Operations Manager, The Experience Studio - North America

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.

The Experience Studio (part of Amex GBT Meetings & Events) launched in 2024 and was created to provide a new range of creative events with a 360-degree approach that maximizes emotional and physical engagement, brand impact, and business objectives for external and internal audiences. Backed with global reach and integrated technology, the Experience Studio has serviced over 15,000 events of all sizes, to uniquely provide strategic and creative support as well as logistics and travel – all in one place.
The Operations Manager is responsible for leading a large, remote team of event professionals to deliver exceptional experiences for clients across the U.S. and Canada. The high-profile role is responsible for driving strong financial performance, client retention and renewal strategy driven by successful operational execution and client partnerships.

The Operations Manager will apply leadership, collaboration, and relationship building skills to exceed profitable business margins realizing bold financial targets.  

As part of the client retention strategy, the Operations Manager will lead the team responsible for encouraging and maintaining relationships with clients within the portfolio with the purpose of client happiness leading to renewal and expansion. Along with internal business partners, this role will be responsible for ensuring our promise is consistently demonstrated throughout the life cycle of the event.

What You'll Do:

• Lead the creation, refinement, and deployment of processes, structures, and systems that ensure outstanding operational delivery.
• Develop operational staffing models and methodologies that build efficiencies and maximum productivity while increasing profit margins.
• Leverage knowledge, resources, and systems from other cross functional teams.
• Coach, lead, and guide direct and indirect reports to establish operational excellence.
• Balance volume, productivity, customer deliverables, process, and service levels.
• Participates in client meetings, presentations, and business reviews as required.
• Resolves problems and removes obstacles through interaction with other functional departments and calls out obstacles to Director as needed.
• Develops strategic partnerships with multiple contacts within client and supplier organizations.
• Maintains proactive, positive, open line of communication with clients to ensure understanding of expectations and client satisfaction.
• Partner with Strategic Meetings, Global Venue Sourcing, business travel, corporate card, and other partners to ensure alignments and cross collaboration amongst shared accounts.
• Develop, reviews, and updates the yearly, quarterly, and monthly financial forecasts.
• Strategize, analyze, forecast, implement, and manage financial and operational measures to supervise results and ensure financial goals (profitability and revenue) are achieved.
• Executive sponsor for all pricing and proposals confirming maximum revenue and profitability.
• Proactively develop and implement cost savings measures, when appropriate, on individual programs and/or throughout the Experience Studio.

What We're Looking For:

• Established credibility in the development and implementation of growth strategies.
• Demonstrated success with developing and sustaining high-performance organizations.
• Proven results in exceeding client revenue and profitability targets.
• Operational experience or understanding of operational processes as they relate to meetings and events.
• Minimum of 10 years client management and strategic operational leadership experience.
• Solid understanding of business financials, contracts, and service levels.
• Ability to lead, influence, and empower others – direct/indirect reports, internal and external.
• Ability to travel by airplane, boat, rail and/or car.
• Bachelor's degree preferred.
• CMP designation a plus.

Location

The US national base salary range for this position is from 

The national range provided includes the base salary that 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 either eligible for a sales incentive plan based on specific sales' roles, or for a discretionary annual bonus, which rewards participants based on individual and/or company performance.

For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• 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.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

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!