Platform Operations Manager, Supply MarketPlace (SMP)

American Express Global Business Travel; London; On-site; GBP 55,000 - 75,000; Full time

Job summary

American Express Global Business Travel is seeking a Platform Operations Manager to lead a global team focused on troubleshooting and operational administration of the SMP configurations engine. This role involves managing a high-performing team, engaging with internal and external partners, and developing expertise in GBT Supply Technology. We're looking for someone with strong communication skills, hands-on experience, and a customer-service mindset to foster a collaborative environment.

Benefits

Flexible benefits including health and retirement

Travel perks with deals on travel services

Opportunities for extensive training

Commitment to inclusion and diversity

Qualifications

• 3+ years in Product Support within the travel industry.
• Experience with GDS and Travel Distribution systems.
• Strong progress monitoring and reporting skills.

Responsibilities

• Oversee daily operations and team functions.
• Support analysts with complex issue resolution.
• Administer supply configurations for optimal content display.

Skills

Analytical Skills

Problem Solving

Effective Communication

Customer Service Mindset

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.

The SMP Platform Operations Manager manages a global Platform Operations team that sits in the heart of AMEX GBT’s supply technology platform. The Manager will drive and mentor a Platform Operations team that leads supply technology troubleshooting, issue management, and operational administration of the SMP configurations engine. The job holder will be part of a cross-company team supporting American Express Global Business Travel (GBT) transactions from all SMP-enabled channels. The Platform Operations Manager will be tasked with building and maintaining the Platform Operations team as a support Centre of Excellence and experts in GBT Supply Technology, while providing management support and guidance to internal customers, engaging with internal & external partners, and providing thought leadership. The Manager must be hands-on, proactive, and possess excellent communication and prioritization skills, capable of technical discussions and simplifying issues for customers.

What You’ll Do on a Typical Day:

Team Management:

• Oversee daily operations and team functions, including planning, coverage, and task management.
• Ensure operational processes are executed correctly and support team members with support & configuration tickets.
• Monitor team performance, report on metrics, and perform coaching and development.
• Manage recruitment, training, and performance reviews for the global team.
• Act as an escalation point for unresolved issues with internal departments.

Supply Technology Troubleshooting & Issue Management:

• Support analysts with complex issues, ensuring resolution and documentation.
• Provide technical support on platform stability and content issues.
• Lead analysis on trending issues and recommend changes or escalate as needed.
• Mentor team members to apply business sense in issue resolution.

Product Configurations:

• Administer supply configurations and rule engine settings for optimal content display.
• Support complex configuration requests and ensure documentation and training.

Supply Technology Subject Matter Expertise:

• Develop the team into subject matter experts with strong product and technical knowledge.

The above description is not exhaustive; duties may vary over time.

What We’re Looking For:

Essential Skills/Experience:

• 3+ years in Product Support within the travel industry, troubleshooting software issues.
• 3+ years knowledge of Travel Distribution systems & processes.
• GDS experience is mandatory.
• Knowledge of Non-GDS APIs is a plus.
• Experience with business travel, travel operations, and e-Commerce is advantageous.
• Strong in progress monitoring, reporting, and travel configuration delivery.

Professional Skills:

• Business acumen with a customer service mindset.
• Effective communication, analytical, and problem-solving skills.
• Ability to interpret data, prioritize tasks, and interact with technical and non-technical users.
• Excellent time management, planning, and organizational skills.

Location: London, United Kingdom

The #TeamGBT Experience:

• Flexible benefits including health, retirement, parental leave, and wellbeing resources.
• Travel perks with deals on flights, hotels, cruises, and car rentals.
• Opportunities for skill development with extensive training resources.
• Commitment to inclusion through global groups and initiatives.

All applicants will receive equal consideration without regard to protected characteristics.

Click Here for Additional Disclosures in accordance with the LA County Fair Chance Ordinance.

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What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a great addition, don’t worry about "checking every box"; apply anyway. You might be exactly who we’re looking for!