Operations Manager

9th in Great Place to Work’s Best Workplaces™ in the Philippines 2026 10th in Fortune Magazine’s 2026 World’s Most Admired Companies 6th in Great Place to Work Philippines Best Workplaces in IT-BPM 2026 4th in Great Place to Work's Best Company To Work For 2025 Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction. How will you make an impact in this role? A successful Manager within American Express TCE has a passion for delivering outstanding service and demonstrates leadership ability to encourage their team to drive outstanding business results. This role will support teams in TCE Manila. They will coach a team of highly skilled and motivated Team Leaders and Travel Consultants who craft unforgettable trips and experiences for our Card Members. The Manager will set team and individual performance goals, use performance metrics and reporting to drive performance and business results, supervise customer interactions to ensure outstanding service, and provide consistent and ongoing mentoring and feedback to ensure their teams are performing at their highest levels. The Manager is an entrepreneur who is an advocate and supporter of both their colleagues and their clients. They thrive in ambiguity and can effectively lead their team through change. They are intellectually curious, constantly aspiring for information about their team, the business, the industry, and they share a passion for growth and knowledge with their teams and peers. This position will drive financial results and identify customer needs to deliver extraordinary customer care to demanding clientele. Collaboration will be key to develop & deliver innovative solutions to improve customer & colleague satisfaction. Encouraging Team Leaders and their teams to achieve and exceed their goals by providing outstanding coaching, training, and development and by rewarding and recognizing results Evaluating team performance on an ongoing basis and providing continuous coaching and feedback Assessing the team’s skill levels and proficiencies and crafting development and action plans that are owned and driven by the employees Driving Extraordinary business results by leading teams to achieve and exceed revenue and customer goals at the individual, team, site and network level Delighting the customer by ensuring their teams provide an accurate, consistent, and high-quality experience Communicating with their team to ensure that they are well informed about issues which affect them and their customers Creating and implementing creative solutions to grow the business Challenging themselves and their team to “set the standard,” by driving continuous improvement Measures of success for this role include portfolio performance, employee engagement and improved customer satisfaction metrics and sales Minimum Qualifications: Minimum of 3 years successful leadership experience Knowledge of travel agency regulations, operations and procedures preferred Experience working and leading from a virtual environment Ability to drive and measure business results Great teammate who has shown success in working with teams to accomplish goals Ability to successfully understand and implement policies, procedures, and programs Strong analytical and creative problem-solving skills Meticulous with strong organizational and prioritization skills who can work well under pressure Ability to work late schedule to support US Servicing with some flexibility to adjust working schedule as required Ability to work late schedule to support US Servicing with some flexibility to adjust working schedule as required GDS / Sabre 360 knowledge is a must For Internal Applicants: Fulfill the time in current role requirements based in band and length of continuous service. Band 30-35: 18 months Must not be under any type of corrective actions. This role may be subject to additional background verification checks. Please note, salary increases in case of a lateral move are provided only on an exception basis and in line with compensation guidelines. Employment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions.