Team Leader, Traveler Care, Centralized Services

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.

Provides leadership and coaching to a team of travel counselors supporting multiple centralized processes for the D&G environment.  
 

Main responsibilities

• Supports change initiatives and encourages employee engagement through clear, consistent communication
•  Uses data to monitor team activity, identify trends, and provide constructive performance feedback to enhance customer experience
• Demonstrates emerging business leadership skills and sound judgment
• Assists with scheduling, prioritizing tasks, and ensuring daily processes run smoothly
• Organizes and assigns daily work based on staffing levels and operational needs
• Collaborates effectively with fellow managers and partners with cross‑functional teams
• Works with Defense and Government accounts, requiring the ability to successfully complete an extended government background check
• Produces basic productivity reports and shares insights to support team performance
• Identifies recurring issues and prepares learning notices for partner teams

Qualifications

Experience & education:

• Experience
  • 4+ years working in a customer service environment
  • Contact Center experience preferred
  • Travel industry experience preferred
  • Sabre GDS experience required
  • Experience issuing tickets and working Sabre queues preferred

• Knowledge, skills and abilities (KSAs)
  • Excellent verbal and written communication skills
  • Expert knowledge of customer service satisfaction requirements
  • Strong problem-solving skills

     

Location

United States

     

For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance

This role is for CWT Defense & Government within CWT, a member of the American Express Global Business Travel family of companies.

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!