Customer Onboarding Manager

American Express Global Business Travel; Ontario; On-site; CAD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company where travel is a force for good! This role focuses on leading customer onboarding and project management in the dynamic world of corporate travel. You will collaborate with diverse teams, ensuring successful project execution and fostering strong customer relationships. With a commitment to inclusivity and personal growth, this innovative firm offers flexible benefits and opportunities for skills development. If you're passionate about making an impact and thrive in a fast-paced environment, this is the perfect opportunity for you.

Benefits

Health Insurance

Retirement Benefits

Parental Leave

Travel Perks

Skills Development Programs

Diversity and Inclusion Initiatives

Mental Health Resources

Qualifications

• Experience in customer onboarding and migration processes.
• Strong understanding of corporate travel and project management.

Responsibilities

• Lead customer onboarding and migration experiences.
• Develop and manage detailed project plans.
• Ensure project performance and communicate status.

Skills

Customer Relationship Management

Project Management

Communication Skills

Problem-Solving

Multitasking

Negotiation Skills

Time Management

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.

Ready to explore a career path? Start your journey.

Main Purpose :

• Travel Experience is a MUST
• Lead the customer onboarding / migration experience with the customer, internal partners, team, and third parties, including other projects as needed
• Focus on the customer and the implementation of regional / global projects, following GBT project documents and SID process
• Ensure project handover and readiness assessments with Solutions Design teams are completed, documenting risks, actions, and follow-ups
• Design work breakdown structures and allocate resources, defining roles and responsibilities
• Understand and document all client requirements for action by relevant teams
• Develop and manage detailed project plans, ensuring stakeholder alignment and sign-off
• Create a positive environment to drive partnership and project success
• Manage project performance and communicate status, milestones, risks, issues, and dependencies
• Ensure E2E testing is completed, documented, and successful
• Lead project calls and resolve call structure issues with partners
• Participate in team calls, sharing ideas and supporting colleagues

Personal Attributes

• A passion for working directly with customers and building relationships
• Understanding of GBT and corporate travel
• Ability to work in a fast-paced, multi-geography environment
• Positive, proactive attitude
• Ability to motivate teams and manage pressure
• Business English mandatory; multilingual skills advantageous
• Strong relationship, negotiation, communication, and presentation skills
• Clear accountability articulation and enforcement
• Commercial awareness and organizational skills
• Motivated to drive change and adapt to new challenges
• Excellent time management and multitasking abilities
• Active listening and facilitation skills
• Problem-solving and decision-making capabilities
• Flexible and adaptable to change
• Experience in cross-functional collaboration

Activities

Key tasks include:

• Readiness assessments and documentation
• Data gathering and project site management
• Global setup requests (telephony, email, tools)
• Defining roles and responsibilities
• Status and launch reporting
• Project closure and lessons learned documentation

Location

The #TeamGBT Experience

Work and Life Balance

Flexible benefits tailored to each country, including health insurance, retirement, parental leave, and more.

Travel perks with weekly deals from major providers.

Skills development through global courses, leadership programs, and internal job opportunities.

Our commitment to Diversity, Equity, and Inclusion is integral, with active employee groups and initiatives.

Resources for mental and emotional wellbeing are available for you and your family.

And much more!

We ensure equal employment opportunities regardless of age, gender identity, sexual orientation, race, religion, disability, veteran status, citizenship, or marital status. We also provide reasonable accommodations for individuals with disabilities. Please inform your recruiter if needed.

If you’re passionate about our mission but don’t meet every requirement, please apply anyway. You might be the perfect fit!

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