Platform Operations Manager, Supply MarketPlace (SMP)
Platform Operations Manager, Supply MarketPlace (SMP)
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Job Description
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. Were here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.
The SMP Platform Operations Manager manages a global Platform Operations team that sits in the heart of AMEX GBTs supply technology platform. The Manager will drive and mentor a Platform Operations team that leads supply technology troubleshooting issue management and operational administration of the SMP configurations engine. The job holder will be part of a cross-company team supporting American Express Global Business Travel (GBT) transactions coming in from all SMP enabled channels. The Platform Operations Manager will be tasked with building and maintaining the Platform Operations team to a support Centre of Excellence and experts in GBT Supply Technology while providing management level support and guidance to internal customers senior engagement with internal & external partners and thought leadership to the team. The Platform Operations Manager must be hands on proactive with excellent communication and prioritization skills and hold technical conversations while being able to simplify the issue to the customer.
What Youll Do on a Typical Day:
Team Management:
- Oversee day-to-day operations and team functions:
- Organise team planning ensuring coverage.
- Ensure recurring tasks are performed.
- Monitor all channels including SMP Teams Channels and support the SMP Team on questions.
- Ensure operational processes are executed per specifications.
- Provide guidance to other Analysts in support & configuration tickets to help resolution.
- Review regularly Operational needs and follow up with stakeholders and Senior manager for action.
- Monitor team performance and report on metrics.
- Perform team coaching and development.
- Management oversight and development of the SMP Platform Operations team including interviewing hiring training of analysts in remote and office locations globally.
- Performance management coaching and mentoring of the team.
- Act as escalation point for unresolved issues with GBT group departments as necessary to ensure timely resolution.
Supply Technology Troubleshooting & Issue Management:
- Support the analysts with complex issue management cases. Ensure complex cases are resolved for the user but also ensure resolution articles are documented adequately and the team is trained.
- Provide expert technical and functional support to internal customers and business partners on issues such as platform stability (e.g. booking failures) and missing content queries (e.g. missing rates or suppliers) among other issues.
- Perform thought leadership to the rest of the team in trending analysis on issues (reported or identified during analysis) and determine whether issues could be resolved by an SMP code changes or processes and outline change recommendations; or alternatively fed back to partners for action. Always look after both new and existing issues during the issue lifecycle.
- Mentor the team so they can apply a business sense when working on issues.
- Map and negotiate with internal and external partner teams efficient issue management and troubleshooting processes.
Product Configurations:
- Administration of supply configurations & rule engine settings to ensure optimal display of content on SMP enabled channels.
- Support the analysts with complex supply configuration requests. Ensure complex cases are resolved for the user but also ensure resolution articles are documented adequately and the team is trained.
Supply Technology Subject Matter Expertise:
- Develop the Platform Operations team to true subject matter experts with strong product & technical knowledge throughout the platforms lifecycle.
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 Were Looking For:
Essential Core Skills/Experience:
- 3 year experience in Product Support in travel industry with extensive experience of troubleshooting software issues
- 3 years of strong knowledge of Travel Distribution systems & processes
- GDS experience is a must.
- 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 progress monitoring and 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 a 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.
- 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 Kingdom
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 20000 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 dont meet every requirement If youre passionate about our mission and believe youd be a phenomenal addition to our team dont worry about checking every box; please apply anyway. You may be exactly the person were looking for!
Required Experience:
Manager
Employment Type
Full-Time
