Operations Manager

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.

*Candidate must be located within the Pacifc Standard TimeZone

The Operations Manager advises and coaches assigned personnel to ensure that all services, administration, and profit objectives pertaining to the assigned accounts are achieved while maintaining high service levels. Responsible for providing client and team support, training and leading special projects. Leads approximately 5 to 35 exempt and/or non-exempt direct or indirect reports, which lead teams that support sourcing, contracting, planning/onsite, and budget development for dedicated accounts.

What You Will Do:

FINANCIAL MANAGEMENT:

• Reviews and updates the financial forecast with the financial data as required.
• Reviews and approves monthly client financial settlement summaries.
• Monitors team to achieve the highest profitability on assigned accounts by supervising labor, invoicing on a timely basis, updating reporting systems, collecting commissions, and understanding profit points within their programs.
• When assisting with proposals, ensures cost sheet accuracy before initial presentation.
• Strategize, analyze, forecast, implement, and handle financial and operational measures to supervise results and ensure operational profitability.

RELATIONSHIP MANAGEMENT:

• Provides meeting industry and product subject matter expertise from the pre-proposal stage to proposal qualification/development/delivery.
• Participates in client meetings, presentations, and quarterly/annual business reviews to explain operational processes, review contractual statistics and workload, and resolve challenges.
• Resolves customer inquiries which have been brought up, and mentor team to research and resolve customer inquiries.
• Participates in management meetings to ensure standardization of processes across SMM and to discuss solutions
• Develops strategic partnerships with multiple contacts.
• Maintains proactive, positive, open line of communication with client to ensure understanding of expectations and client happiness.

PROCESS MANAGEMENT:

• Ensures that customer happiness via client survey and benchmark results are analyzed and communicated for the purpose of developing the team and ensuring and improving client satisfaction.
• Develops service recovery plans, ensures the plans are implemented, and improvement goals are achieved or exceeded.
• Evaluates impact of events and reassesses objectives and outcomes; plans for continuous improvement.

PEOPLE MANAGEMENT:

• Creates and encourages a positive and open work environment.
• Ensures the team is trained on Standard Operating Procedures (SOP), policies, performance reviews, client specifics, company strategies, values, and administration and are maintaining compliance through monitoring and measurement.
• Encourage the sharing of industry trends, ideas, special educational opportunities, and standard processes.
• Leads weekly team meetings with team to discuss volume, productivity, customer deliverables, process.
• Act as SME to ensure consistency and training for all, using standard process approach, experience, and knowledge.

What We’re Looking For:

• 5 + years’ experience in leadership of event or meeting management teams.
• 7 + years’ experience in project, event or meeting management/procurement required.
• Knowledge of meeting sourcing and or planning as required by account portfolio.
• Proven track record to promote change and efficiencies within an organization.
• Program management system and meetings industry technology experience preferred.
• Advanced oral and written presentation skills required.
• Prior successful experience in developing and maintaining key client and supplier relationships.
• Prior experience in balancing multiple projects/demands.
• Shown ability to understand and suggest technology solutions for business partners and employee efficiencies.
• Solid understanding of business financials, contracts, and service levels
• College degree preferred.
• Ability to travel by airplane, boat, rail and/or car (25%).
• CMP designation a plus.
• PST location requirement - prefer San Francisco

Location

California, United States

The US national annual base salary range for this position is from $70,000 to $140,000.  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 our Annual Incentive Award plan, 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

The #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.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

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.

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!