Travel Operations Leader — Defense & Government

American Express Global Business Travel; Madison (WI); On-site; USD 60,000 - 100,000; Full time

Benefits offered by this job

Flexible benefits

Travel perks

Learning platform access

Inclusion programs

Job summary

American Express Global Travel (Amex GBT) is seeking a Team Leader to join the U.S. Military and Government team. You will lead travel consultants to deliver seamless travel management for federal clients, guiding on-call shifts and delivering outstanding customer experiences from booking to post-trip support.

You will coach, train, and evaluate staff, use data to drive performance insights, and coordinate scheduling and processes in a fast-paced environment that operates 24/7.

Qualifications

• Eight-plus years of experience as a travel consultant.
• Four-plus years in a customer service environment.
• Sabre GDS experience is required.
• Experience issuing tickets and managing Sabre queues is preferred.
• Excellent verbal and written communication skills.
• Expert knowledge of customer service satisfaction requirements.
• Strong problem-solving skills.
• Self-motivated and able to motivate others.
• Creative, open-minded and adaptable.

Responsibilities

• Provide leadership and coaching to a team of travel consultants.
• Drive change and employee engagement through effective communication.
• Use data to monitor counselors’ activity and trends for performance feedback.
• Serve as a Business Leader.
• Coordinate and implement basic management for scheduling and process execution.
• Organize and execute daily work with available staff.
• Work as part of a leadership team.
• Lead coaching, training, performance reviews, CMS monitoring, payroll and attendance tracking.

Skills

Sabre GDS

Ticketing

Communication

Customer service

Problem solving

Self-motivated

Adaptable

Defense/Gov exposure

Tools

Sabre queues

Job description

American Express Global Travel (Amex GBT) is seeking a Team Leader to join the U.S. Military and Government team. You will lead travel consultants to deliver seamless travel management for federal clients, guiding on-call shifts and delivering outstanding customer experiences from booking to post-trip support.

You will coach, train, and evaluate staff, use data to drive performance insights, and coordinate scheduling and processes in a fast-paced environment that operates 24/7.