Customer Onboarding 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.

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Main Purpose:

*Travel Experience is a MUST*

• To lead the customer onboarding / migration experience with the customer, internal partners, team and third parties where applicable, including other internal and external projects as needed
• Focuses on the customer and the implementation of regional / global projects, applying GBT project documents and following the SID implementation process
• Ensures project handover and readiness assessments with Solutions Design teams are completed, ensuring any risks, actions and follow up items are documented
• Designs the work breakdown structure and resources required for the project, ensuring roles and responsibilities internally and externally are clearly defined
• Ensures all client requirements have been adequately understood and documented for onward teams (e.g., units, deployment, traveler care) to action
• Develops and manages detailed project plans and ensures the scope and approach is understood and aligned / signed off by all stakeholders
• Creates a positive, happy, and fun environment internally and externally to help drive partnership and project success
• Empowered to manage the project performance, while ensuring project status, milestones, changes, risks, issues, assumptions, decisions, and dependencies are clearly communicated
• Responsible for ensuring that E2E testing is completed, documented, and corrected successfully, on time and to a high quality as defined by the global testing plan
• Responsible to resolve project call structure and lead Partner calls
• Attends and contributes to team calls, sharing experiences, ideas for process improvements and supporting others as needed within the team

Personal Attribute

• A passion for working directly with customers and strong relationship building
• Understanding of GBT and corporate travel
• Ability to work in a fast-paced matrix environment including managing across multiple geographies, functions & time zones.
• A positive, “can do” attitude
• Able to motivate a project team and manage under pressure
• Business English mandatory - multi-lingual capability advantageous
• Excellent relationship building, influencing, negotiating, communication and presentation skills
• Ability to clearly articulate an accountability, then hold people accountable
• Commercial awareness and strong relationship building skills
• Excellent organizational skills of multitasking, advance planning, and time management
• Ability to motivate change in the face of possible resistance
• Effective time management, multi-tasking prioritization skills
• Strong active listening and facilitating skills
• High degree of problem solving and decision-making and ability to adapt to changing priorities
• Flexibility and the ability to adapt to change
• Ability to understand and manage projects
• Happy to be challenged and to challenge people and processes
• Experience collaborating across multiple functional groups and with operational SME’s

Activities

Task list / System-Template

• Readiness Assessment (Solutions Design Handover) / Readiness Review Document
• Documentation Repository / SharePoint – Customer Project Site and Customer Data Gathering: Implementation Data Gathering Template and OneForm
• Customer Kick Off Meeting / Customer Kick Off Meeting slides
• Request Core Setup at a global level (e.g., telephony, email, centralized teams) add others / SNAP, Salesforce, OneForm
• Project Plan Management – includes / OnePlan:
• Contacts
• Timelines
• Call Notes & Actions
• Decisions & Assumptions
• Dependencies
• Risk & Issue Log
• Holiday Schedule
• Change Log
• Scope
• Project Tasks
• Fact Sheet
• MI Reporting Fields
• Form of Payment

• Roles & Responsibilities / Work Breakdown Structure Template
• Status Reporting / Bi-weekly Status Report
• Launch Reporting / Global Start-up Template
• Global Test Plan (via centralized services) / Global Test Plan Template
• Closure & Lessons Learned / Project Debrief slides and SharePoint – Lessons Learned

Location

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 qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers.

We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult GBT Recruitment Privacy Statement.

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!