Travel Technology Operations Manager, Supply MarketPlace (SMP)

American Express

  • London
  • Permanent
  • Full-time
  • 2 months ago
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.The Travel Technology Operations Manager supervises a global operations team tasked with ensuring operational readiness, platform quality, and responsive support. This role will manage and mentor platform support specialists in issue management, troubleshooting and operational administration of the Supply Marketplace Configuration Tools. The job holder will represent SMP as part of a global cross-company team supporting business and technical performance of supply distribution to all customers, clients, and client applications within the GBT supply ecosystem. The job holder must be hands on and develop deep technical understanding of the platform, supply systems, and consumers of the platform APIs. The successful candidate must be extremely organized with exceptional communication and prioritization skills and must be able to summarize technical issues in simple and understandable terms to non-technical stakeholders while building and maintaining an Operations Centre of Excellence.What You´ll do on a Typical day:Team Management:
  • Thought leadership providing operational excellence in support of GBT Group growth with foresight and adaptability to all changes impacting the team
  • Oversee day-to-day SMP operations and team functions:
  • Organise team planning, ensuring coverage
  • Ensure recurring tasks are performed with the utmost quality
  • Ensure operational processes are executed per specifications
  • Provide guidance to analysts in technical support & supply configuration requests
  • Regular review of platform performance and operational needs, following up with stakeholders and leadership for action
  • Monitor team performance and report on metrics
  • Mentor the team to apply a business mindset in issue management. Perform team coaching and development
  • Oversight, management, and development of the SMP Platform Operations team including capacity planning, interviewing, hiring, training of analysts in remote and office locations globally.
  • Act as escalation point for other GBT Group teams
Supply Technology Troubleshooting & Issue Management:
  • Support the SMP Platform Ops Analysts with complex issue management cases. Ensure complex cases are resolved with exceptional documentation of resolution and provide for relevant team training.
  • Provide expert technical and functional consulting to internal customers and business partners on platform performance and stability (e.g., booking failures)
  • Provide thought leadership in issue trending analysis (reported or identified during analysis) and determine whether issues could be resolved by SMP code changes, or processes, and outline change recommendations and feedback to partners for action.
  • Collaborate and document with partner teams in efficient cross-team issue management and troubleshooting processes.
Product Configurations:
  • Administer supply configurations to ensure optimal content distribution through SMP enabled channels.
  • Support and train the SMP Platform Ops analysts with complex supply configurations. Ensure complex cases are resolved with focus on exceptional documentation of resolution articles.
  • Deliver quality assurance and quality control processes to ensure no negative impact to GBT Group Revenues from incorrect configurations.
Supply Technology Subject Matter Expertise:
  • Develop the SMP Platform Operations team into true subject matter experts with strong product & technical knowledge
  • Collaborate with the product team to deliver excellent internal technical and “how-to” documentation on all features.
The above Job Description is not meant to be exhaustive. Duties and responsibilities may therefore vary over time according to the changing needs of the company.What We´re Looking For:Essential Core Skills/Experience:
  • 5+ year experience in Product Support, in the travel industry, with extensive experience of troubleshooting software issues.
  • 5+ years' experience in a Supervisory, Lead and People Management role.
  • 5+ years of strong knowledge of Travel Distribution, systems & processes.
  • GDS experience is a must and non-GDS API experienced and knowledge a plus.
  • Familiarity with business travel.
  • Travel Operations experience is a plus.
  • Travel e-Commerce experience and knowledge is a plus (OTA or OBT experience).
  • Strong experience in reporting.
  • Strong hands-on delivery in travel settings configurations.
  • Experience in using a CRM system to track and resolve issues.
Professional Skills:
  • Business acumen and customer service mind-set.
  • Effective communication skills.
  • Analyses and compartmentalizes issues. Makes systematic and rational judgments based on relevant information.
  • Can interpret data and quickly identify symptoms & root causes.
  • Can prioritize and balance multiple tasks while juggling tight deadlines with a focus on quality and detail.
  • Can interact effectively with non-technical & highly technical users.
  • Strong time management and prioritization skills.
  • Solid follow through with minimal management.
  • Strong planning and organizational skills.
  • Great problem solving and consultative skills.
Location London, United KingdomThe #TeamGBT ExperienceWork 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.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 .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!

American Express