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Director, TLS Infrastructure and Platforms. Job in Phoenix, Arizona, United States in American Express Company. Nelest.com
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Director, TLS Infrastructure and Platforms

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Job ID:

18244

Location:

Phoenix, AZ 

Job function:

Business Development, Public Relations
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Posted:

03.03.2016

Employment Type:

Full time

Industry:

Financial
col-wide   

Title:

Director, TLS Infrastructure and Platforms

Job Description:

The Director of TLS Infrastructure & Platforms position will focus on all foundational systems, tools and applications required by our Travel & Lifestyle Services group's (TLS) technical infrastructure. This includes call/contact 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 will manage the platform(s) required to aggregate, search, book and sell air, car, hotel, cruise and tours content. This person will be in charge of ensuring platforms are correctly setup, available and will coordinate with our Consumer Travel Technology (CTT) teams and external vendors all system and technology aspects of the different platforms. TLS is using such platforms to service all sales channels (Online, Offline and Mobile). 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 TLS travel agent workforce. This person will be expected to facilitate work between CTT, platform vendors, and the different business units.

He/She will report to the VP of Global Product Management and Capabilities.


- 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
- Manage, supervise and provide monthly KPIs on Infrastructure tools and platform systems performance to the VP of Global Product Management and Capabilities
- Conduct competitive analysis to ensure best-in-class travel agency application of processes and technologies (internal/external SWOTS)









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 6 years of experience in Travel Technology sector(s)
- Experience in front, mid and back office travel industry tools (including robotics and automation)
- 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
- Strong technical acumen to identify and solve for business and front-line pain points and deliver effective solutions
- Strategic thinker, ability to develop an actionable strategy by starting with customer pain points and internal challenges
- Minimum of 10 years in Product Management, including the ability to write requirements documentations, create wireframes and prototyping
- 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 either













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 Infrastructure and Platforms

col-narrow-left   

Job ID:

18244

Location:

Phoenix, AZ 

Job function:

Business Development, Public Relations
col-narrow-right   

Posted:

03.03.2016

Employment Type:

Full time

Industry:

Financial
col-wide   

Title:

Director, TLS Infrastructure and Platforms

Job Description:

The Director of TLS Infrastructure & Platforms position will focus on all foundational systems, tools and applications required by our Travel & Lifestyle Services group's (TLS) technical infrastructure. This includes call/contact 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 will manage the platform(s) required to aggregate, search, book and sell air, car, hotel, cruise and tours content. This person will be in charge of ensuring platforms are correctly setup, available and will coordinate with our Consumer Travel Technology (CTT) teams and external vendors all system and technology aspects of the different platforms. TLS is using such platforms to service all sales channels (Online, Offline and Mobile). 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 TLS travel agent workforce. This person will be expected to facilitate work between CTT, platform vendors, and the different business units.

He/She will report to the VP of Global Product Management and Capabilities.


- 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
- Manage, supervise and provide monthly KPIs on Infrastructure tools and platform systems performance to the VP of Global Product Management and Capabilities
- Conduct competitive analysis to ensure best-in-class travel agency application of processes and technologies (internal/external SWOTS)









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 6 years of experience in Travel Technology sector(s)
- Experience in front, mid and back office travel industry tools (including robotics and automation)
- 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
- Strong technical acumen to identify and solve for business and front-line pain points and deliver effective solutions
- Strategic thinker, ability to develop an actionable strategy by starting with customer pain points and internal challenges
- Minimum of 10 years in Product Management, including the ability to write requirements documentations, create wireframes and prototyping
- 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 either













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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