Team Coach - Ovation
About the position
Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued. 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 What We’re Looking For 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 Location New York, United States The US national base salary range for this position is from $55,300.00 - $102,700.00 The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location. In addition to base salary, the anticipated range of which is posted above, this role is eligible for a discretionary annual bonus which rewards participants based on individual and/or company performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document. Benefits at a glance The #TeamGBT Experience Work and life: Find your happy medium at Amex GBT. Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family. Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals. Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first. We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action. And much more! All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law. Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance. Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement. What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;” please apply anyway. You may be exactly the person we’re looking for! Click Here to Learn More
Responsibilities
• 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
• 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
Requirements
• Previous leadership experience
• Excellent listening skills and curious mentality
• Customer service oriented
• Collaborative and passionate about building relationships
• Experience making data-driven decisions and achieving financial and service targets
Nice-to-haves
• Sabre and/or Apollo experience preferred
• Salesforce (case e-mail) experience a plus
Benefits
• health and welfare insurance plans
• retirement programs
• parental leave
• adoption assistance
• wellbeing resources to support you and your immediate family
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to 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
• global INclusion Groups
Apply tot his job
Apply To this Job
Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued. 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 What We’re Looking For 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 Location New York, United States The US national base salary range for this position is from $55,300.00 - $102,700.00 The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location. In addition to base salary, the anticipated range of which is posted above, this role is eligible for a discretionary annual bonus which rewards participants based on individual and/or company performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document. Benefits at a glance The #TeamGBT Experience Work and life: Find your happy medium at Amex GBT. Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family. Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals. Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first. We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action. And much more! All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law. Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance. Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement. What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;” please apply anyway. You may be exactly the person we’re looking for! Click Here to Learn More
Responsibilities
• 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
• 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
Requirements
• Previous leadership experience
• Excellent listening skills and curious mentality
• Customer service oriented
• Collaborative and passionate about building relationships
• Experience making data-driven decisions and achieving financial and service targets
Nice-to-haves
• Sabre and/or Apollo experience preferred
• Salesforce (case e-mail) experience a plus
Benefits
• health and welfare insurance plans
• retirement programs
• parental leave
• adoption assistance
• wellbeing resources to support you and your immediate family
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to 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
• global INclusion Groups
Apply tot his job
Apply To this Job