Agent Insights - Business 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.

Ready to explore a career path? Start your journey.

What You Will Do :

• End-to-end Ownership : Own and take responsibility for the Agent Insights manifest to drive performance insights and improvement plans maximising modern platforms and automation.
• Performance Management Excellence : Develop and implement a robust performance management framework aligned with global important metrics to drive accountability and outcomes.

Drive standard processes for agent success.

• Execution : Use data-driven approach to execute on strategies fit for performance management framework
• Proactivity : Holistic understanding of agent performance and ability to articulate performance hotspots and issues; Proactively, formulate coaching and performance improvement areas in a methodologically to key partners in a concise and actionable manner.
• Presentation : Present findings to senior partners and Coaches+ with the highest quality and in a clear and concise manner.
• Prioritization : With competing priorities, show ability to prioritize and implement appropriate sets of activities to achieve performance management excellence.

Clear distinction between why a set of tasks must be prioritized over others through understanding of cause and effect.

Continuous Improvement : See opportunities for process optimization, efficiency gains and automation using data-driven insights and technology to drive continuous improvement.

Instil and test and learn culture into existing business processes on order to improve overall business performance

• Knowledge : Become an expert; be curious and engage business partners to learn about what drives Agent Performance.
• Leadership : Take ownership to lead all aspects of Agent Insights and Performance Management while mentoring analysts under you.
• Creative Thinking : Ability to think creatively to identify and deliver new, innovative analytical projects from existing and existing and new data sources
• Product Development : Partner with Product Manager using insights and data to assists with Quest improvement.

What We're Looking For :

• Proven experience in performance management, data analysis, and business intelligence roles, preferably in a managerial capacity.
• Strong analytical skills with proficiency in data visualization and statistical analysis tools (e.g., Excel, Power BI, Tableau).
• Excellent communication and presentation skills, with the ability to translate sophisticated data into actionable insights for non-technical partners.
• Strategic problem solver with a track record of driving organizational change and delivering tangible results through data-driven decision-making.
• Leadership skills with the ability to encourage and empower teams to achieve excellence and foster a culture of continuous improvement.
• Knowledge of relevant industry standards, regulations, and best practices in performance management and data analytic.

Location

United States - Virtual Location

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.

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 more.

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 global tuition assistance, 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 Diversity, Equity, and Inclusion in every aspect of our business at 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.

Wellbeing resources to support mental and emotional health for you and your immediate family.

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.

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 .

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!