Team Leader

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 Team Leader is the frontline people leader for a team of Travel Counselors, responsible for coaching, performance management, and the day-to-day operational health of the team. They own the full performance and development cycle for their TCs, drive service quality and client satisfaction, and ensure operational processes run smoothly and consistently. Where a Lead Agent exists within the team, the Team Leader directs and supports that role — but accountability for all outcomes remains with the Team Leader.

What You’ll Do

• Act as the operational bridge between team and client management, surfacing service quality trends and SOW compliance issues before they escalate
• Analyze CSAT and service quality performance to identify root causes and drive improvement; monitor operational systems for service health indicators and coordinate cross-team requirements with Workforce Management
• Own the full coaching and performance management cycle for Travel Counselors — using data to monitor performance, investigate errors, and build evidence-based coaching conversations with clear action plans