Job Description

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 10-15 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, A Leader Who:

Trains new team members joining the team

Takes care of access to shared mailboxes, Amadeus and Zoom

Works on shift plans to fulfill the client requirements, especially rebooking late night and on weekends

Manages time off, illness, PTO, etc.

Be the point of contact for the team for questions, problems, support, etc.

Checks in with the client on progress, issues, challenges, feedback

Makes sure that invoicing and reconciliation per project is in place

Performs regular reviews with the team and the client

Be the first escalation point of contact team and client

Manages Internal and external reporting

Takes part in regular client calls

Sets up and managing Team Calls

Has previous leadership experience

Exhibits excellent listening skills and curious mentality

Will be 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 Wiesbaden, Germany



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!



A ll 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!