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. What You'll Do: 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 What We're Looking For: 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 requirements Proven ability to promote change and efficiencies within an organization Program management system and meetings industry technology experience preferred Understanding of and ability to effect win/win solutions Strong ability to interact with client contacts at a meeting level and key contact level Advanced oral and written presentation skills required Prior successful experience in developing and maintaining key client and supplier relationships Prior experience in effectively handle multiple projects/demands Proven ability to understand and suggest technology solutions for business partners and employee efficiencies Strong knowledge of business financials, contracts, and service level agreements College degree required. MBA a plus Proven aptitude for analytical skills required Ability to travel by airplane, boat, rail and/or car (25%) CMP designation a plus Location United States The US national base salary range for this position is from $81 900,00 - $152 100,00 The national range provided includes the base salary that Amex 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, the anticipated range of which is posted above, this role is eligible for a discretionary annual bonus, which rewards participants based on company and individual performance. Benefits at a glance 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 wellbeing resources to support you and your immediate family. 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 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 Inclusion in every aspect of our business at Amex 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. 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 the Amex 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! #J-18808-Ljbffr American Express Global Business Travel