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Director, TLS Global Product Operations. Job in Phoenix, Arizona, United States in American Express Company. Nelest.com
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Director, TLS Global Product Operations

col-narrow-left   

Job ID:

18243

Location:

Phoenix, AZ 

Job function:

Information Systems Management, Sales
col-narrow-right   

Posted:

03.03.2016

Employment Type:

Full time

Industry:

Financial
col-wide   

Title:

Director, TLS Global Product Operations

Job Description:

The Director of TLS Global Product Support will focus on building a world-class global product support system across all foundational systems, tools and applications required by our Travel & Lifestyle Services group's (TLS) technical infrastructure. This includes Call Centers, as well as Work At Home virtual locations). Tools/systems are: Profile and Platform Infrastructure, Travel Service Layer, Master Travel Record, Oracle RightNow, Sabre GDS, Sabre RedApps, plus various File Finishing, Fulfillment and Document delivery solutions, Supplier Portals and Marketing Technologies. In addition, the Director provide strong leadership to the Product Support Team and Product Manager Team .

He/she will be in charge of ensuring platforms are correctly setup and collaborate with our Consumer Travel Technology (CTT) teams and external vendors on all facets of L1-L4 and P0-P4 ticket tracking and incident management as well as SLA enforcement. This individual will lead a team that will ensure all of our Infrastructure tools and Platform systems are operational and at all time support the expected productivity levels of our product managers. This role interacts with many different areas of the organization both US and international, and successful collaboration is a critical success factor. This person will be expected to set-up best-in-class tools to facilitate incident report management and ticket tracking. This person will report to the VP of Global Product Management and Capabilities.


Responsibilities:

- Work closely with operational teams to ensure feedback and requirements for all Infrastructure tools and systems
- Work closely with Consumer Travel Technology team (CTT) and if required with external vendors to make sure expected system SLAs are met and manage all aspects of issues and problems related to the any Infrastructure Tool and Platform systems
- Identify tool and system enhancements and create documentation that can be shared and used by CTT or external vendors to develop new enhancements
- Liaise with CTT and platform providers/vendors
- Ensure prompt escalation of all qualified unresolved issues, working across departments for resolution. Work with CTT and 3rd party vendors on issue investigations as required.
- Collaborate with L&D on all aspects of product questions, bug tracking and enhancement requests
- Establish process to write and communicate RCA's









Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.



Job Requirements:

- Minimum 10 years experience in product support, technical support, customer support, product development, project management, IT hardware/software, of which 6 years must be in a supervisory/management role
- Experience with Travel Industry Operations and requirements highly desirable
- Experience with Sabre GDS (incl. middle ware) and 3rd party travel API and web services
- Critical thinker who can look at travel industry processes and identify opportunities to test, learn and transform a product through innovation
- Strategic thinker, ability to develop an actionable strategy by starting with customer pain points and internal challenges
- Experience working with and/or managing Travel Technology project implementations or products is a must
- Strong communicator with excellent relationship and influence management skills who can lead and influence business and technology partners effectively
- Proven ability to innovate
- Proven track record of consistently delivering results and operating in a matrix environment
- The ideal candidate will be able to work independently and with various teams in order to drive results. Must be self starter (i.e. having the ability to pick up information and tasks without a lot of guidance will be important to this candidate's success)
- Proven track record of leadership/managing teams of up to 10 people
- Proficiency with MS Office, including Power Point, Visio, and MS Project is required
- The ideal candidate would be located in one of the Consumer Travel Call Centers in Phoenix, AZ. Relocation assistance may be provided.















American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.
Click here to view the 'EEO is the Law' poster and supplement and the Pay Transparency Policy Statement.

Secondary locations:

Zip Code:

85055

Company Info
American Express Company

New York, NY, United States

Phone:
Web Site: AmericanExpress.com

Company Profile

Company Info


American Express Company
New York, NY, United States
Phone:
Web Site: AmericanExpress.com

Director, TLS Global Product Operations

col-narrow-left   

Job ID:

18243

Location:

Phoenix, AZ 

Job function:

Information Systems Management, Sales
col-narrow-right   

Posted:

03.03.2016

Employment Type:

Full time

Industry:

Financial
col-wide   

Title:

Director, TLS Global Product Operations

Job Description:

The Director of TLS Global Product Support will focus on building a world-class global product support system across all foundational systems, tools and applications required by our Travel & Lifestyle Services group's (TLS) technical infrastructure. This includes Call Centers, as well as Work At Home virtual locations). Tools/systems are: Profile and Platform Infrastructure, Travel Service Layer, Master Travel Record, Oracle RightNow, Sabre GDS, Sabre RedApps, plus various File Finishing, Fulfillment and Document delivery solutions, Supplier Portals and Marketing Technologies. In addition, the Director provide strong leadership to the Product Support Team and Product Manager Team .

He/she will be in charge of ensuring platforms are correctly setup and collaborate with our Consumer Travel Technology (CTT) teams and external vendors on all facets of L1-L4 and P0-P4 ticket tracking and incident management as well as SLA enforcement. This individual will lead a team that will ensure all of our Infrastructure tools and Platform systems are operational and at all time support the expected productivity levels of our product managers. This role interacts with many different areas of the organization both US and international, and successful collaboration is a critical success factor. This person will be expected to set-up best-in-class tools to facilitate incident report management and ticket tracking. This person will report to the VP of Global Product Management and Capabilities.


Responsibilities:

- Work closely with operational teams to ensure feedback and requirements for all Infrastructure tools and systems
- Work closely with Consumer Travel Technology team (CTT) and if required with external vendors to make sure expected system SLAs are met and manage all aspects of issues and problems related to the any Infrastructure Tool and Platform systems
- Identify tool and system enhancements and create documentation that can be shared and used by CTT or external vendors to develop new enhancements
- Liaise with CTT and platform providers/vendors
- Ensure prompt escalation of all qualified unresolved issues, working across departments for resolution. Work with CTT and 3rd party vendors on issue investigations as required.
- Collaborate with L&D on all aspects of product questions, bug tracking and enhancement requests
- Establish process to write and communicate RCA's









Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.



Job Requirements:

- Minimum 10 years experience in product support, technical support, customer support, product development, project management, IT hardware/software, of which 6 years must be in a supervisory/management role
- Experience with Travel Industry Operations and requirements highly desirable
- Experience with Sabre GDS (incl. middle ware) and 3rd party travel API and web services
- Critical thinker who can look at travel industry processes and identify opportunities to test, learn and transform a product through innovation
- Strategic thinker, ability to develop an actionable strategy by starting with customer pain points and internal challenges
- Experience working with and/or managing Travel Technology project implementations or products is a must
- Strong communicator with excellent relationship and influence management skills who can lead and influence business and technology partners effectively
- Proven ability to innovate
- Proven track record of consistently delivering results and operating in a matrix environment
- The ideal candidate will be able to work independently and with various teams in order to drive results. Must be self starter (i.e. having the ability to pick up information and tasks without a lot of guidance will be important to this candidate's success)
- Proven track record of leadership/managing teams of up to 10 people
- Proficiency with MS Office, including Power Point, Visio, and MS Project is required
- The ideal candidate would be located in one of the Consumer Travel Call Centers in Phoenix, AZ. Relocation assistance may be provided.















American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.
Click here to view the 'EEO is the Law' poster and supplement and the Pay Transparency Policy Statement.

Secondary locations:

Zip Code:

85055
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