Operations Manager

American Express; Taguig; Hybrid; PHP 1,339,000 - 2,009,000; Full time

Benefits offered by this job

Competitive base salary

Bonus incentives

Healthcare benefits

Hybrid work model

Parental leave

Wellness centers access

Job summary

American Express Global Servicing (TCE Manila) seeks a dynamic Manager to lead Travel Consulting & Experiences teams in the Philippines, delivering exceptional service to card members and clients. You will coach Team Leaders and Travel Consultants, set performance goals, and drive metrics to achieve business results.

You are an entrepreneur at heart, comfortable with ambiguity, and capable of guiding teams through change while fostering growth, knowledge sharing, and customer-centric solutions.

Qualifications

• Minimum of 3 years leadership experience.
• Knowledge of travel agency regulations and operations.
• Experience leading from a virtual environment.
• Proven ability to drive and measure business results.
• Strong analytical and problem-solving skills.
• Excellent organization and prioritization under pressure.
• Willing to work late to support US Servicing.
• GDS / Sabre 360 knowledge is a must.

Responsibilities

• Coach Team Leaders and teams to meet goals with coaching and development.
• Evaluate performance and provide continuous feedback.
• Assess skills and craft development plans owned by employees.
• Lead teams to exceed revenue and customer goals at multiple levels.
• Deliver outstanding customer care and high-quality experiences.
• Communicate with the team on issues affecting customers.
• Create and implement creative solutions to grow the business.
• Drive continuous improvement and set the standard.
• Measure success via portfolio performance, employee engagement, and customer satisfaction.

Skills

Leadership experience

Travel industry knowledge

Virtual leadership

Performance management

Analytical reasoning

Team coaching

Customer service excellence

Tools

Sabre 360

Job description

Job Description

9th in Great Place to Work’s Best Workplaces™ in the Philippines 2026

10th in Fortune Magazine’s 2026 World’s Most Admired Companies

6th in Great Place to Work Philippines Best Workplaces in IT-BPM 2026

4th in Great Place to Work's Best Company To Work For 2025

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company's global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world's best customer experience every day by building on Amex's 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

How will you make an impact in this role?

A successful Manager within American Express TCE has a passion for delivering outstanding service and demonstrates leadership ability to encourage their team to drive outstanding business results.

This role will support teams in TCE Manila. They will coach a team of highly skilled and motivated Team Leaders and Travel Consultants who craft unforgettable trips and experiences for our Card Members.

The Manager will set team and individual performance goals, use performance metrics and reporting to drive performance and business results, supervise customer interactions to ensure outstanding service, and provide consistent and ongoing mentoring and feedback to ensure their teams are performing at their highest levels.

The Manager is an entrepreneur who is an advocate and supporter of both their colleagues and their clients. They thrive in ambiguity and can effectively lead their team through change. They are intellectually curious, constantly aspiring for information about their team, the business, the industry, and they share a passion for growth and knowledge with their teams and peers.

This position will drive financial results and identify customer needs to deliver extraordinary customer care to demanding clientele. Collaboration will be key to develop & deliver innovative solutions to improve customer & colleague satisfaction.

Responsibilities

• Encouraging Team Leaders and their teams to achieve and exceed their goals by providing outstanding coaching, training, and development and by rewarding and recognizing results
• Evaluating team performance on an ongoing basis and providing continuous coaching and feedback
• Assessing the team’s skill levels and proficiencies and crafting development and action plans that are owned and driven by the employees
• Driving Extraordinary business results by leading teams to achieve and exceed revenue and customer goals at the individual, team, site and network level
• Delighting the customer by ensuring their teams provide an accurate, consistent, and high-quality experience
• Communicating with their team to ensure that they are well informed about issues which affect them and their customers
• Creating and implementing creative solutions to grow the business
• Challenging themselves and their team to "set the standard," by driving continuous improvement
• Measures of success for this role include portfolio performance, employee engagement and improved customer satisfaction metrics and sales

Qualifications

Minimum Qualifications:

• Minimum of 3 years successful leadership experience
• Knowledge of travel agency regulations, operations and procedures preferred
• Experience working and leading from a virtual environment
• Ability to drive and measure business results
• Great teammate who has shown success in working with teams to accomplish goals
• Ability to successfully understand and implement policies, procedures, and programs
• Strong analytical and creative problem-solving skills
• Meticulous with strong organizational and prioritization skills who can work well under pressure
• Ability to work late schedule to support US Servicing with some flexibility to adjust working schedule as required
• Ability to work late schedule to support US Servicing with some flexibility to adjust working schedule as required
• GDS / Sabre 360 knowledge is a must

Additional Details

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
• Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
• Work From Home Requirements:
• Must have at least 25 mbps internet connection plan / speed
• Must have a private & quiet area to work at home
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.

Employment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions.

About Us

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you'll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

About The Team

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.