Team Coach Jobs

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.

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Job Purpose

The Team Coach at GBT is accountable for leading a team of Travel Counselors and managing overall performance, coaching individual Travel Counselors and guiding the team to create exceptional business travel experiences for customers. The role holder is responsible for supporting the team and Travel Counselors to meet or exceed key service metrics, revenue targets and performance indicators. They are also accountable for client relationships and customer and employee experience.

Other key responsibilities include operationalizing Business Travel Client policies and supporting clients’ service needs.

The role will have approx. 25-35 direct report Travel Counselors as standard and report to a Service Leader. The team size may vary depending on which customers and platforms the Team Coach is supporting. The role’s focus is split 75% on coaching and performance evaluation, and 25% on commercial relationships.

Key accountabilities

People

• Coaching – provide regular, documented coaching and feedback to team members, ensuring all are meeting or exceeding performance targets.
• Act as the People Leader for all Travel Counselors in the team
• Facilitate ongoing account specific onboarding/training for new team hires after the initial centralized Traveler Care training program is complete
• Manage underperformance on a timely basis, engaging the employee when developing Performance Improvement Plans and formal warnings, working in partnership with HR as applicable
• Complete Compas (Service Metric Tracking system) Journals in line with the Coaching cycle.
• Monitor (calls, e-mails, chats etc.), review and coach on Compas and other KPI metrics at the individual and team level
• Make decisions on performance ratings and compensation that are aligned with GBT standards
• Investigate service and quality errors, provide coaching and feedback

Customer

• Research and resolve with commercial partners on client service escalations, assist with strategy, messaging to the team and commercial peers as necessary.
• Represent Traveler Care for all new implementations within the team
• Document and update the TC desktop systems and tools with client policy changes
• Participate in meetings with commercial client management partners when required. Partner with SPL to determine when attendance is necessary to ensure the majority of time is spent coaching and leading the operation. Provide commercial partners with operational information that they may need for their customer facing conversations.
• Analyze and act on CSAT performance, identify actions and communicate results
• Keep the team informed on changes to Client travel policies

Quality/Financial

• Work with leadership to ensure client program is delivering high quality, efficient and effective servicing results, including:
• Work in collaboration with the Team Operations role to achieve client service level consistency per the contract and ensure client expectations are met or exceeded
• Share information, achievements and issues with other Team Coaches
• Call listening as required, to ensure employees are adhering to minimum service and compliance standards and to validate any disputes or service issues
• Have a network or enterprise minded view
• SME Leaders support multiple accounts and service platforms.
• Be flexible with schedule to meet business needs
• Engage with Commercial internal partners and clients to deliver exceptional traveler care, ensure client performance goals are achieved, and manage and deliver strong traveler and arranger experience.
• Monitor errors (CSI/Debit Memos) in internal systems such as ‘Travel Force’ to confirm closure and return to service level expectations

Skills And Experience

• Customer services focus
• High volume, rapidly changing and demanding service environment
• Travel Management Company tools & systems, Global Distribution Systems, and more
• Passion for coaching with excellent questioning and listening skills
• Relationship building and management
• Focus on customer and data driven decision-making
• People Leadership
• Business Travel or Travel Services desirable but not essential
• Experienced in meeting and achieving financial metrics and service targets
• Experience working in a client first environment
• Solution orientation, coaching employees to find their own solutions

Qualifications

• Proven track record of strong relationship building and networking outside of the immediate team
• Demonstrated ability to work in a high pressure multiple account environment. Ability to prioritize multiple tasks.
• Case e-mail (salesforce) experience a plus
• Sabre and/or Apollo experience preferred

Location

United States - Virtual Location

The US national annual base salary range for this position is from $45,000 to $83,000. The national range provided includes the base salary that 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, this role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

GBT 2023 Benefits-at-a-Glance

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
• We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at 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.
• 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 more.
• Wellbeing resources to support mental and emotional health for you and your immediate family.
• And much more!

All qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers.

We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult 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!