Head of Operations **URGENT**

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

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

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

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

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

Program management system and meetings industry technology experience preferred

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

MBA a plus

Ability to travel by airplane, boat, rail and/or car (25%)

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.

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.

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. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

J-18808-Ljbffr American Express Global Business Travel