Service Manager

Join to apply for the Service Manager role at American Express Global Business Travel.

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.

What You’ll do on a Typical Day

• As second‑line support, you are primarily and wholly responsible for providing outstanding technical customer service and being constantly approachable to both our customers and business partners.
• Receive client service requests via Amex GBT Neo Care portal regarding product configuration, functionality or complex issues, research with the client/partner to fully diagnose the issues and respond within the established SLA’s.
• Build and maintain excellent client relationships on an operational level.
• Effectively manage expectations that are set with customers and maintain high levels of quality and customer satisfaction.
• Communicate all bugs to our Quality Assurance and R&D teams in line with current processes.
• Carry out regular client reviews to ensure optimal usage of our solution.
• Educate customers on product features or additional services to meet their needs.
• Maintain extensive working knowledge of all Amex GBT Neo products including new releases.
• Responsible for creating knowledge base articles for customer‑facing solutions.
• Ensure technical knowledge and skills are always up to date and maintained.

What We’re looking for

• Experience with OBT tools is mandatory.
• Experience in managing client portfolio.
• Experience in managing client documentation.
• Proactive, organized in day‑to‑day task and good communication skills.

What Technical Skills You’ll Develop

• Travel products and industry knowledge.
• Management client technical request.
• Management relationship with client/stakeholder.
• Coordination with internal technical team for bugs.
• Managing the Neo administration panel.

Location

United Kingdom

The #TeamGBT Experience

• 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.

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.