Executive Team Leader

Full-time - Manager

Springfield, IL

Credit Intermediation and Related Activities

About the position

As an Executive Team Leader at American Express Global Business Travel, you will lead a remote team of 10-15 Travel Counselors, focusing on coaching, performance management, and client relationship building. This role emphasizes both people management and customer service, requiring a balance of leadership skills and operational insight to enhance team performance and client satisfaction.

Responsibilities

• Lead and coach a team of Travel Counselors
• Provide regular, documented coaching and feedback to team members
• Investigate service and quality errors and provide helpful feedback
• Collaborate with HR to determine performance ratings and action plans
• Facilitate account-specific onboarding and training for new hires
• Collaborate with fellow team coaches to share information and achievements
• Listen to calls to validate service levels and compliance standards
• Be the voice of Traveler Care for new technological implementations
• Participate in meetings with commercial client management partners
• Research and resolve client service concerns
• Analyze, act, and communicate results on CSAT performance
• Keep the team informed on changes to client travel policies
• Collaborate with Team Operations to achieve client expectations

Requirements

• Previous leadership experience
• Excellent listening skills and a curious mentality
• Customer service oriented
• Experience with Sabre and/or Apollo preferred
• Salesforce (case e-mail) experience a plus
• Collaborative and passionate about building relationships
• Experience making data-driven decisions and achieving financial and service targets

Nice-to-haves

• Experience with Salesforce
• Familiarity with data-driven decision making

Benefits

• Health and welfare insurance plans
• Retirement programs
• Parental leave
• Adoption assistance
• Travel perks from major travel providers
• Global tuition assistance
• Access to over 20,000 courses on a learning platform
• Leadership courses
• Wellbeing resources for mental and emotional health