Marketplace Platform Operations Analyst ( GDS/Technical Support OR Travel Experience)

American Express Global Business Travel; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

American Express Global Business Travel in Manila is seeking a Marketplace Platform Operations Analyst to troubleshoot platform technology issues, manage configurations, and support internal and external partners.

You will diagnose supply technology issues, provide functional support on bookings, perform issue analysis, participate in bug triage, and help develop knowledge base articles to reduce escalations.

Qualifications

• 2+ years in product support within travel and tech.
• Experience troubleshooting software issues in travel industry.
• Familiarity with GDS platforms and travel distribution knowledge.
• Ability to interpret data, identify root causes and solve issues.
• Proficient with CRM systems; API knowledge is a plus.
• Strong written and verbal communication; stakeholder management.
• Customer-focused with ability to balance multiple tasks.

Responsibilities

• Diagnose and resolve supply technology issues on platform configuration and stability.
• Provide functional support to internal customers and business partners on bookings.
• Perform trend analysis on issues to determine fixes or process changes.
• Participate in bug triage to assign priorities based on impact.
• Create knowledge base articles to reduce escalations for teams.
• Administer supply configurations and ensure data feeds integrate without interruption.
• Review supply settings regularly to ensure optimal display and content availability.
• Document deployment processes and gather data for training needs.

Skills

Product support

Travel industry knowledge

GDS platforms

Analytical thinking

CRM systems

API knowledge

Communication

Customer service mindset

Time management

Attention to detail

Adaptability

Team collaboration

Education

University degree

Tools

Sabre

Amadeus

Galileo

Worldspan

Job description

Marketplace Platform Operations Analyst

The Marketplace Platform Operations Analyst troubleshoots platform technology issues with internal and external partners while administering platform configuration controls.

What You'll Do

• Marketplace Platform Support & Troubleshooting - Diagnose and resolve supply technology issues on platform configuration, functionality, and stability within established SLAs
• Technical Support - Provide functional support to internal customers and business partners on booking failures, missing content, and other platform issues
• Issue Analysis - Perform trending analysis on issues and determine whether they require code changes, process improvements, or partner action
• Bug Triage - Participate in bug triage process to assign priority based on commercial and customer impact
• Knowledge Base Development - Create knowledge base articles for internal and external support teams to reduce escalations
• Marketplace Platform Configurations - Administer supply configurations and settings; ensure client and Amex GBT negotiated data feeds integrate without interruption
• Supply Optimization - Conduct regular supply settings reviews to ensure optimal display and content availability
• Subject Matter Expertise - Maintain strong functional and technical knowledge of the product; keep current with supply technology and skills
• Deployment Support - Map and document deployment processes; gather data and analysis; create training requirements for new and existing countries
• Global Collaboration - Work with global teams to document and prioritize deployment issues; provide technical support for successful rollouts

What We're Looking For

• 2+ years Product Support in Travel - Extensive experience troubleshooting software issues in travel industry
• GDS Platform Expertise - Required experience with Sabre, Amadeus, Galileo, or Worldspan Travel Distribution & Operations Knowledge
• Analytical & Problem-Solving Skills - Ability to interpret data, identify root causes, and solve complex issues systematically
• Issue Tracking & CRM Systems - Proficiency with CRM systems to track and resolve issues; API knowledge is a plus
• Communication & Stakeholder Management - Clear written and verbal communication; ability to navigate complex organizations and collaborate effectively
• Customer Service Mindset - Interact effectively with non-technical and highly technical users; prioritize customer needs
• Time Management and Prioritization - Strong organizational skills with ability to balance multiple tasks and meet tight deadlines
• Self-Motivated & Details Oriented - Driven professional with excellent organizational skills, attention to details, and minimal supervision
• Adaptable & Resilient - Thrive in complex environments; remain calm under pressure; curious, creative problem-solver with strong team collaboration skills

Preferably educated to university degree level.

Location: Manila, Philippines

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!

Equal Opportunity & Accommodation

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.