Operations Manager, The Experience Studio – North America

Job Description

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.

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