Customer Onboarding & Migration Leader – Remote, Hybrid Travel‑Industry Specialist Driving Global Client Success
About American Express Global Business Travel (GBT)
American Express Global Business Travel (GBT) is a world‑class leader shaping the future of corporate travel. Our mission is to harness the power of travel as a force for good—delivering innovative solutions, unparalleled service, and sustainable practices that empower businesses worldwide. With a presence in over 100 countries and a diverse community of passionate professionals, GBT offers a collaborative environment where bold ideas are celebrated and every employee’s voice matters. Joining GBT means becoming part of a legacy of excellence, an inclusive culture, and a forward‑thinking organization that invests deeply in people, technology, and the planet.
Why This Role Matters
As our Customer Onboarding & Migration Leader, you will be the pivotal bridge between new clients and our suite of travel‑management solutions. You will own the end‑to‑end onboarding journey, ensuring a seamless migration, rapid adoption, and immediate value delivery for our customers. This position combines strategic project leadership with hands‑on client interaction, all while leveraging GBT’s robust global resources to drive measurable business outcomes.
Role Summary
Based in Texas, United States, this hybrid role offers the flexibility of remote work blended with optional in‑office collaboration. You will partner with internal stakeholders—including Solutions Design, Deployment, Traveler Care, and third‑party vendors—to design, execute, and refine onboarding programs that align with regional and global objectives. Your expertise will guide clients through complex migration pathways, manage expectations, and champion a culture of continuous improvement.
Key Responsibilities
- Own the entire customer onboarding and migration experience, acting as the primary point of contact for clients, internal teams, and external partners throughout the project lifecycle.
- Develop and maintain detailed project plans that outline scope, milestones, resource allocation, risk mitigation, and deliverables, ensuring alignment with GBT’s SID implementation methodology.
- Conduct comprehensive readiness assessments with Solutions Design, documenting risks, action items, and follow‑up tasks to guarantee smooth handovers.
- Design work breakdown structures (WBS) and clearly define roles and responsibilities across internal departments and external vendors.
- Translate client requirements into actionable specifications for deployment, traveler care, and support teams, ensuring no detail is overlooked.
- Lead end‑to‑end testing activities, oversee documentation, resolve issues, and confirm successful completion per the global testing plan.
- Facilitate stakeholder communications—running regular status calls, issuing concise reports, and escalating risks or changes promptly.
- Foster a positive, collaborative environment that encourages teamwork, celebrates successes, and drives partnership with clients and internal colleagues.
- Identify process improvement opportunities, share insights during team meetings, and contribute to the evolution of onboarding best practices.
- Mentor junior team members and support cross‑functional knowledge sharing across the organization.
Essential Qualifications
- Minimum 5 years of experience managing complex customer onboarding, migration, or implementation projects within the corporate travel or related SaaS industry.
- Demonstrated success in a matrixed, multi‑geography environment, navigating diverse time zones, cultures, and functional teams.
- Strong understanding of American Express GBT’s travel solutions and the broader corporate travel ecosystem.
- Exceptional relationship‑building, influencing, and negotiation skills, with a proven ability to earn client trust and drive adoption.
- Fluent in Business English; additional languages are a significant advantage.
- Excellent organizational abilities, including multitasking, advanced planning, and rigorous time management.
- Evidence of a “can‑do” attitude, resilience under pressure, and the capacity to motivate teams toward shared goals.
- Strong analytical and problem‑solving capabilities, with a track record of making data‑driven decisions.
Preferred Qualifications
- Prior experience specifically within the travel industry, ideally with corporate travel managers or travel technology platforms.
- Professional certifications in project management (e.g., PMP, PRINCE2, or Scrum Master) or relevant industry credentials.
- Proficiency in project management tools such as MS Project, Smartsheet, Asana, or Jira.
- Exposure to change‑management frameworks and techniques for driving user adoption.
- Comfort with data visualization and reporting tools (e.g., Power BI, Tableau) to present onboarding metrics.
Core Skills & Competencies
- Strategic Thinking: Ability to see the big picture while managing granular details of each onboarding project.
- Communication Excellence: Clear, concise, and persuasive written and verbal communication tailored to executives, technical teams, and end‑users.
- Leadership & Influence: Inspire confidence, guide cross‑functional teams, and manage stakeholder expectations.
- Customer‑Centric Mindset: Deep empathy for client needs, coupled with a drive to deliver measurable value.
- Risk Management: Proactively identify, assess, and mitigate project risks and dependencies.
- Adaptability: Thrive in a fast‑changing environment, embracing new tools, processes, and market dynamics.
- Negotiation & Conflict Resolution: Navigate complex discussions to achieve win‑win outcomes.
Career Development & Learning Opportunities
At GBT, your growth is a strategic priority. You will gain access to:
- Global Tuition Assistance covering a wide range of academic and professional courses.
- 20,000+ online learning modules via our learning platform, including leadership development, advanced analytics, and industry‑specific tracks.
- Internal Mobility Programs that prioritize GBT talent for new roles across regions and functions.
- Mentorship Networks linking you with senior leaders and subject‑matter experts.
- Industry Conferences & Events—participate in travel‑technology summits, client forums, and innovation workshops.
Compensation, Benefits & Perks
The role offers a competitive base salary ranging from $70,000 to $140,000 U.S. dollars, commensurate with experience, expertise, and location. In addition to base pay, you will be eligible for one of the following incentive programs:
- Annual Incentive Award Plan – reward based on individual and company performance.
- Metric‑Driven Sales Incentive Plan – for eligible sales‑oriented positions.
- Equity Incentive Plan – align your interests with GBT shareholders through stock awards.
Our comprehensive benefits suite includes:
- Flexible health, dental, and vision coverage tailored to each country.
- Retirement savings programs with employer matching contributions.
- Generous paid parental leave, adoption assistance, and family‑care resources.
- Unlimited paid time off (subject to business needs) and a flexible work‑from‑home policy.
- Travel perks—exclusive discounts on flights, hotels, cruises, and rental cars.
- Well‑being programs covering mental‑health counseling, mindfulness resources, and family support.
- Diversity, Equity & Inclusion (DEI) initiatives, including global inclusion groups and employee resource networks.
Work Environment & Culture
GBT’s culture is built on collaboration, curiosity, and continuous improvement. As a remote‑first yet hybrid‑friendly organization, we champion:
- Flexibility: Choose the work arrangement that best fits your lifestyle, with the option to connect in our Texas office when desired.
- Inclusive Community: A workplace where diverse perspectives are celebrated and everyone feels a sense of belonging.
- Innovation Mindset: Access cutting‑edge travel technology, AI‑driven analytics, and a culture that encourages experimentation.
- Recognition & Celebration: Regular acknowledgment of individual and team achievements through awards, shout‑outs, and career milestones.
- Transparency: Open communication channels with leadership, clear career pathways, and regular feedback loops.
Application Process & Next Steps
We are committed to a fair and accessible hiring journey. All candidates will receive equal consideration without regard to age, sex, gender identity, pregnancy status, race, color, citizenship, religion, disability, or any other protected characteristic. If you require a reasonable accommodation during any part of the recruitment process, please let your recruiter know.
Ready to make an impact? Follow these steps:
- Click the Apply To This Job button below to submit your resume and cover letter.
- Your application will be reviewed by our talent acquisition team.
- Qualified candidates will be invited to a virtual interview series, featuring a mix of behavioral, technical, and situational assessments.
- Successful applicants will receive an offer outlining compensation, benefits, and onboarding details.
Don’t let a single “box‑unchecked” hold you back—if you’re passionate about delivering world‑class onboarding experiences and thrive in a dynamic travel environment, we want to hear from you.
Your Future Starts Here
Take the next step in your professional journey with American Express Global Business Travel. Apply today and become an essential part of a team that transforms how businesses travel around the globe.
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