Service Manager

American Express Global Business Travel; United Kingdom; On-site; GBP 40,000 - 65,000; Full time

Job summary

Amex GBT is seeking a dedicated second-line support specialist for its OBT platform in the United Kingdom. You will handle client requests related to configuration, functionality, and complex issues, diagnosing with customers to ensure timely resolution.

Patience, proactive communication, and strong collaboration with product and internal tech teams are essential. Knowledge of OBT tools like Neo and Concur will be highly valued in this role.

Qualifications

• Experience with OBT tools (Neo and Concur) is mandatory.
• Experience managing client portfolio and documentation.
• Proactive, organized, and good communication skills.
• Travel products knowledge and stakeholder management.
• Ability to coordinate with internal tech teams for bugs.

Responsibilities

• Provide second-line technical customer service for OBT users and partners.
• Receive and diagnose client requests via support portal within SLA timelines.
• Offer consultative guidance to drive issue resolution and product enhancements.
• Escalate unresolved issues to appropriate departments for timely resolution.
• Document bugs and communicate status updates to customers.
• Maintain knowledge of all OBT products and new releases.

Skills

OBT tools

Client portfolio management

Documentation management

Communication skills

Travel product knowledge

Stakeholder coordination

Tools

Neo

Concur

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.

Job Description

The OBT is an online booking tool and expense tool for business travel through a SaaS deployment. The OBT allows users to search and book business trips in a user friendly and performent web application. Some of OBT provide users with the opportunity to claim additional expenses for reimbursement. The service allows to capture VAT, compute policies and reimbursement rules, and much more. The majority of data collected for expense is considered personal or sensitive, which means a strong commitment to secure principles and compliance to certifications such as PCI-DSS.

What You’ll Do:

As second-line support, you are primarily and wholly responsible for providing outstanding technical customer service and being constantly approachable to both our customers and business partners. Receive client service requests via a support portal regarding product configuration, functionality or complex issues, research with the client/partner to fully diagnose the issues and respond within the established SLA's. When appropriate provide consultative guidance to customers towards the resolution of their service requests. Manage customer requirements for enhancements with Product management. Build and maintain excellent client relationships on an operational level. Be the point of escalation for unresolved client’s issues and escalat e to other departments as necessary to ensure timely resolution. Communicate all bugs to our qualified teams with current processes. Routinely update the customer in line with SLA guidelines, on active issues to gain additional information or to advise the customer of status. Carry out regular client reviews to ensure optimal usage of the solution. Maintain extensive working knowledge of all online products including new releases.

What We’re Looking For:

Experience with OBT tools is mandatory: Neo and/Concur appreciated. Experience in managing client portfolio. Experience in managing client documentation. Proactive, Organized in day-to-day task and good communication skills. Travel products and industry knowledge. Management client technical request. Management relationship with client/stakeholder. Coordination with internal technical team for bugs. Act as a voice of client. Organization in day-to-day task. Managing the Administration panel for the OBT

Location United Kingdom

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 stride to champion Inclusion in every aspect of we 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.

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.