Travel Account 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.

Amex GBT is seeking a strategic and operationally minded Account Manager to lead our Meetings & Events (M&E) travel program. In this role, you will drive seamless program adoption, operational excellence, and continuous improvement for our global clients while balancing strategic initiatives with team leadership. You'll serve as a key liaison between internal partners, clients, and external vendors, overseeing a team responsible for air charter and attendee logistics.

This position requires a results-oriented leader who can harness data analytics and innovation to optimize costs, enhance processes, and maintain the highest standards of operational precision and client satisfaction.

• Develop and implement a comprehensive program adoption strategy, including creating engaging orientation materials, benefit documentation, and use cases; deliver monthly training sessions and communications campaigns to drive stakeholder awareness and participation.

• Leverage AI and data analytics to identify targeted process improvements and efficiency gains with a goal of achieving 5% or more in annual cost savings year-over-year; conduct quarterly spend analysis and present actionable recommendations for cost optimization.

• Establish performance baselines and identify optimization opportunities through automation and AI implementation; continuously evaluate and recommend innovative solutions to enhance travel program capabilities and implement an AI-driven communication framework.

• Oversee and manage a team responsible for air charter and attendee assignment operations, establishing clear processes, business rules, and prioritization logic for attendee-to-flight assignments based on role segmentation (executives, speakers, VIPs, staff, general attendees).

• Lead team efforts to build, maintain, and reconcile detailed arrival and departure manifests across all programs, establishing and enforcing data quality standards to ensure 100% accuracy of attendee information including names, roles, travel windows, flight assignments, and special accommodations.

• Serve as the primary liaison between Meetings & Events, travel teams, air charter providers, and internal partners; collaborate with registration, housing, transportation, security, and on-site operations teams to ensure seamless attendee experiences and support data integration across multiple platforms.

• Be responsible for team management of real-time operational changes including cancellations, no-shows, substitutions, and last‑minute flight adjustments; establish protocols for rapid attendee reassignment and manifest rebalancing while maintaining compliance with business rules and capacity limitations.

• Recruit, onboard, and develop a high‑performing team by setting clear performance expectations, providing regular feedback, identifying training needs, and fostering a collaborative team culture focused on accuracy, efficiency, and customer service.

• Generate and maintain detailed reporting on attendee movement, flight utilization, and manifest accuracy; analyze data to identify trends, gaps, and improvement opportunities while supervising team performance metrics and productivity.

• Partner with the Innovation Initiative's Client Success Manager to identify and implement strategic projects that drive operational excellence; supervise operational metrics, identify systemic issues requiring process improvements, and support post‑event reconciliation and comprehensive reporting deliverables.

• 5+ years of experience in account management, events coordination, operations management, or related field.

• 2+ years of team leadership or supervisory experience with demonstrated ability to hire, develop, and empower team members.

• Shown strength with data analysis and reporting tools.

• Strong organizational and project management skills with ability to run multiple priorities and tight…