Operations 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.

Directs and coaches assigned personnel to ensure that all services, administration, and profit objectives pertaining to pharma client is achieved while maintaining high service levels. Provides comprehensive leadership to direct reports (team leaders) that handle the sourcing and planning of client’s pharma meetings. Responsible for providing client and team support and training and leading special projects. Runs approximately 5 to 35 exempt and/or non‑exempt direct or indirect reports, which lead teams that support sourcing, contracting, planning/onsite, and budget development for dedicated pharma account.

Depending on account complexity, scope may include management of multiple accounts.

• Drive financial performance across assigned accounts by reviewing forecasts, validating cost structures, and approving monthly financial settlements

• Ensure accurate, timely invoicing, reporting, and tracking of event‑level financial data

• Monitor profitability by tracking labor, commissions, and key financial metrics, and aligning operations to financial goals

• Support proposal development by validating cost accuracy and identifying profit drivers

• Analyze data, forecast trends, and implement strategies to achieve strong business results

• Provide industry and program expertise throughout the full client lifecycle, from initial engagement through execution and review

• Build and maintain strong relationships with client and supplier partners

• Identify and communicate opportunities to expand services within existing accounts

• Participate in client meetings, presentations, and business reviews to communicate performance and set shared expectations

• Resolve escalated client issues, coach team members on issue resolution, and escalating risks with recommended solutions

• Act as a company representative during site inspections, program operations, and client engagements

• Maintain program history and analyze trends to inform future planning and identify new opportunities

• Evaluate client feedback and performance data to improve service delivery and satisfaction

• Collaborate with internal teams to standardize processes and improve efficiency

• Anticipate workload demands and coordinate resources across teams as needed

• Lead new account implementations and ensure successful onboarding aligned with client expectations

• Develop and complete service recovery plans and drive continuous improvement

• Lead, coach, and develop team members to improve performance, engagement, and growth

• Foster a positive, inclusive work environment that encourages collaboration and accountability

• Oversee recruitment, onboarding, and training to ensure readiness and alignment with processes

• Provide regular feedback, conduct performance reviews, and support development planning

• Monitor performance to ensure compliance with standards, policies, and expectations

• Facilitate team meetings to align on priorities, productivity, and service delivery

• Recognize and reward performance and partner with HR on employee relations and staffing decisions

• Ensure adherence to company policies, procedures, and protocols

• Act as a subject matter expert to support consistency, training, and knowledge sharing

• Oversee administrative tasks including time tracking, expenses, payroll, and employee records

• Support leadership with critical initiatives, special projects, and provide backup as needed

• Travel as required to support client programs, site inspections, and operational execution

• Perform additional duties as needed to support business objectives

• Minimum of five years’ leadership experience for pharma meetings management teams

• Proven people leadership skill and development of high performing teams

• Comprehensive knowledge of pharma meeting sourcing and pharma planning and technologies to support, i.e., CVENT

• Comprehensive knowledge in healthcare compliance, open payments (Sunshine Act) and transfer of value…