Service Delivery Leader – Data Quality

Global Business Travel Group; Gurugram District; Vor Ort; INR 1.800.000 - 3.000.000; Vollzeit

Zusammenfassung

American Express Global Business Travel (Amex GBT) is seeking a Level 2 Data Quality Enablement Operations leader in Gurgaon, India. You will own case intake, triage, and resolution for data quality issues while coordinating complex escalations with Level 3 teams and external partners.

You’ll set standards, manage workload, mentor the L2 team, and drive root cause analysis to shape proactive data quality initiatives and governance reporting.

Qualifikationen

• Experience in data quality, data operations, or case management with direct people leadership.
• Strong analytical and investigative skills to pinpoint data quality issues from transactional data.
• Excellent stakeholder management across technical, operational, and business teams, including partners.

Aufgaben

• Lead and manage the Level 2 Data Quality Enablement Operations team, owning case intake, triage, and resolution for issues escalated from Program Care and submitted directly by Customer Analytics.
• Coordinate escalations of complex cases to Level 3 teams or external partners, including upstream product and data teams and Travel Partner Network.
• Set and manage day-to-day case-handling standards, workload, and coverage, ensuring consistent quality and turnaround across the team.
• Build and manage relationships with Level 3 teams and external partners, ensuring timely, quality resolution.
• Own case volume, resolution time, and recurrence reporting, using data to manage team performance.
• Mentor and develop the L2 team, building capability in travel transaction data investigation and case management.
• Drive root cause analysis on significant cases and inform proactive data quality priorities.
• Translate operational issue trends into recommendations shaping the wider team’s data quality roadmap.

Kenntnisse

Data quality

Data operations

Case management

People leadership

Analytical skills

Stakeholder management

Root cause analysis

Cross-functional collaboration

Operational reporting

Tools

Ataccama

Jobbeschreibung

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.

What You’ll Do

• Lead and manage the Level 2 Data Quality Enablement Operations team, owning case intake, triage, and resolution for issues escalated from Program Care and submitted directly by Customer Analytics
• Coordinate and escalation complex cases to the appropriate Level 3 teams or external partners, including upstream product and data teams, mid/back office platforms, and the Travel Partner Network
• Set and manage day-to-day case-handling standards, workload, and coverage, ensuring consistent quality and turnaround across the team
• Build and manage relationships with Level 3 teams and external partners, holding them accountable for timely, quality resolution
• Own case volume, resolution time, and recurrence reporting, using this data to manage team performance
• Mentor and develop the L2 team, building capability in travel transaction data investigation and case management
• Drive root cause analysis on significant and recurring cases, and use those findings to inform Data Quality Enablement's proactive prevention and monitoring priorities
• Translate operational issue trends into recommendations that shape the wider team’s data quality roadmap, not just case-level fixes
• Partner with data producers and upstream teams to push ownership of quality closer to the source, reinforcing the broader Data Governance, Contribute case insights and evidence to the team's data quality scorecards, governance reporting, and audit readiness activities

What We’re Looking For

• Demonstrate ability in data quality, data operations, technical support, or case/issue management, including direct people leadership
• Demonstrated experience managing a team that investigates and resolves data-related issues at scale, including handling customer concerns involving other teams or partners
• Strong analytical and investigative skills, with the ability to interpret transactional data to pinpoint the source of a data quality issue
• Working knowledge of data quality and data governance principles, including root cause analysis and the distinction between data producers, consumers, and owners
• Excellent stakeholder management skills, with the ability to work across technical, operational, and business teams, including third-party partners
• Experience with case or ticket management tooling and operational reporting
• Demonstrated ability to move between hands-on team management and strategic, data-driven thinking
• Experience in the travel, TMC, or travel technology industry, and familiarity with tools like Ataccama or data governance concepts (e.g., Critical Data Elements), is a plus

Location

Gurgaon, India

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.

For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

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.