Executive Team Leader

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 Apply Job!