredder, smoke detector in proximity of work area, and fire extinguisher
Axcess@Home Agent must complete Flexible Work Arrangement Application and Agreement
Axcess@Home Agent must complete and meet the requirements of the Work Environment and Safety Assessment
High speed internet capability with at least 10 Mbps download and 1 Mbps upload speeds: DSL or Cable (no wireless or satellite ISP's are permitted)
/American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, protected veteran status, disability status, or any other status protected by law./
Click here to view the EEO is the Law poster. If the link does not work, please copy and paste the following URL in a new browser window: .
Job Travel
Title: Service Delivery Manager-First Travel Service
Location: AL-Montgomery
Requisition ID: 14015112 Estimated Salary: $20 to $28 per hour based on qualifications.
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