Operations Manager

American Express Global Business Travel; Dover (DE); On-site; USD 82,000 - 152,000; Full time

Job summary

American Express Global Business Travel seeks a leader to drive end-to-end sourcing and planning for pharma meetings, overseeing teams across sourcing, contracting, planning, and onsite execution. You will coach leaders, manage budgets, and promote program efficiency.

Qualifications include 5+ years in pharma meetings leadership, strong client-facing skills, and knowledge of Cvent or program management tools. Travel up to 25% may be required.

Qualifications

• Bachelor's degree required; MBA preferred.
• Experience leading pharma meetings teams with 5+ years of leadership experience.
• Knowledge of pharma meetings sourcing and planning, including related technologies like Cvent.

Responsibilities

• Drive account financial performance by reviewing forecasts, validating costs, and approving monthly settlements.
• Ensure accurate invoicing, reporting, and tracking of event-level financial data.
• Monitor profitability by analyzing labor, commissions, margins, and aligning operations to targets.
• Lead client reviews and business meetings to align on expectations.
• Oversee coaching, hiring, onboarding, and training across teams.

Skills

People leadership

Forecasting

Cost management

Client relations

Analytical skills

Contract knowledge

Travel industry knowledge

Education

Bachelor's degree

MBA preferred

Tools

Cvent

Program management systems

Job description

United States

Full time

J-82784

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.

This role leads and develops a team delivering end-to-end sourcing and planning for pharma meetings, ensuring client service, operational, and financial goals are achieved. It oversees team leaders and their teams across sourcing, contracting, planning, onsite execution, and budget management for one or multiple accounts. Managing approximately 5-35 direct and indirect reports, the role focuses on coaching, performance, and capability building while also supporting client needs, driving training initiatives, and leading special projects to enhance program results and efficiency.

What You'll Do:

• Drive account financial performance by reviewing forecasts, validating costs, and approving monthly settlements

• Ensure accurate, timely invoicing, reporting, and tracking of event-level financial data

• Monitor profitability by analyzing key metrics (labor, commissions, margins) and aligning operations to targets

• Support business growth through cost validation, proposal development, and identification of profit drivers and expansion opportunities

• Analyze trends and performance data to forecast results, improve planning, and optimize program outcomes

• Serve as a trusted advisor across the client lifecycle, delivering program expertise from onboarding through execution and review

• Build and maintain strong client and supplier relationships; lead meetings, presentations, and business reviews to align on expectations

• Lead issue resolution for customer concerns, mitigate risks, and implement service recovery and continuous improvement plans

• Oversee team leadership and operations, including coaching, performance management, hiring, onboarding, training, and fostering an inclusive culture

• Ensure operational excellence by standardizing processes, managing resources, maintaining compliance, and supporting administrative and critical initiatives

What We're Looking For:

• 5+ years of leadership experience managing pharma meetings teams, with a track record of building high-performing organizations

• Proven people leadership, including coaching, development, and driving team performance

• Deep expertise in pharma meetings sourcing, planning, and supporting technologies (e.g., Cvent, program management systems)

• Strong knowledge of healthcare compliance requirements, including Open Payments (Sunshine Act) and transfer of value regulations

• Demonstrated ability to drive organizational change, process improvements, and operational efficiencies

• Strong client-facing skills with the ability to build relationships at both meeting and executive levels

• Excellent communication and presentation skills (written and verbal)

• Ability to manage multiple priorities and deliver results in a fast-paced, client-driven environment

• Solid business insight, including financials, contracts, service level agreements, and analytical problem-solving skills

• Bachelor's degree required (MBA preferred); certifications (e.g., CMP) a plus; ability to travel up to 25%

Location

United States

The US national base salary range for this position is from

$81 900,00 - $152 100,00

The national range provided includes the base salary that Amex GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

In addition to base salary, the anticipated range of which is posted above, this role is eligible for a discretionary annual bonus, which rewards participants based on company and individual performance.

For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance (https://experience100.ehr.com/LinkClick.aspx?fileticket=CjACTXO3wMk%3d&portalid=66)

#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.

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 (https://www.amexglobalbusinesstravel.com/gbt-recruitment-privacy-statement/) .

What if I don't meet every requirement? If you're passionate about our mission and believe you'd be a phenomenal addition to our team, don't worry about "checking every box;" please apply anyway. You may be exactly the person we're looking for!